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Business Profile

Utility Water Company

Autoridad de Acueductos Y Alcantarillados

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Autoridad de Acueductos Y Alcantarillados's headquarters and its corporate-owned locations. To view all corporate locations, see

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Autoridad de Acueductos Y Alcantarillados has 2 locations, listed below.

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 3 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/19/2024

      Type:Product 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.
      I sold my house at *******************, ************************************ / mailing address: ******************************* on August 22nd, 2024. I closed my account with AAA de *********** (acct *************. I have been attempting to get my security deposit that is owed to me. I filled out the form, and included more than the required information/ documents, including a copy of my PR drivers license, a copy of the Vermont drivers license used to set up the account, a copy of my US passport and a letter requesting the refund with my current address, phone number, email address, account details and the last four digits of my social security number ( not on file with them because my account was set up using my old drivers license number).My request for refund was denied, because Supervisor Jaydelisse ***** said that she would not refund my money without me sending her a copy of my Social Security Card. I advised her that I had sent her more documentation than requested, and that it was a federal law to not send my Social Security Card to her electronically. I advised her that it had not been used to set up the account, and that she had a copy of two drivers licenses and my passport to verify who I was. She said that she would not process my refund without it, and hung up on me. I had to call back to get her information.

    • Initial Complaint

      Date:08/21/2024

      Type:Service or Repair 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.
      I'm trying to seek assistance with regards to excessive water bills from The Autoridad de Acueductos Alcantarillados. We have a house in ************************. We hardly live in **, we only stay there once a year for about 4 months. Our water bill when we're not there is about $18 when we're there is about $50. Our bills now are $350 without hardly living there. We have tried to open a case with AAA. however, *** is saying the bill is accurate. When we stay there is just 2 of us.. We barely have any water pressure. Please help!

    • Initial Complaint

      Date:06/11/2024

      Type:Service or Repair 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.
      AAA AcueductosPR is failing to turn our water on and address our meter application. The issue started on May 31st with our first phone call to the support line to set up our application because the website failed it work and submit our application. We have called over a dozen times to get our water turned on. We have been met with false inform from not supplying the necessary documents with email proof, to the application being canceled for no reason, to the call center lying to us that we have been told to wait over 6 times to wait ***** hours to have it turned on(which was over 12 days ago now). The final attempt at arriving at the physical office has been met with us paying the deposit and being told a *** of 48 hours, and now were told on the phone itll be another ***** hours.

    • Initial Complaint

      Date:04/05/2024

      Type:Service or Repair 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.
      I have been trying to get my water turned on for 2 months. I have email paper trail. They force you to do this process by email only but take a week to respond to emails and the emails are just requesting the same information over and over. I have sent the required documents over 10 times!! I have 4 kids and one with autism and this company does not care at all. They gave me an appointment to go in a week when i have already waited months having to spend thousands of dollars in air bnb due to not having any water for 2 months.

    • Initial Complaint

      Date:02/24/2024

      Type:Service or Repair 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.
      Hello my name is ********************************* ************, I am my grandmothers power of attorney. I have a serious concern and Im looking to support my my grandmother who is not being properly assisted with her concerns on a bill extremely high spike for 2 months on her bill with Autoridad de Acueductos Y Alcantarillados ********************************************************************************* ******************* is 79 trying to seek support for a water bill that is not normal in any way. She has been paying $28-$30 for her water bill at her house BC *************************************************************** ** *****. In April 2023 her water bill was $1324 and May 2023 $483 then it went right back down to $28-30 July 2023 and ongoing. My grandmother had no idea what was going on, asked for support and didnt receive any. Just a lot of run around. She went to ******* because she got sick and called to ask for help so she can have water when she returns and they said they can only help her by sending a letter but she was not home in *********** since August 2023 to receive this letter. We return today to *********** and called this water utility and they said theres nothing they can do to help us and that they dont know why the bill was so high.My grandmother lives off SSI and is disabled, she is alone so a $28-30 bill is her average. From April-May 2023 she could not have accrued nearly $1900. This is NOT okay, this is terrifying to be taken advantage of by your own local water utility company who wouldnt transfer us to a supervisor for support. They found no urgency or care that a bill went from $28-30 average up to nearly $1900 in two months and then back down to her average. The agent said she can only say theres no issue found on her end from her computer and would only reconnect if we pay a minimum of $655 plus a fee of $50. This is absurd and scary. We need urgent support. They need to investigate this issue and understand shes an elder who didnt know what was going on or knows what to do.

    • Initial Complaint

      Date:02/14/2024

      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.
      Acueductos started in May 2023 erroneously billing me Bloque 1, Bloque 2 and Bloque 3 charges for my water bill making it 3 times more than what I normally pay. I do not have a pool or cistern and my old water meter was recently replaced according to Acueductos last year. In October 2023, they had corrected the billing issue by adjusting the erroneous Bloque 1, Bloque 2 and Bloque 3 charges and I was billed correctly August through November 2023. Then they started charging me again Bloque 1, Bloque 2 and Bloque 3 charges erroneously but this time charging 10 times more for the months of December 2023, January 2024 and February 2024. I have filed appeals and they still maintain that the billing is correct which contradicts them stating in their October ************************************************************************************************ which they corrected by adjusting the billing. Acueductos PR is fraudulently billing consumers these Bloque charges and it is exhausting having it fixed by them only for them to turn around and do it again.

    • Initial Complaint

      Date:01/07/2024

      Type:Customer Service 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.
      The water company in *********** has charged me an elderly husband and wife $1,125.00 since October, 2023. I have attempted to call and the representatives continue to hang up. There was an investigation, but they only read the meters in my home. I am trying to now appeal the issue to the water company in ************. My wife and I are nearly 90 years old and this is abuse of the elderly. I am requesting assistance and the balance of $1,125.00 balance be overturned due to the false claims of issues on my property especially that there has not been an in depth investigation and the abuse of the elderly. I am hoping this matter be resolved.

    • Initial Complaint

      Date:12/09/2023

      Type:Service or Repair 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.
      I reported leak at the meter at the beginning of water service. I hired a contractor and licensed plumber verified that there were no leaks in the vacant home. Home has been vacant since service provided, they previously charged me ~$200 a month and nothing was done when I reported the issue. Then I was charged $925.80 in as single month for usage. I do not own a pool or cistern. I paid those bills while reporting the issue and finally contested the $925.80 and at the time of writing have not been reimbursed or settled. Investigation showed meter reading was correct but neglected to acknowledge the leak literally at the meter. I reported my appeal for the investigation of the water meter via e-mail, AAA acknowledged receipt of said email but will only accept appeals via certified mail and wanted to argue with me that the law says that is the ONLY way they can receive notice of an appeal even though they can send the determination letter by email. If that is the law, then that is the way they are abusing customers by limiting communication. I will barely get the snail mail appeal mailed in under the 10 day wire in which the process starts all over again. I had to get a notarized document to give my contractor the ability to go to the water company on my behalf. I have attached a picture of the water meter currently leaking, this is the only leak. This has cost me time and money more than the $925.80 bill and I feel like I should request reimbursement of the cost of a plumber as well and the $20 per hour cost of having an in person advocate. Ridiculous. Just a quick internet search tells you this happens often to customers and is still happening in 2023.

    • Initial Complaint

      Date:11/13/2023

      Type:Service or Repair 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.
      An employee named ********************************* kept hanging up the phone, I requested to talk to a supervisor and she kept hanging up the phone for no reason. I called several times ************ between 11/12 and 11/13 requesting information to change the name on the account but she keeps giving me the wrong information and the emails are returned due to the wrong email and I am sending personal information. I want to change the name on this account ************ due to ****************************************** departure from life (She was my mother). What kind of employees do you guys have in this company? I need to talk to a supervisor. I also asked ******* several times to speak to a supervisor but she did not transfer and ask me what was wrong. I told her I wanted to complain about her and she kept talking like nothing and never transferred me a supervisor or submitted a complaint to them.

    • Initial Complaint

      Date:07/12/2023

      Type:Service or Repair 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.
      I live in ********** Calle ******* and during the storm, which was September 2023 I was charged in November and December ****** for those two months. I try claiming it and they told me that because of the law I could not get my money back. That was around the storm time. I do not have $850 per month to pay. My bill is currently $74 a month back to the normal before November and December. I need this retroactive. I need this put back into my credit card. I am now sending $150 my last $150 from the time that I was charged in December 2022. It is now July 11. My last payment of $150 will be sent but not with without a complaint I feel this is a scam. I need this company to refine credit my money immediately.

    Autoridad de Acueductos Y Alcantarillados is NOT a BBB Accredited Business.

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