Complaints

This profile includes complaints for San Antonio Water System's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

San Antonio Water System 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

• 

  San Antonio Water System

  2800 Us Highway 281 N San Antonio, TX 78212-3106

• 

  San Antonio Water System

  PO Box 2449 San Antonio, TX 78298

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:05/16/2023

  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.

  San Antonio Water Systems was supposed to issue ** a refund check of $151.82. It has been 12months now. They mentioned trying to send the check a few time but we never received it. We do not have any other issues about missing mails. We finally receive a mail from them sent April 11th where they sent ** the first check sent dated from June 29th 2022 with a "VOID AFTER 180 DAYS". This is unacceptable. 12months and they still are not cooperating to send ** the money they owe **.

  Business Response

  Date: 05/22/2023

   

   

  Here is the summary and details below for your review to be sent to BBB:
  
  The SAWS customer at service address **************** called to stop service. She made contact a month later requesting a bill explanation and was advised a credit of $151.82 was on the account. SAWS verified the address with the customer and updated the new mailing address to send the refund check to. The refund check was sent to the customer on June ********* and was not received. The check was voided and a new refund check # ****** was reissued on January 11, 2023. The refund check #****** was paid at Bank on February 21, 2023.
  
  
  Activity Regarding the adjustment inquiry:
  
  Customer called on 3/28/22 to stop services on 4/27/22.
  Customer called on 6/2/22 requesting bill explanation on a final bill and was advised of a credit on account for $151.82. She indicated moved to another state and agent verified with customer new address to update in the ********************** where to send the refund check.
  The refund check# ****** for $151.82 issued 06/29/2022 and was mailed.
  Customer called for update on 7/19/22 check not received.
  Customer called for update on 8/20/22 check not received.
  The customer was informed an email was sent to ********************* to verify if check has been cashed and customer indicated will call back in a week and if not received, will proceed to void check and reissue.
  Customer called on 9/1/23 informing the check was not received and requested to proceed with the reissuance of check. She was informed needed to confirm with ************** that check was not cashed so can be voided to regenerate a replacement of check.
  Customer called for update on 10/19/22 check not received.
  Customer called for update on 11/7/22 check not received.
  Customer called on 1/3/23 requesting a Supervisor pending a refund check.
  The ******************* voided refund check #****** for $151.82 and reissued check#****** on 1/11/2023 and was mailed to the customer.
  The ******************* verified check #****** for $151.82 and has paid at bank on 02/21/2023.

  Customer Answer

  Date: 05/22/2023

  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:05/01/2023

  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.

  Case Number: ******** SAWS account number: ********************** Date of Repair: 11/29/2022 Description of Repair: The leak took place outside of the house and went unnoticed for 2 days flooding the front of the house which we thought was due to rain at first. The plumber had to dig to find the correct pipe that was leaking. The plumber advised it was due to weather changes and the pipes being old. He was able to fix the leak the next day. I have attached the receipt of the charge on my sister's credit card, but the plumber never sent me an actual invoice. I called and texted him several times and he never provided it so I submitted a case without as **** stated it was not necessary. I finally got a receipt even though he put the wrong amount, but I submitted the case back on January 9, 2023. The bill was $122.52 for December 27, 2022 due to the leak and $77.37 for January 28, 2023.On 02/23/2023 I asked for an update via email with no response. On 03/20/2023, I called CS who stated the credit would be on my March bill. March bill came and it did not reflect.On 03/27/2023, I called again and a ****** stated the credit would now be on my April bill which also did not happen. On 04/24/2023, I spoke to a "*****" that stated the credit billing department was behind. I asked for a supervisor to call me and they never did. It has been 3 months now since I have been waiting for a credit. I would like someone to review my case and provide resolution. Thank You

  Business Response

  Date: 05/08/2023

  This account was under review for a Courtesy Leak Adjustment for an owner leak repair. The review was completed on 5/6/2023 and a letter was mailed to the customer regarding the Courtesy Leak Adjustment granted. We are currently experiencing a backlog. We ensure that customers concerns are handled in the order in which they are received. We appreciate your patience and we would like to apologize for any inconvenience due to the delay of processing this Courtesy Leak Adjustment. 

   

  Customer Answer

  Date: 05/10/2023

  Complaint: 20002924
  
  I am rejecting this response because:

  Please attach the letter that was mailed to this complaint. I would like to know if my case was approved or rejected.
  
  Regards,
  
  *************************************

  Business Response

  Date: 05/13/2023

  Customer must contact SAWS for specific information regarding this account. A leak adjustment was approved and a letter will be mailed to the customer. The customer may also call to obtain this information, as we must verify and authenticate the caller.

  We have checked with our ****************** and although the log indicates the letter will be mailed, it seems that the batch of correspondence has not been submitted for production of leak adjustments processed. We have confirmed that the letter should go out in the mail no later than 5/15/2023.

• Initial Complaint

  Date:04/28/2023

  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.

  I was a new SAWS (San Antonio Water System) customer in February 2022. I had not had service with SAWS before. After several months, I noticed I was billed the same monthly amount, which seemed high because I am the only individual living at this property. I called in August and was advised by a representative that SAWS bills in "buckets," so my usage fell within a specific bucket, which they were charging me monthly. After speaking with some family members who are also SAWS customers, it did not seem right to be charged by the "bucket" versus what I had used. So I called back in December. At that time, I was told my water meter was broken, and they knew about it but had yet to replace it, and an order would be expedited to have it replaced. I was also advised that I would receive a prorated credit for overcharges. Several months after the water meter was replaced (late December), I received a credit of $174.75 in March 2023. Based on my calculations, I was shorted $61.10, which I have provided below. I have called three times to ask how the prorated credit was calculated, and I was advised that I would receive an email or something in the mail with an explanation which I am still waiting to receive.SAWS should have advised me that my water meter was broken the first time I called. However, they let that go until I called again in December. I don't believe it is my fault that the water meter was broken, and they knew it needed to be replaced. Instead, they continued to bill me for water I had not used, which I paid for in full in good faith.Here is my calculation:Based on my billing from December to April, my monthly average is $45.98.- Dec $49.37 - Jan $51.31 - Feb $49.69 - Mar $47.45 - Apr $32.07 In March of 2022, I was charged $66.65 (this must be the month my water meter broke).From April 2022 thru Nov 2022 (8 months), I was charged $72.84. I was overcharged in March '22 by $20.67, and April thru Nov by $26.86 x 8 = $214.88.Total overcharges equal $235.55.I was credited $174.45 I am asking for the additional credit I am owed of $61.10.*********,***************************

  Business Response

  Date: 05/08/2023

  Good afternoon,

  The SAWS customer at service address ***************** had a broken meter pending a work order to be replaced. The meter was sick and an estimation was used to charge the customer for consumption not registering on the meter. The meter exchange was issued on December 12, 2022 and a hold was placed on the account to review one full month of usage on the new meter to determine a credit adjustment for the account. A credit was applied on the account for nine months of estimated bills on February 24, 2023. There was an additional credit applied to the account on 5/4/23 for $147.52 for sewer.
  
  Activity regarding estimated bill:
  
  ** Customer called on 8/26/22 to inquire on billed usage.
  ** Customer called on 12/1/22 inquiring on usage and was informed of bill estimations due to sick meter
  ** Meter exchange was made on 12/12/22.
  ** Customer called on 1/3/23 for update of adjustment and a service request was created for review.
  ** ****************************** made contact on 1/5/23 to the customers phone number on file and left a voice message for review process pending.
  ** Customer called on 1/26/23 for update
  ** Customer called on 2/24/23 for update and was sent to the Account Review team.
  ** Account Review team applied adjustment on 2/24/23 to the account for $175.32 for 9 months of estimated bills.

  **Customer called on 3/22/23 to inquire on billing adjustment received was expecting a letter in the mail with a breakdown.

  **On 5/4/23 the account was reviewed and was credited an adjustment for sewer charge in the amount of $147.52.
  **Supervisor/****************************** made contact on 5/5/23 to go over previous adjustment and the additional sewer credit applied.
  
  
  Thank you,
  
  ***********************
  San Antonio Water System
  Key Accounts Coordinator

   

  Customer Answer

  Date: 05/15/2023

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:02/22/2023

  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.

  So my issues with **** is on a leak that occurred December 23 - December 28 (could have possibly started on December 22, but we noticed it on the 23rd). This was on my previous address (we recently moved) so we were trying to sell this house when this issue arise. We called **** because the leak was at the water meter and we also called a plumber, the plumber stated the leak was on the side of **** and said there was nothing for him to fix. We called **** 3 times before they came out, so for 6 days this leak just kept going, finally on December 28 **** came out and fixed the leak, the **** guy stated this was definitely on their side and that it was possible we might still have a leak and to call a plumber, which we did and again the plumber stated that there was no further leak and nothing for him to fix, we even have the invoice that states that. **** has since sent me a bill for $215.00, which my bill has normally been $45.00 When I called **** they stated that this wasn't their issue and that the technician stated that the leak he fixed had nothing to do with all the water leaking, even though when he fixed it, the water stopped leaking. I cannot get **** to see that the issue is on their side. Again I had a plumber come out twice and I'm sure if there was a leak on our side he would have gladly fixed it so he could get paid, but twice he said no leak on our side and the meter wasn't running. I have been in contact with **** several times, and I have not paid the full bill because again the **** *** told us this was definitely on **** side and that we should fight the bill, I have paid my normal charges, but refuse to paid this ridiculous bill because its their doing. If they had sent someone out ASAP like they should have since its was a leak, then the bill wouldn't have been so high. I feel like being a good consistent paying customer constitutes them to s**** me for more money which is UNFAIR!!!

  Business Response

  Date: 02/27/2023

  Customer submitted a Dispute to our ****************** regarding the courtesy adjustment made to account 000388843-0388844-0001. We have attempted to make contact with *************************** (Account Holder) and we have not heard back from the customer as of 2/24/2023.

  Account Details:

  Customer is disputing high usage billed to their account. Billing has been verified and the review of Work Order on file confirms no SAWS leak that would have caused high usage.

  Customer received a one time Courtesy Adjustment on 2/20/2023 to the high bill in question at the approval of management, totaling $18.66; as there was no indication of a bill error nor indication that a SAWS leak contributed to the customers high usage billed.

  On 2/20/2023 Customer was not happy with the Courtesy Adjustment and requested to speak with management. A request was initiated for contact. First attempt made by management on 2/24/2023 to discuss customer's High ***************** 

  Customer Answer

  Date: 03/08/2023

  Complaint: 19437314
  
  I am rejecting this response because: as usually they lie.  The last time I spoke to someone was on Friday 2/24/23, and they asked if they could call back on Monday, February 27, I have yet to receive a call from them. **** claims the leak they fixed would not have been charged against me, but my bill has remained the same month after month except for that month, I dont understand why they cant see that.  After their person came out to fix the leak my meter wasnt spinning, so there is no way that I had any additional leaks, and I had a plumber come out twice stating no leak on my side.  Once SAWS fixed the leak the water on the street dried up.  So the issue is on SAWS side, there is no way I consumed $215 worth of water in one month when my bill was consistently at $45-50 a month.

  
  Regards,
  
  ***************************

  Business Response

  Date: 03/16/2023

  On 3/14/2023 the initial courtesy tier adjustment  ($18.66) was reversed and the account was re-evaluated by management. A courtesy adjustment was approved by management for 50% of the water loss that occurred; the account was issued a credit on 3/14/2023 in the amount of $96.92. The review is complete.

• Initial Complaint

  Date:02/10/2023

  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.

  Although Ive been paying my water bill, my water was cut off today. When I called I was informed it was cut because of no payments and that there was nothing the emergency line can do and I have to wait for normal business hours. Apparently non of my payments have been making it through although I have receipts and there are confirmed payments on their site.

  Business Response

  Date: 02/17/2023

  Good afternoon,
  
  The SAWS customer at service address **** Owlwolf Creek was turned off for non-payment. Prior to any action being taken to terminate a customers service for non-payment of applicable charges, the system formally notifies such customer on the matter through issuance of a final notice received on the customers bill statement found in Ordinance-Chapter 34 .IMPORTANT NOTICE states: A Final Notice has been mailed regarding the previous balance shown in this statement. If full payment of the previous balance has not been received, the account is subject to disconnection without further notice. To avoid any interruption in service, you can set up a payment plan at saws.org.myaccount, by calling 210-704-SAWS(7297) or at one of our SAWS Customer Centers. To see if you qualify for payment assistance, visit saw.org.getcurrent. A call was received thru the Emergency line after hours and the customer was informed ********************** was off due to non-payment  & will need to call back during regular business hours. The *********** hours of Operation are Monday Friday 7:30am-6pm and Saturdays 9am -1pm. The customer made contact the following morning to restore services and setup a payment arrangement on the account to avoid any interruption of services. Payments were being received from the customer however a previous balance was being carried over.
  
  Thank you,
  
  Key Account Department
  

• Initial Complaint

  Date:01/25/2023

  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.

  I received an automated call from SAWS today informing me that there had been continuous water isage at my address for the past 72 hours and that I should check for leaks. Knowing that SAWS had recently installed a new water meter, that was the first thing I checked and I discovered that there was, in fact, a leak where the meter comnects to the main line to my house. I immediately called SAWS and informed them of the problem and was told they would send someone out. Two hours later, when no one had showed up, I called back and was informed that "they wouldn't send someone out today or likely even tomorrow. It will probably be at least 5 days." So basically, I have to just let the leak continue for 5 days, wasting water when we're still in a drout, turn off the water to my house for 5 days, or pay someone to fix it before then. This is unacceptable. The leak is their fault but they are treating it like it's no big deal and inconveniencing me and my family for multiple days. Especially since if they would have just done the work right in the first place, this wouldn't even be an issue. I expect that there will be a correction to my bill as well since they caused the leak.

  Business Response

  Date: 02/01/2023

  The SAWS customer at service address ************************ received a phone call from SAWS automatic dialer in attempt to notify the customer of consistent gallons registering at the meter. The customer has made contact indicating leak at meter and a service request was created.  We went out to investigate and found an outlet leak and was repaired by SAWS.Customer contact was made and notified them of a pending adjustment. Anticipated date of resolution is 02/23/23.
  

  Thank you,

   

  Key Account Department

• Initial Complaint

  Date:01/25/2023

  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.

  We discovered a water leak at our main and we repaired it. Did not feel the need to report it because we caught it and had it fixed. Fast forward 12 months exactly. We are evaluating our bills realizing that our water usage is DRAMATICALLY less than it was last year, but yet our bill is only $10 less than 12 months ago. Upon further research we discover that SAWS averages out your sewage usage and then has you pay that amount for the following year. We are a military family that moves around quite a bit and NEVER have we seen anything like this. For the last year weve been paying a ridiculous amount for sewage when we havent been using even close to that amount because they took our average when we had a leak. We contacted SAWS and they pretty much told us we were SOL. They should do whats right and give us a credit on our account for all of the months weve been overpaying.

  Business Response

  Date: 02/01/2023

  Good afternoon
  
  Our current process allows us to provide a two month credit. We will change the sewer average amount to 11 CCF (cubic feet) and a credit will be placed on the account in the amount of $94.18.
  
  
  Thank you,
  
  *******************
  Key Account Coordinator
  Fax-************
  
  

  Customer Answer

  Date: 02/02/2023

  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/06/2022

  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.

  Account Number: ********************** Complaint Note: Water bill is over $1000 and has been increasing steadily for approximately 1 year. Had resident move out in March. From March to December only 4 people in total lived here. Unit 4: 1 man, Unit 2: 1 man Unit 1: 1 mother and 1 teenager. For a bill of this size there would be visible damage, but plumber could not find damage or a leak. See attachment as proof of plumbing services. I have reason to believe meter is damaged or faulty.

  Business Response

  Date: 12/08/2022

  Saws Leak Adjustment process: Upon completing the necessary repairs, you may submit a request for a billing adjustment or Winter Average. Adjustments for leaks are based on the type of leak that occurred; however, not all leaks qualify for an adjustment. SAWS will provide one billing adjustment per 12 month period, for up to two months usage. If the repair is ineligible, we will inform you. We will need to see that your use has returned to normal before processing the credit.

  After review of the invoice provided, it does not confirm that there is no leak at this property. There is indication on the invoice of a potential issue under the home. This information will need to be clarified within document form and resubmitted confirming if plumbing work was completed, or declined.

  After review of this customers account, it seems there may be an ongoing issue within the property. SAWS was out at this property on 12/07/2022 in attempt to help the customer address their high bill concern. The meter reading was verified to be correct, there is no indication of a bill error. At the time of the investigation, there was 'Flow' at the water meter, therefore the water meter could not be tested.

  The Flow Indicator on the water meter could be a leak, or could signify water use at that time by an occupant. For SAWS to test the water meter there cannot be Flow; the water meter cannot be in use by the occupants and there cannot be an active owners leak.

• Initial Complaint

  Date:11/07/2022

  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.

  My complain is against SAWS. They did work on the water lines on my street last summer and for some reason moved my water meter in my yard and rerouted my main water line. Since they did that I have low water pressure and it is not even enough to make my sprinkler system work since there has to be enough pressure to activate the sprinkler heads. I had a plumber come out and test my entire sprinkler system, flush the lines and check for leaks. His diagnosis was there was not enough water pressure in my waterline. Note: My sprinkler system worked fine before SAWS did the work, and now they don't. I have called and emailed Saws numerous times and cannot get anyone to address the matter. As a result with the triple digit heat this summer and not being able to use my sprinkler system my yard is now nothing but dead grass and ********** the water pressure in my house is so low I can only use one faucet at a time. I just want someone to fix this.

  Business Response

  Date: 11/09/2022

  Good afternoon,
  
  We are in receipt of your request and will work on gathering the information for you.
  
  Respectfully,
  
  ***********************
  Key Account Coordinator

  Customer Answer

  Date: 11/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,  This afternoon  I was contacted  by SAWS and they finally sent someone out to check on the problem.  The meter that was installed this past summer was clogged by debris from the work they did.  Once they replaced the meter the water flow returned to normal. My sprinkler system now works as it should.  It is disconcerting that I had to result to this to get my situation taken care of.  My calls to SAWS about this was not enough to get them to act.  Had they checked it out months ago when I first reported the problem it would have saved me money and time on trying to figure it out myself, not to mention it will take a lot of work to get my lawn back. I hope in the future they will treat their customers with more respect.
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Since January 2022, my water has steadily increase while my usage remain the same. In fact my water quadrupled over the last six months. I reached out to SAWS but was advised that it was my responsibilities to find the source/cause. My water usage has not changed in the past 4 years that I live at this address. Somehow, my water bill continues to climb.