Complaints

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

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  Texarkana Water Utilities

  801 Wood St Texarkana, TX 75501-5221

• 

  Texarkana Water Utilities

  PO Box 2008 Texarkana, TX 75504-2008

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:10/18/2023

  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.

  Around the end of September 2023, I had the water turned on to my new house. TWU stated that if the water had been off to the house for 5 years a water flow test must be conducted at my (customer) expense. The cost was around $95. The water flow test consists of measuring the water flow from the city main line to the city water meter. This test did not include any tests on customer property or customer water lines. This test was exclusively on city property. I do not believe the customer should be charged for testing city property. Testing of city property costs should be included in the general fund of TWU; not a customer-specific cost. I have tried to make a formal complaint with TWU without any resolution.

  Business Response

  Date: 10/31/2023

  We have spoken with this customer and explained that this test is required due to abandonment of services by the homeowner, thereby making it their responsibility.  

  'When a service address has been vacant for 5 years or more a flow and pressure test is required.  The purpose of the test is to make sure there is correct flow and pressure from the main to the meter.'

  This a policy endorsed by many cities to cover the expense of doing the test.  However, as we are in the process of making this policy an ordinance, we are prepared to waive this fee on this occasion.  The amount charged to Mr. Philyaw's account has been removed.

  Customer Answer

  Date: 10/31/2023

  
  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:02/01/2023

  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.

  Received an email that the water company for various reasons have gotten behind on reading meters. Which in turn is how they determine monthly cost for usage. They are stating that this months bill will only be an estimate. With this companies reputation in the community I do not trust that if my bill is less than the estimate they will return the correct amount if any at all. I reached out to see if the February bill and March bill can be payed together in March once they are caught up. They stated this would be possible, but the late fees would not be waived. The excuses given were holidays, weather, and sickness. This is not the fault of the customer, and if the roles were reversed and someone couldn't afford to pay because of the same reasons they would charge a late fee and shut off water service.

  Business Response

  Date: 03/14/2023

  Business Response /* (1000, 9, 2023/02/27) */ Contact Name and Title: ******** **** Supervisor Contact Phone: 903-798-3807 Contact Email: *****@txkusa.org Texarkana Water Utilities informed customers in this billing cycle the following: Texarkana Water Utilities would like to inform you due to holidays, weather conditions and illness, we are behind on meter reading. This means that your bill that will be due in February, will be computer estimated based on the usage from your read dates at this time last year. The bill that will be due in March, will be adjusted for any bill that may have been under or over estimated, based on the actual read obtained . Please feel free to contact [email protected] if you have any questions. Our billing system is set up for monthly billing and payments. The customer's bill was estimated at $57.30 and the prior two bills with actual reads were $76.84 and $71.59. Customer's new bill pending (actual reads) is $57.30. Customer is receiving minimum bill based on current usage. The customer was informed that the account was set up with a recurring credit card for auto payment and this would need to be removed by customer. The payment of $57.30 did draft on 2/14/23 based on the card information was not removed. Therefore no late penalties occurred etc. Please see all correspondence below with customer: From: TWU-CustomerService Sent: Thursday, February 2, 2023 8:08 AM To: ****** ***** <***********@gmail.com>; TWU-CustomerService Subject: RE: February/March Bill estimates Good Morning, This estimate is based from the number of gallons used at the same time last year. If you compare it to last month you can clearly see that it appears to be close in range with your current bills. Failure to pay can result in late penalties and disconnection of services. Sincerely, ******** **** Customer Service Supervisor Texarkana Water Utilities Ph: 903-798-3800 Fax: 903-791-0724 Pay By Phone: 844-813-4729 Online: https://twu.txkusa.org Text TWTR to 67332 to enroll in text alerts and then sign in to your account online and add this option under communications Remember the number you are enrolling must be selected as the primary phone number on your account From: ****** ***** <***********@gmail.com> Sent: Wednesday, February 1, 2023 5:16 PM To: TWU-CustomerService Subject: Re: February/March Bill estimates CAUTION: This email originated from outside our email system. Do not click links or open attachments unless you recognize the sender and know the content is safe. This is just an estimate correct? I am just supposed to trust that you guys have figured this number out? Also supposed to trust that you guys will refund any overage payed? If that's the case I believe my bill for this month should be $0 and you guys should just trust that. On Wed, Feb 1, 2023 at 5:08 PM TWU-CustomerService wrote: The late fee will still apply to the application as normal. The balance is due 2/14/23 in the amount of $57.30. the day after they automatically apply a 10% late fee. As far as the payment not drafting I see you have a card on file. You will need to go online to the website to remove that to avoid it being drafted from. **** ******** Customer Service Specialist I Texarkana Water Utilities Office: 903-798-3800 Fax: 903-791-0724 http://twu.txkusa.org [email protected] Text TWTR to 67332 to enroll in text alerts and then sign in to your account online and add this option under communications. Remember the number you are enrolling must be selected as the primary phone number on your account. From: ****** ***** <***********@gmail.com> Sent: Wednesday, February 1, 2023 4:17 PM To: TWU-CustomerService Subject: Re: February/March Bill estimates CAUTION: This email originated from outside our email system. Do not click links or open attachments unless you recognize the sender and know the content is safe. 3 ******** **** ********* *** XXXXX On Wed, Feb 1, 2023 at 3:57 PM TWU-CustomerService wrote: Hello, What is the address so I can better assist you? Thank you, ***** ****** Customer Service Specialist I Texarkana Water Utilities https://twu.txkusa.org 903-798-3800 Pay By Phone 844-813-4729 Text TWTR to 67332 to enroll in text alerts and then sign in to your account online and add this option under communications. Remember the number you are enrolling must be selected as the primary phone number on your account. From: ****** ***** <***********@gmail.com> Sent: Wednesday, February 1, 2023 11:54 AM To: TWU-CustomerService Subject: February/March Bill estimates CAUTION: This email originated from outside our email system. Do not click links or open attachments unless you recognize the sender and know the content is safe. I would prefer to defer any payment until exact charge can be determined. Will late payment fees be waived during this time?