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:02/25/2025

  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.

  On 01/29/2025 an unauthorized transaction occurred to my debit card for $299.59. I didn't notice until 02/06/2025 but first thing I did was contact tacoma public utilities so they could refund the payment and so they knew of the fradulent charge that occurred they told me that I needed to contact my bank and they would deal with it through my bank which is Chime. So I did and was told I had to wait 10 days to investigate then on the tenth day they denied my claim so I requested docs used to deny my claim which there were none so I don't think they even contacted *** but that's a separate matter so then chime told me to contact merchant and ask for refund so I did and while on the phone they asked the account number which payment was applied which I obviously don't know so I gave them the last digits to card which was 4680 so they were able to find the charge but all they could tell me was that the payment was recieved which is like a no brainer I know they received it but my question is who's account was my money applied to and what address beacuse i know its not my account or address which would make it obvious that the payment wasn't made by me and I should be refunded my money and they should charge whoever owns the account for there money. On a side note if there claiming this transaction was legitimate then u would think they could provide all the details about the transaction them refusing to give me any info except that they received my money is highly suspicious in my opinion and this isn't how ethical buisness is done.

  Business Response

  Date: 02/27/2025

  Good evening,
  Thank you for contacting Tacoma Public Utilities ***************** We have received your inquiry via the Better Business Bureau regarding the unauthorized transaction on your debit card. I apologize for your frustration when contacting us to request the refund. This payment was made through our automated system. We are unable to remove from the account. In this situation we recommend contacting the card issuer phone number to request a chargeback. This process will then remove the funds from the account and return to the card holder if you didn't authorize the charge. We understand you contacted Chime. While I cannot speak to their policies the phone number listed on your debit card is the best way to reconcile this charge. If you have any additional questions, please contact our **************** ********************** at **************, Monday through Friday from 8:00 am to 5:30 pm. 

  Sincerely,

  TPU ****************

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22990585
  
  I am rejecting this response because: So my bank is being very unhelpful so there is no way to simply issue me a refund or a charge back from TPU'S end. I understand ur saying someone used the automated system but they did so with my card info not a card that belonged to them so you would think that would be easy to confirm, also why would ur automated system accept a payment from a card that's not in the account holders name. And I'm sorry if I sound frustrated but I am because I basically being told this thief is going to get away with stealing my money basically I'm not blaming TPU really I'm more upset with my bank which I'm going to start banking else where but thats neither here nor there I was just hoping once it was brought to ***'s attention that this happened they would be more helpful in returning my funds 

  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/30/2025

  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 have contacted Tacoma Public Utilities in December letting them know that I had moved out. I left a voice mail and tried to do it online. I have been moved out of this account address doe over a month. I tried to speak to customer care and a supervisor. They are saying in there error I need to pay for service that I did not live in this place. I have already paid my new place for services. All other account in ********/********************** are at a 0.00 balance. I lived there for over 14 years. My last night was 12/20/25. I have never hard such a hard time. Treating me so rudely and unprofessional. And to hang up on me. I let them know I will not pay for this balance of $326.28 and not living there. I had informed *** that this bill needs to go to the landlord of the property. I refused to give them my new address due to privacy.

  Business Response

  Date: 02/26/2025

  Good afternoon,

  Thank you for contacting Tacoma Public Utilities ***************** We have received your inquiry via the Better Business Bureau regarding your incorrect move out date. We don't have any records of you or the owner placing an online request or calling to stop your service therefore we don't know when tenants are moving unless we are contacted. You mentioned leaving a message but we don't have a voicemail option. We apologize it may be possible you were speaking with a different utility in ********?  I have contacted the owner to confirm the move out date and will correct the invoicing to reflect the correct date and balance once he returns the call. We strive for excellence in our **************** and will provide coaching as needed with the representative regarding your interaction to the call center. If you have any additional questions, please contact our **************** ********************** at *************, Monday through Friday from 8:00 am to 5:30 pm.  

   

  Sincerely,

  Tacoma Public Utilities ****************

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22878213
  
  I am rejecting this response because: I have tried since 12/24 to get this account closed and they keep sending me bills that I have not lived in this residence. The customer service and supervisor for this company are rude and not willing to support and resolve this situation but to only receive higher and higher bills.

  I received an email from TACOMA PUBLIC UTILITIES. On 2/28/25. Asking for me to send proof of my new rental contact. Please see attachment. That proves my residence. 

  I sent a copy of my rental contract at my new residence as proof over to Tacoma Public Utilities email on 3/1/25. The email said they were unable to contact the landlord. I have done everything in good faith to get Tacoma Public Utilities to remove my name off the billing. Due to this I requesting to adjust and cancel me off any balanced owed. This unnecessary stress of calling and speaking to the company and not doing anything but to be rude and say they could not do anything by the *** and a supervisor to over talk me. 

   

  I am requesting that they see the proof I have attached. And do not send me to collections or seen as a billed not paid for so many days to the credit bureau. I should have a 0.00 balance and will not pay for any late fee's. I would like not to be contacted as I do not live at the residence they are trying to illegally charge me for.

  Sincerely,

  
  ****** *******

  Business Response

  Date: 03/10/2025

  Good morning ******,

  Thank you for contacting Tacoma Public Utilities ***************** We have received your inquiry via the Better Business Bureau regarding your request to change your move out date. The owner returned my call on Friday 3/7/2025 and confirmed you were responsible for the services until 12/31/2024. I have corrected the move out date of services from 1/30/2025 to 12/31/2024 and generated a new final invoice that will be mailed to your new address *************************************************************. We apologize for the confusion. The screen shot of the new rental agreement isn't a document that will allow us to change your agreement with your prior landlord for dates the services were to remain in your name. To complete this request we require either your rental agreement with the owner for that property or confirmation from the owner. 

  
  With regards to your balance being 0.00 and not paying any late fees your final balance due is $229.13 on 3/25/2025. The final billing period is 12/12/24-12/31/24 and the balance for that period is $39.96 however you have charges from your prior two billing periods due. You made a payment of $47.20 on 1/18/2025 after the Climate Commitment Act credit we posted to your account in August of 2024 the remaining balance of that invoice for the billing period of 9/11/2024-11/6/2024 was $47.20. The next billing period is 11/7/2024-12/11/2024 and the balance of $236.37(total from both periods) was due on 1/2/2025. I have waived your late fees as a one time courtesy however they will assess every additional 30 days after 4/7/2025 if the balance is left unpaid. Thank you for your patience while we were working to resolve this issue. 
  If you have any additional questions, please contact our **************** ********************** at **************, Monday through Friday from 8:00 am to 5:30 pm. 

  Sincerely,

  Breane Tacoma Public Utilities ****************s

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22878213
  
  I am rejecting this response because:
  Tacoma Public utilities is still charging me past 12/20/24.

  I moved out 12/20/24. Started residency elsewhere and can show **** along with my new rental contract in pervious messages.

  I am being billed 1/13-1/30/25. See attachment.
  

  This is not my bill- past 12/20/24.

  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/04/2024

  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.

  I was charged $204 for an entire month and did not live there to use any water or electricity. I tried to dispute and get my billed lowered. They declined. I lived in the house the first month for 19 days and paid $154 using electricity, water and toilet. They are stealing from customers, and no one can do anything about it.

  Business Response

  Date: 06/07/2024

  Thank you for contacting Tacoma Public Utilities via the Better Business Bureau.  We have received your inquiry regarding your utility service.  After review of the address provided, our records reflect that the move out date has been corrected, re-invoiced and balance has been resolved.
   If you have any additional questions or would like to discuss your account in further detail, please contact our **************** ********************** directly at **************, Monday through Friday from 8:00 am to 5:30 pm or via email at *****************************************. 
   
  Respectfully,
  Breane
  **************** | **********************
  *****************************************

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21802313
  
  I am rejecting this response because:

  I asked why my bill was $200 for a month I did not use any resources and when I lived in the house for 14 days using the water, electricity and other resources it was $154. No one could answer me except that thats just how much it is. Id like half of my money refunded because this makes no sense to me. So basically I can live in the house paying $300 using the laundry, shower, dishwasher, toilet, heat, air conditioning, lights..etc and to not use any its $200. I believe that TPU is over charging folks and taking advantage of them. Look at me. No one even tried to take money off the bill. So yes, I would like a discount. 

  Sincerely,
  
  *******************************

  Customer Answer

  Date: 06/18/2024

  I would like half of the month of May refunded to me, I think that would be fair since I used an extremely small amount of electricity, water, utilitiesas I did not live in the home since 4-27-24 but still had to pay until May 28, 2024. 

  Business Response

  Date: 07/05/2024

  Good afternoon ******,

  Thank you for contacting Tacoma Public Utilities via the Better Business Bureau.  We have received your inquiry regarding your request for a credit. The invoicing and the date your service ended has been corrected to from 5/28/24 to 4/30/24 No additional charges were billing to you after that date. After the final invoicing was sent on 5/30/24 you called and requested the credit be applied to the owners account on 6/4 stating that you moved out at the end of April but didn't turn in the key until 5/28/24. At this time your closed account has a zero balance. If you would like to request a refund that would be between you and the owner to decide as we don't get involved in landlord tenant disputes. We apologize for the any issue this has caused and did our best to accommodate your request by correcting the original move out date and invoicing. If you have any additional questions or would like to discuss your account in further detail, please contact our **************** ********************** directly at **************, Monday through Friday from 8:00 am to 5:30 pm or via email at *****************************************. 
   
  Respectfully,
  Breane
  **************** | **********************
  *****************************************

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21802313
  
  I am rejecting this response because:
  
  I rented the house for the month of May, TPU is overcharging me $100 for that month that I did not use utilities. I want the $100 refunded.
  

  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/22/2024

  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.

  On May 22nd tacoma public utilities charged me twice both for $250.04 totaling $500.08, they offered no explanation for why this has happened. There is no accountability for these mistakes I am not a rich person this puts me at a huge deficit.

  Business Response

  Date: 05/31/2024

  Thank you for contacting Tacoma Public Utilities via the Better Business Bureau.  We have received your inquiry regarding your duplicate payment for your utility billing.  After review of the account, our records reflect that the account is on autopay and an additional payment was scheduled. In the future since the account is on autopay there isn't a need to schedule additional payments. We have placed the request with the ***************** to return your duplicate payment of $250.04 back to your bank account. There is a 7-10 business day waiting period for this to be completed. We apologize for the inconvenience this has caused. 
  If you have any additional questions or would like to discuss your account in further detail, please contact our **************** ********************** directly at **************, Monday through Friday from 8:00 am to 5:30 pm or via email at *****************************************. 
  
  Respectfully,
  Breane

• Initial Complaint

  Date:05/06/2024

  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.

  On 4/28 i set up a payment agreement with Tacoma power on 4/30 they sent a disconnect notice via mail. this was received on 5/1/24 after closing on We contacted them to see if the payment agreement covered the disconnect notice on 5/2/24 we were informed that this did. TPU call on 5/6/2024 to inform us of the disconnect for 5/8/2024 they then cancelled our payment agreement.

  Business Response

  Date: 05/08/2024

  Thank you for contacting Tacoma Public Utilities via the Better Business Bureau.  We have received your inquiry regarding your utility service.  After review of the address provided, our records reflect that the scheduled payment has been received. In the future if making a scheduled payment please call our office so we can place a lock on the account for the scheduled payment to post. These payments take 3 days to process and are not immediate. If the account is scheduled for the service to be disconnected the payment posting stops the disconnection. You have already placed the remaining balance in a payment agreement to hold the balance until the agreed upon date. 
  If you have any additional questions or would like to discuss your account in further detail, please contact our **************** ********************** directly at **************, Monday through Friday from 8:00 am to 5:30 pm or via email at *****************************************. 
   
  Respectfully,
  Breane
  **************** | **********************
  *****************************************

  Business Response

  Date: 05/08/2024

  Good morning,

  Thank you for contacting Tacoma Public Utilities via the Better Business Bureau.  We have received your inquiry regarding your utility service.  After review of the address provided, our records reflect that the scheduled payment has been received. In the future if making a scheduled payment please call our office so we can place a lock on the account for the scheduled payment to post. These payments take 3 days to process and are not immediate. If the account is scheduled for the service to be disconnected the payment posting stops the disconnection. You have already placed the remaining balance in a payment agreement to hold the balance until the agreed upon date.
  If you have any additional questions or would like to discuss your account in further detail, please contact our **************** ********************** directly at **************, Monday through Friday from 8:00 am to 5:30 pm or via email at *****************************************. 
  
  Respectfully,
  Breane
  
  

• Initial Complaint

  Date:03/14/2024

  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.

  On the 6th I scheduled a payment to come out of my account on 3/15. On 3/13 they shut off the power to my house. I checked their app and it showed paid in full. I called in and was told it was because I didn't pay my bill or make a payment arrangement. The representative saw that my payment was to come out in three days but still proceeded to tell me I made no arrangement. The fact that there was a payment schedule is in fact an arrangement to pay. They cut off power to my entire home in which my kid was sick. My animals aren't even able to be outside in the cold let alone on the inside.

  Business Response

  Date: 03/21/2024

  Thank you for contacting Tacoma Public Utilities via the Better Business Bureau.  We have received your inquiry regarding your utility service.  After review of the address provided, our records reflect that the balance has been resolved and the service reconnected. In the future if making a scheduled payment please call our office so we can place a lock on the account for the scheduled payment to post. These payments take 3 days to process and are not immediate. If the account is scheduled for the service to be disconnected the payment posting stops the disconnection.
  
  Due to the duplicate payment you processed as a courtesy we have reversed your credit card payment from your utility account and you should see this refunded to your bank account within 3-5 business days.
  If you have any additional questions or would like to discuss your account in further detail, please contact our **************** ********************** directly at **************, Monday through Friday from 8:00 am to 5:30 pm or via email at *****************************************. 
  
  Respectfully,
  ******
  **************** | **********************
  *****************************************

• Initial Complaint

  Date:02/01/2024

  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.

  There are numerous complaints that need to be addressed:- I have set up autopay THREE months in a row now, each time it says the payment is successfully saved. The following month I get a notice that payment has not been made and are being assessed a fee. This requires me to call in and pay by phone everytime. This system does not work.- I have a vacant property. Nothing in on and the house is locked and secured. This past month it shows I accrued $400 IN ONE WEEK for electrical usage. They say its their new smart meter showing high usage for that week. The house was vacant and nothing was turned on. Even my other properties that have multiple units have never spent more than $400 IN ONE MONTH. This makes zero sense and Im not paying it, yet they continue to threaten me.- Magically now that I have left negative reviews, refused payment, and am filing complaints. They found an unpaid bill from THREE YEARS AGO saying I owe them money for. This is ******** and retaliatory. I have no debts with this company. Yet theyre magically finding debts after I voice a complaint. This needs to be handled.

  Business Response

  Date: 02/08/2024

  Thank you for contacting Tacoma Public Utilities via the Better Business Bureau.  We have received your complaint regarding balances on your account. 

  Upon review of the account, our records reflect that the bill indicated in this complaint, also included past due charges.  Our records reflect that payments have since been received.  We are unable to provide specific account details via a third party source.  If you would like to discuss your account in further detail, please contact our **************** ********************** directly at **************, Monday through Friday from 8:00 am to 5:30 pm or contact us via email at *****************************************.  

• Initial Complaint

  Date:01/29/2024

  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.

  TPU has been overcharging me since last year around June. I paid multiple times to get my account in good standing and each time I paid it off, they added new charges to the account. I informed them that I have been over paying and they agreed with me, yet refused to do anything about it. I went to my bank to get back my overpayment and now TPU wants to come after me again with charges. And now threatening to disconnect my utilities.

  Business Response

  Date: 02/14/2024

  Thank you for contacting Tacoma Public Utilities **************** via the **********************.  We have received your inquiry regarding charges and the status of your utility services. 

  Upon review of the account for the address indicated, our records indicate that services were disconnected due to non-payment of utility charges.  We show that a payment has since been received and service have been restored.  Please note that we are unable to discuss details of the account via a third party.  If you would like to discuss the account in further detail, please contact our **************** ********************** directly at **************, Monday through Friday from 8:00 am to 5:30 pm.  

• Initial Complaint

  Date:01/18/2024

  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 am customer of TPU i am low income family with 3 small children under the age of 5 with the youngest being 2yrs old and autistic. So it is quite insensitive of a company to cut of my power without any prior notification to me the account holder. Instead they notify my ex wife who i have been divorced from for over year. Despite me updating my communications preferences back to my email twice. So now the shut my power off after 4 pm so off course all availble resources like 211, churches, dshs are all closed. When i call TPU customer care they are unsympathetic to situation partly caused by their billing department incompetence of notifying me prior to disconnect cause if i had been i would of opt in for payment resolution but off course i am no longer eligible once power been disconnected. So now i am sitting in the cold and dark with my three small children and autistic one is not understanding of the situation and obviously very upset and not easy to console.

  Business Response

  Date: 02/07/2024

  Thank you for contacting Tacoma Public Utilities via the Better Business Bureau.  We have received your inquiry regarding your utility service.  After review of the address provided, our records reflect that service has since been restored.  Please note that payment is required to guarantee service.  Disconnection notices are mailed to the address of record as indicated on the account.  If payment arrangements are needed on account, we ask that customers contact us prior to interruption in service.  Once a service has been disconnected, payment in full of any past due charges is needed to restore the service. 

  If you have any additional questions or would like to discuss your account in further detail, please contact our **************** ********************** directly at **************, Monday through Friday from 8:00 am to 5:30 pm or via email at *****************************************. 

• Initial Complaint

  Date:11/15/2023

  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.

  TPU advised a month ago that my meter was aged and needed replacing. I consented to the replacement (although I will note I was being told, and not asked). One month later, and my electric output is SEVERAL MONTHS worth of output in one billing cycle. It is at least double any prior billing cycle within the last three years. TPU, upon contact, indicated that the meter is more accurate now, and that is why the output is high. Once I clarified that this isnt the toaster or something the new meter is picking up, they advised me to hire an electrician. I declined as I am not responsible for an incorrectly registering meter. I requested to escalate the matter. This was declined. I requested an agent come and confirm, physically, that the meter is properly registering. Again, this was declined. I cannot help but draw a parallel between the installation of the better meter and the almost 3x increase on my utility bill the next cycle. I am currently exploring other utility service options, and have no choice but to question the ethics and integrity of TPU.