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Florida Governmental Utility Authority [FGUA] review: Billing dispute
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Attached to this mailing is documentation proving that my water service was disconnected, paid in full, and turned OFF by FGUA September 2023. THIS ACCOUNT, FGUA [protected], was closed and deactivated. It is documented in the service termination letter provided by Amanda, FGUA, that the water was to be turned off by FGUA technicians and no other action was required on my part. This house, located at 34 Treetop Circle, Ormond Beach, FL was vacant and for sale.
Approximately one year later, On 10/2024, as evidenced by the attached documentation, we contacted FGUA to begin new water service to the residence due to the inability to sell the home. The new service required proof of ownership, security deposit, connection fees, additional info, user profiles, payment setup and more service fees. THE NEW FGUA ACCOUNT NUMBER, [protected] was provided.
This new account, on the second billing, had a balance of $2853.92 added to it from unknown origins. Initially, FGUA representative Maria, stated that we must have a water leak or meter issue . Of course we did the prudent action of hiring a water leak detection company and a plumber to resolve the issues. We did replace the leaking water heater. We were then informed that the majority of the excessive bill was not from the water but back billing to the closed account from one year prior. Yes, the same account that was already paid in full, closed, and not in use for the vacant house. The water leak, if any, would never have occurred if FGUA actually shut the water off to the residence as they had informed us in the attached documentation.
Desired outcome: Billing Adjustment
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Thank you for brining Mr. Rutfield's concern to the FGUA's attention. FGUA did want to share that FGUA Assistant Community Services Manager John Nieves worked closely with Mr. Rutfield from early March to early April on his concerns, and also worked with FGUA Billing and Operations Staff to review and address the concern to Mr. Rutfield's satisfaction.
FGUA removed the backbilled consumption and base charges at Mr. Rutfield's property from November 7, 2023 to October 4, 2024; as Mr. Rutfield has previously closed out his account, and FGUA does not assess or bill consumption or base fees to a property owner following an owner closing an account, as FGUA does not have an inactive utility account fee policy to bill availability of service or consumption charges without an active owner or tenant account. These adjustments totaled $1,170.46
Mr. Rutfield also experienced a leak at the property when reestablishing service, and following proof of repairs provided by Mr. Rutfield, FGUA waived 50 percent of the difference in water and sewer consumption charges between the historic average cosnumption and the high billing statements, waiving an additional $259.20.
Additional administrative water and sewer consumption adjustments consistent with FGUA Board of Directors Approved-policy were applied following Senior Management review and approval due to unexplainable or unusual circumstances, totaling $696.60.
All the adjustments were applied by March 28, 2025, and Assistant Community Services Manager John Nieves called and reviewed the adjustments with Mr. Rutfield by phone on April 8, 2025.
A bench meter accuracy test was also conducted on Mr. Rutfield's meter, by an independent, third-party meter testing company, Mars Corporation, and the meter failed the accuracy test, running slower the American Water Works Association (AWWA) meter accuracy standards, and the meter was replaced on February 28, 2025.
Mr. Rutfield's account was closed on April 11, 2025, as tenant established service at Mr. Rutfield's property on April 11, 2025.
Thank you again for bringing Mr. Rutfield's concerns to FGUA's attention. If we can provide additional information, please let us know.
Sincerely,
Matthew Rihs
Community Services Manager
FGUA
This complaint has been resolved automatically due to user's inactivity.
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