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Florida Governmental Utility Authority [FGUA] review: water service
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This company assigns the amount of deposit for a customer based on their zip code. The highest deposits are disproportionately assigned to those lower income areas that a populated by minority customers. In addition they do not transfer prior paid deposit to a new residence in a move. A 2nd deposit must be made in an equal amount, regardless to current or past payment account status.In effect holding 2 deposits until such time as they feel they want to cut a refund check. Exp. - Residence 1 - 170.00 deposit in place, last bill 80.00 (170.00 - 80.00 = 90.00) they retain until ? mean while;
Resident 2 - 170.00 (90+170.00 = 260.00) in deposits held and no balance owing on an account. IF you have no prior balance at prior address they would in fact be holding 340.00 in deposits unwarranted. In addition to this complaint the water service bill goes up without any justification, first year amount was 70.00 then it went to 80 then 112.00 and finally I called and they said must be a leak in my house. Had plumber come out no leaks anywhere, no additional person added (as they implied) nothing changed, this went on for 6 months and I followed every single thing they said to do all the while they tried to justify the increases finally they sent someone out and of course they said NOT their problem. However, all the sudden the increases stopped and bill plateaued at 80.00 and has been the same for over 6 months.
Thank you for your comments concerning FGUA security deposits and billing history. Please be advised that the FGUA has not regularly monitored concerns posted on the complaintsboard.com. We were only recently made aware of your concern, as an e-mail was sent by complaintsboard.com to an e-mail that up until recently, was not monitored by Senior FGUA Management. We are now working through the unaddressed comment forms as of February 2022.
In regards to security deposits, deposits vary based upon the history of the system and the rates for the particular system. Deposits are typically three times the historic average monthly billing statement, and are retained until a tenant's account is closed, or the property owner's account is closed at the time of the sale, or when a tenant establishes service at the property.
In regards to the changes in consumption, the FGUA is responsible for ensuring that its meters are accurately capturing consumption, and that all measured consumption is read and billed. Customer Service staff can have technicians dispatched to reread the customers' meter and provide a meter accuracy test at a customer's request. In addition, staff can provide guidance on avenues to look at for consumption. In instances were a plumber finds no leak on the property, the FGUA encourages customers to maintain a daily journal of their consumption, and write down what activities and appliances were used, and read the meter daily of the consumption registered on the meter. This will provide an indication of when and what may be using water.
If you have any current concerns, please feel free to submit an FGUA Website E-mail Comment form at: https://www.fgua.com/support-center/contact-us/email/, so our Community Services Team, acting as the Customer Ombudsman for the utility, can provide assistance. Thank you, Matthew Rihs, FGUA Community Services Manager
This complaint has been resolved automatically due to user's inactivity.
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