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FGUA

United States,
Florida

Consumer complaints and reviews about FGUA

Reco Send email
 
Aug 31, 2018

They steal our money every month

My water bill it used to be 45$ to 65$ now with this company it’s 175$ average a month they steal our money we have to do something to stop this people from rob us
bigshu74 Send email
 
Aug 25, 2018

meter

After installing a second meter without telling them one manufacturer by the same company as there's they tell me it's not accurate because they didn't install it. The second meter read half of what theirs did. Their days are numbered.
bigshu74 Send email
 
Aug 25, 2018

270 a month family of 4

They are robbing us all. Had a second meter installed it read half of what there's did. It will coming crashing down on them soon.
unhappy camper Send email
 
Aug 7, 2018

EXTREME HIGH BILL

I live in a small condo 1000 Sq feet, household size, 2 PEOPLE!!! moved FROM A 2800 Sq Ft. HOUSE household size 5 People on City of Tavares water. My highest bill was 200-215.00 with a large property running irrigation!! Now I'm paying 154.59-175.00 again, with 2 people ONLY. In looking at the graph that appears on my it show in July 2017, only 30 gallons (per graph) was used, but July 2018 I some how managed to use 65?? So looking at the beginning of 2018 Jan, Feb, Mar I used 65-70 gallons?? and April, May and June 42-50 gallons. The water tastes awful to the point I will not drink it or give to my dog....I buy bottled water. Something has to be done about this billing of water usage. As a customer we can only go by what FGUA says we used but who REALLY KNOWS. Where I live we are not billed for any extras like watering lawn (what tiny bit I have at my condo). When people ask me what my water and electric runs before they buy or rent I will not lie to them. I will tell them the truth about the extreme high prices and quality.
I'm going to start reaching out to public officials because this is just WRONG. People can't afford to live anymore mainly because of the PRICE GOUGING.
Lorij Send email
 
Jul 29, 2018

Billing

I would like to bring to someones attention about the billing dates on FGUA bills, since I have been a customer my billing due date has gone from the 31st of the month to the 21st of the month last month it was the 17th, now because I was waiting to pay my bill until I could actually talk to someone at FGUA they moved my billing date to the 14th. As for being able to talk to someone every time you call there is a 15 - 30 min wait to talk to a representative.

FGUA is one of the highest water and sewer charges in my area.

Thank you,
Lorij Send email
 
Jul 29, 2018

Billing

FGUA - it isn't listed above.
I would like to bring to someones attention about the billing dates on FGUA bills, since I have been a customer my billing due date has gone from the 31st of the month to the 21st of the month last month it was the 17th, now because I was waiting to pay my bill until I could actually talk to someone at FGUA they moved my billing date to the 14th. As for being able to talk to someone every time you call there is a 15 - 30 min wait to talk to a representative.

FGUA is one of the highest water and sewer charges in my area.

Thank you,
Lorij Send email
 
Jul 29, 2018

Billing

FGUA - it isn't listed above.
I would like to bring to someones attention about the billing dates on FGUA bills, since I have been a customer my billing due date has gone from the 31st of the month to the 21st of the month last month it was the 17th, now because I was waiting to pay my bill until I could actually talk to someone at FGUA they moved my billing date to the 14th. As for being able to talk to someone every time you call there is a 15 - 30 min wait to talk to a representative.

FGUA is one of the highest water and sewer charges in my area, and their customer service is non existant.

Thank you,
gmajunkmail Send email
 
Jun 23, 2018

Quality

I moved to Trinity from Wesley Chapel in 2009. I was immediately appalled at the high prices, and more so, the low quality of the water. The water smelled, and is visibly dirty. Unable to move, I dealt with it by using water filters everywhere I possibly could.

I purchased a home in the same vicinity 2 years ago. Over the last few months, I've notice a marked decrease in my water pressure. Thinking it might be something in my home causing it, I had it checked by a plumber. Nothing found. Continued to have a problem, and the problem sometimes is so bad that the water is down to a drip. Unable to flush toilets properly, unable to use my hose to bathe dogs, or wash car, unable to use a single shower at times, unable to run any two water sources at the same time, even when the water is at its' best.

Confirmed with neighbors that they are having similar problems. Called FGUA, and they sent service men out on two separate occasions. Was told that the pressure is fine according to their gauges. Was also told by the second service man that I should call immediately when I'm having a problem even if it's after hours, and that I should specifically ask for him. He claimed that he doesn't live far, and would be willing to come even if it's after his normal shift, as the only way he would be able to determine the source of the problem is to be there when it happens. I followed his directions, and called one afternoon at 5:30. Guess who never showed up?

Your water quality is still sub-par, and your service is even worse. Yet your rates continue to rise. I am actually considering moving from this area to escape your agency. That's pathetic, and speaks volumes about you as an agency. You should be shut down, and another agency brought in to fix your disaster.
scaappraisals2000@yahoo.com Send email
 
Jun 5, 2018

No credit for bill paid

I have paid every water bill to FGUA this year, and in April they cashed my check, and did not credit my account. I went in there with cancelled check and showed on the next statement where they did not credit my account, but cashed the check. They said they would look into it. Now every month since then my bill has been double because they refused to credit my account for the check they cashed. I am receiving threats for cut off of service, If I don't pay a double bill. By the way in May, unknowningly about this situation, I did pay a double bill, and I am being billed double again. They refuse to correct the situation when I am in their office, keep saying they will look into it, but never do. I have had it with them. Is someone going to look into this or do I just get an attorney and sue FGUA. If I have to sue them it will be for a lot more than the $100 + water bill they will not credit me for.
klitt Send email
 
Feb 21, 2018

Billed for service not performed

Hello,

I contacted FGUA this morning to see if I could possibly have an extension to pay my bill. To make a long story short I was told I was on the cut off list and could pay today.

I was cut off and had to call back to see if that was ok and if I wouldn't be shut off, when I reached another person I was told I had to pay my bill plus $125.00 for a re-connect fee? My water had not been shut off at this time....

I argued that they were making me pay for a service they had not performed but they still made me pay for it...

Then still not cut off after paying the customer service lady stated that they still had to come out and service our home......I stated that my water was not shut off so that was not necessary.

Now 1/2 hour later my water gets shut off?????

It has since been turned back on after a while but I was made to pay for a service that was not performed at the time of payment and should not have been carried out just so they can claim they did it.....THIS IS WRONG and I would like my $125.00 returned..
louisdaquino Send email
 
Jan 18, 2018

Overbilling

These people are nuts. I live alone and they have me down for using over 9,000 gallons of water the same month they installed new meters. My $50 bill went to $120. This company has been ripping people off for years. House has been checked and there are no leaks. Somebody in our local government should fix this.
SergiyO Send email
 
Jan 12, 2018

Overbilling

Overbilling. Horrible Costumer Service. Avoided helping costumer until demanded.
My usual bill is around 45$ per month. Over the sudden I get a high bill in the 80's. I assume they are adjusting underpaid usage, since they guesstimate the usage and that's for sure: since 2 month in the row it'll be 44.3 or next 3 month same bill 36.77... and then I get two 88.55$ exact same overbilling 2 month in the row. When I call to find out what is the issue, in a professional manner, I get a rude costumer service lady. Instead of helping, she tried to blame me (her name is CARLA)... There is no leak, the new bill is back down to $60 and that's after I power pressure washed the house and deck (and still less, then when I was not even home a lot for the high bill). Now they want to charge me fees because I refuse to overpay. 1 person same house, no change, doesn't warrant 250% spike in billing 2 times in the row.

To me it should be simple. Check the issue, provide good costumer service, I don't even mind overpaying a little. But they can't even get that right. Rude and unprofessional. Still waiting for a manager to call back. Planning on going there in person. Ridicules company and horrible costumer support ethics.
SergiyO Send email
 
Jan 12, 2018

Overbilling

My usual bill is around 45$ per month. Over the sudden I get a high bill in the 80's. I assume they are adjusting underpaid usage, since they guesstimate the usage and that's for sure: since 2 month in the row it'll be 44.3 or next 3 month same bill 36.77... and then I get two 88.55$ exact same overbilling 2 month in the row. When I call to find out what is the issue, in a professional manner, I get a rude costumer service lady. Instead of helping, she tried to blame me (her name is CARLA)... There is no leak, the new bill is back down to $60 and that's after I power pressure washed the house and deck (and still less, then when I was not even home a lot for the high bill).

To me it should be simple. Check the issue, provide good costumer service, I don't even mind overpaying a little. But they can't even get that right. Rude and unprofessional. Still waiting for a manager to call back. Planning on going there in person. Ridicules company and horrible costumer support ethics.
Deal195 Send email
 
Oct 17, 2017

Inviting themselves to come on my property without me knowing it and digging up my yard and putting the blue water pipe in

October 16th 2017 12:30 p.m. me and a friend come home to find quite a few men tearing up my yard with shovels putting in blue plastic water pipe from the front of the yard to all the way to the back of the yard 50 ft long digging hole without giving me a notice of they're coming to do it on this day they damaged some of my fence that I put up a couple of weeks ago they were very rude when talking to them didn't care for my property didn't put some of the stone that I had back in the ground totally no respect from these people that fgua hired to come on my property have a little respect for the community we do pay taxes and we do drink your lousy water
Beto239 Send email
 
Oct 12, 2017

Horrible costumer service

Worst costumer service ever Xiomara is always so rude and disrespectful on the phone. I asked for a manager and a corporate number refused and put me on hold forever.
BTMOTORS1 Send email
 
Aug 15, 2017

water

they are refusing to turn on my water because I do not have ownership or lease But I do have adverse possession paper work where I filed with the county the property been abandon . Can any HELP OR DOES THIS HAVE TO GO TO COURT?
S.D. Send email
 
Aug 8, 2017

Overcharge and VERY rude/unfriendly

The rudest customer service professionals(if that's what you want to call them) that I have ever dealt with, plus my bill quintupled, $38 to $306, then back down to $38, in one month to the next. It's 8:30am, as I walk into the 12x12 waiting room of FGUA on Perrine Ranch. I ask the lady (Teresa, who refused to provide her last name as she stated, "I'm the only Teresa here, and you're not getting my last name", so I cannot accurately report the person i spoke with) at the front desk if we can review the bill, and as I start to explain, she cuts me off, and "DEMANDS" information. Not even a response to my greeting of "good morning, how are you". As I begin to give her information to pull up the account, meanwhile, she is holding a copy of my bill in her hand, I can tell she is automatically put herself in a defensive position, like she knows how bad the company is.

So, my water bill has been less than 5,000 gals for the first 7 months of the annual cycle, and then the last 4 months, the house has been vacant showing zero gals of usage, and my bill was $40 average. Then i get a call stating my water bill is out of the ordinary for usage. They complete a leak test at the meter -no issues, no leaks in the house, no tampering with water by strangers, and no-one living in home. My bill showed 24,000 gals of usage. So, with an annual run rate of less than 5,000 gals, and no issues detected, i am being told that they will not adjust or research the issue, unless i request it, which i did. They are doing an accuracy test, but only after i showed up in person to discuss the bill. Why not do it first thing when you noticed the bill was extraordinarily high, with zero reasoning for it? All the excuses they gave me(i.e. watering grass, filling pool, water softeners, etc.) to increase the water bill, did not fit the mold of the property. I mean c'mon, it's an 1,100 sqft home with two bathrooms. It's almost impossible to use that much water for 2 people at pretty small home. It just doesn't make sense that FGUA wouldn't even take a common sense approach to this. Needless to say, this is going to be a long uphill battle with this terrible governmental utility authority.
signofwater Send email
 
Jul 15, 2017

Overcharge & Threat of more charges

I have owned my home now for 1 year and 10 months. In this time I have never received an accurate monthly statement and have paid every bill on time. I have received 3 large bills for actual consumption and the rest have been "estimates" that go up and down monthly. The first was supposed to fix the problem so I paid...it did not. The second large bill I called the office about and after speaking with several people I was able to get an adjustment and assurance that the statements would be accurate going forward. That was a lie. So, this past month I get a statement with a large bill and call again. After two weeks of waiting for a return phone call I finally spoke with Shannon after calling her office. She said that she made all the adjustments she could, including the miscalculated taxes I had to find. I said last time this happened I paid less, so why is it so high this time and why does this keep happening? She looked up my last adjustment and said that there was a clerical error and if I brought it up to her supervisor they would correct the error and charge me even more. Wow. So I just paid. What else am I supposed to do. I'm held hostage, I can't afford any more so I tuck my tail between my legs and pay. I feel like I'm being threatened into compliance with a service company that gives me random bills and at random times and for some reason can't provide me with an accurate statement. And the kicker is I'm stuck, I can't go to a different company or complain to anyone that can do anything for me. It's like I'm getting my drinking water from the mob...pay the amount we say when we say or else it's gonna cost more.
michelleRogers Send email
 
Mar 31, 2017

OVER CHARGED

My family member has fgua he's a home owner disabled from massive heart attack
He has not had running water with this compamy in over a year his normal bill was around 20 a month ,,they say he had water link but we had it inspected and no leaks we even changed old pipes and more ..now he has a bill for around
3000 and not had water in a year cause he's disabled with serve brain injury's he can't work and pay these high bills ..can some one please tell me what I can do to help him get his water back on ..this company is a rip off they want 300 to turn it back on and 200 month for something he does not owe ..one month they charged him over 800 dollars for one month ..I bought old pipes in to water company like they asked me to show repairs and they changed there mind and said no he still has to pay old bill of 3000 dollars ..seriously they are ripping people off .
My name is michelle please someone tell me what I can do ..thank u ..
Ivelina Send email
 
Jan 4, 2017

Deposit back issue

In march 2016 I moved out my previous residence ans moved in an apartment complex where the water bil was included, so had to cancel my accout with fgua. They asked me for an additional address where I will recieive my deposit back and I gave them my friends house's address. I've been asking him, if there is mail and he said nothing ever arrived for me. I called back in june to see how things are going and fgua was assurin me that it takes up to 10 weeks. Some time passed and I realize that nobody's calling about my deposit. Called back in november and they said they will check my case. Nobody calles as always and it's been 6months !!! I call back in december and they said " Somebody cashed your check in may." And meanwhile they had no clue, even tho it should show on the record. I did not believe so asked for the back of the check and the lady said it can not print !! Next week I went there my self, because got sick of waiting. They printed out the back which came out just like a bunch of dots all over the paper and said again that is all they can do.. I am extremly unhappy with those ppls behaviour. When they want their money we the customers need to pay NOW, but when I want my deposit back, it takes a year !!!!
Need help from anyone that might know what I can do about my case.
My number is (636) 669-4669 / Eve
If anyone has any clue please contact me
Ivelina Send email
 
Jan 4, 2017

Have not gotten my deposit from 2016

In march 2016 I moved out my previous residence ans moved in an apartment complex where the water bil was included, so had to cancel my accout with fgua. They asked me for an additional address where I will recieive my deposit back and I gave them my friends house's address. I've been asking him, if there is mail and he said nothing ever arrived for me. I called back in june to see how things are going and fgua was assurin me that it takes up to 10 weeks. Some time passed and I realize that nobody's calling about my deposit. Called back in november and they said they will check my case. Nobody calles as always and it's been 6months !!! I call back in december and they said " Somebody cashed your check in may." And meanwhile they had no clue, even tho it should show on the record. I did not believe so asked for the back of the check and the lady said it can not print !! Next week I went there my self, because got sick of waiting. They printed out the back which came out just like a bunch of dots all over the paper and said again that is all they can do.. I am extremly unhappy with those ppls behaviour. When they want their money we the customers need to pay NOW, but when I want my deposit back, it takes a year !!!!
Need help from anyone that might know what I can do about my case.
My number is (636) 669-4669 / Eve
If anyone has any clue please contact me
NotHappyWithU Send email
 
Oct 6, 2016

FGUA overcharging for PASCO water

2016-OCT My bill also contains 2 meter charges at $22 each. That's $44 PER month, on top of their "metered" usage which ROUNDS UP to the nearest thousandth. In other words, if I use 1001 gallons, I am charged for 2000 gallons. My monthly bill averages $160 when it used to be $45 with Mad Hatter Utilities, just a few years ago.
NotHappyWithU Send email
 
Sep 16, 2016

FGUA

The following letter was written to Florida Senate, in 2014; unfortunately, with no helpful follow-thru action:

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- --
Sent: April 2014
To: LEGG.JOHN.WEB <LEGG.JOHN.WEB@flsenate.gov>
Cc: BECKY ZIZZO <ZIZZO.BECKY@flsenate.gov>

The Tampa Tribune recently ran an article, regarding the very high invoices we Pasco residents have been receiving as of late. In particular, since our former "Mad Hatter" water and sewage company was sold to FGUA, our monthly bills rose nearly 50 to 70 percent.

On a separate note, many residents are confused why FGUA - a private company not affiliated with any govt office - would be permitted to have the word "Government" in their title. Why is this?

I urge you to vote for the reduction of our water services. PSC has been way too pro-corporation and anti-consumer.

I also urge you to include FGUA in the legislation as they charge significantly more than Pasco county and double the companies they have purchased.

Thank you for your prompt attention to this matter.

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- --

Response received:

From: LEGG.JOHN.WEB [mailto:LEGG.JOHN.WEB@flsenate.gov]
Received: April 2014
Cc: ZIZZO.BECKY
Subject: Utility Projects complaint (flsenate.gov) - Mad Hatter and FGUA

Thank you for your contacting my office regarding Senate Bill 910 (Utility Projects). The goal of this legislation was to provide a new bonding avenue for local, municipal utilities, which would lead to lower rates for those utilities that would be passed onto the consumer in the form of rate reduction. Unfortunately, this bill was not heard in the Senate Appropriations Committee and died as a result.

Over the next several months, I plan to research this issue further as I will consider sponsoring this issue further. Please continue to let me know your thoughts and concerns with this issue; they are very helpful in my assessment process. Again, thank you for your vigilance in this matter and for your active participation in your state government.

Kindest regards,
John
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- --
sforo Send email
 
Sep 16, 2016

Over billing

FUGA notified me today that I consumed 112,000 gallons of water since August 15 and will billing me over $900 this month. My normal usage is less than 1000 gallons when Im at the house but Im not even at that home this time of year and my pool guy says he has not needed any water for the pool at all this past month due to all the rain. Had a neighbor check the house and no signs of leaks. Where is 112,000 gallons of water hiding??.
rah1010 Send email
 
Sep 16, 2016

Overbilling/Abuse

I moved here 7 months ago and my water bill for one person is $175/month. Where I used to live in Pinellas I paid $55/month. Apparently FGUA is NOT a private company. It's actually a GOVERNMENT ENTITY, and as such is NOT REGULATED by the Florida Public Service Commission.

I would start complaining to any and all PUBLIC OFFICIALS until they actually resolve these abuses.

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