ComplaintsforThe Pittsburgh Water and Sewer Authority (PWSA)

• Initial Complaint

  10/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 23, 2024, ******** ***** from the Pittsburgh Water and Sewer Authorities ****************** contacted me, stating her intention to assist and begin an investigation. As of today, October 19, 2024, I have received eight emails filled with promises, but Ms. ***** has still not visited the flooded property. My request with 311 Services was closed without my involvement, marked with Work Order ********* clarify the severity of the situation, water is seeping through the west wall of my house, filling a 5-gallon bucket in under two minutes. The house is flooded, and water continues to flow down ****************** to 27th St. around the clock, day and night, with increasing volume.I no longer understand what is meant by an investigation is being conducted. I initiated the request, my interests are directly impacted, and there is no confidentiality in this matter. The inspectors lack of action, in my view, is unprofessional and negligent. I have sent a formal letter to her supervisors, and the legally required two-day response window has passed without a reply.Confirmation email: Thank you for contacting the Pittsburgh Water and Sewer Authority. We have received your submission and it has been routed to the appropriate department. If you requested a response from one of our representatives, we will respond in two business days. To report an urgent water or sewer issue (such as low or no water pressure, or a suspected water main break), please call our 24/7 Emergency Dispatch at ************ (Press 1).Submitted on Fri, 10/04/2024 - 22:31 Submitted by: ****** ********** I request that a responsible official be assigned to this case and that clear communication methods be established. Please provide a legally specified timeframe for addressing this issue, and I urge immediate action, as I am facing serious mold problems, which pose a life-threatening risk that could have been prevented.

  Business response

  10/31/2024

  October 31, 2024
  
  
  Better Business Bureau
  Attn.:  ***** ******
  ****************************
  Pittsburgh,PA 15106
  
  
  Re:  BBB Complaint #********
          Account #*******
  
  Dear Ms.******:
  
  This letter is in response to the above referenced customer complaint submitted on October 20, 2024. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed the complaint and account for *******************************
  
  On September 27, PWSA created work order ****** to complete a **** inspection when a PWSA Plumber noticed water leaking. The **** inspection was completed and PWSA discovered an unknown jct was in bad condition a recommended a replacement. Following this investigation work order ****** was created to investigate the water main or service line for a leak.
              On October 4, 2024, PWSAs Green Infrastructure Maintenance Supervisor obtained a sample of the water, and it was a mixture of ground water and treated water. The customer was advised that ******************** is actively investigating this issue, and this was turned over to Field Operations. The water was being piped out of the basement of the property.
  
  On October 9, 2024, PWSA dug two holes on ****** St and both were dry. The leak was discovered on ********* (a few blocks away). 
  
  On October 11, 2024, ****** ********* filed an informal complaint BCS Case Number ******* with the PA ************************* referencing the leak investigation.
  
              On October 22, 2024, Work Order ****** was created to fix the leaking water main at **********************
  
  On October 24, 2024, PWSAs ********** repaired the water main. There was a crack on the 6 Inch Main. The water was restored and the hydrants in the area were flushed. The restoration work was completed.
  
  After further investigation, the leaking water main was located and repaired. The leak was several blocks away from the customers property and ******************** completed a thorough investigation, and the issue has now been resolved.
  
  If you have any further questions in this matter, please contact me at *********************** or via e-mail to *****************  
  
  
  
  
  
  
  
  Sincerely,
  
  ******** *****
  Compliance Manager 

  Customer response

  11/01/2024

  November 1, 2024
  Better Business Bureau
  Attn.: ***** ******
  ****************************
  Pittsburgh, PA 15106
  
  
  Re: BBB Complaint #********
  Account #*******
  
  
  Dear Ms. ************************ you for forwarding the response from the Pittsburgh Water and Sewer Authority (PWSA) regarding my complaint. However, I find the response inadequate and would like to address several issues that remain unresolved.
  
  
  1. Lack of Communication and Record Discrepancies
  ***** ***** or any other PWSA representative never informed me about work orders or actions taken by other departments. This lack of communication left me uninformed and hindered my ability to monitor the progress of this critical situation.
  
  
  Furthermore, I have documented records from 311 Services indicating that a work order was created on September 23, 2024, not September 27, as claimed by PWSA. This discrepancy raises concerns about PWSAs recordkeeping and their responsiveness to urgent matters.
  
  
  2. No Response to Official Requests and Lack of Accountability
  My original complaint to the ************************************** (***) was specifically due to PWSAs lack of communication regarding the ongoing water leak and their failure to respond within the two-day timeframe mandated for official inquiries. Even now, PWSAs response lacks an acknowledgment of these communication failures, does not provide any apologies, and fails to recognize their responsibility in this matter.
  
  
  3. Ongoing Mold Issues
  The prolonged water leak has led to severe mold growth in my property, which poses a significant health hazard. PWSAs delayed response to this issue has allowed mold to proliferate, increasing my concerns about safety and air quality within my home. I request immediate action to address the mold issues caused by the delayed repairs.
  
  
  4. Unexplained Closure of the Initial Work Order
  PWSA closed the initial work order without notifying or involving me in the decision, which left me unable to address the ongoing issue. PWSAs response fails to explain why this work order was closed prematurely or what criteria were used to justify this decision.
  
  
  5. Identification of the Responsible Official
  Throughout this process, I have struggled to identify a clear point of contact or responsible official for overseeing my case. Transparency and accountability are essential, and I request the name and role of the official responsible for managing each work order associated with this issue.
  
  
  6. Request for an Official Report and Consideration of Damages
  To better understand the actions taken on my behalf and to establish a record, I formally request a detailed report summarizing the investigation, findings, and repairs completed in response to my requests, including a summary of each work order (******, ******, and ******) created or closed in relation to my case.
  
  
  Given the environmental and health damage from the mold problems resulting from the delay, I also request clarification from PWSA regarding their willingness to compensate me for these damages.
  
  
  In conclusion, I am deeply concerned about the lack of effective communication, the inaccuracies in PWSAs records, and the health issues now affecting my property due to mold growth. For these reasons, I do not accept PWSAs response as a satisfactory resolution. I respectfully urge PWSA to fulfill my requests above, including providing clear communication, a full inspection, and a detailed report, to address this issue responsibly and transparently.
  
  

  Address for the business written response is ***************************************************************************. Official letter should be mailed in 3 business days from November 1, 2024
  Thank you for your attention to this matter.
  
  
  Sincerely,
  ******************************

   

  Business response

  11/15/2024

  November 15, 2024
  
  
  Better Business Bureau
  Attn.:  ***** ******
  ****************************
  Pittsburgh,PA 15106
  
  
  Re:  BBB Complaint #********
          Account #*******
  
  Dear Ms.******:
  
  This letter is in response to the above referenced customer complaint submitted on October 20, 2024. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed the complaint and account for *******************************
  
  On September 27, PWSA created work order ****** to complete a **** inspection when a PWSA Plumber noticed water leaking. The **** inspection was completed and PWSA discovered an unknown jct was in bad condition a recommended a replacement. Following this investigation work order ****** was created to investigate the water main or service line for a leak.
              On October 4, 2024, PWSAs Green Infrastructure Maintenance Supervisor obtained a sample of the water and it was a mixture of ground water and treated water. The customer was advised that ******************** is actively investigating this issue and this was turned over to Field Operations. The water was being piped out of the basement of the property.
  
  On October 9, 2024, PWSA dug two holes on ****** St and both were dry. The leak was discovered on ********* (a few blocks away). 
  
  On October 11, 2024, ****** ********* filed an informal complaint BCS Case Number ******* with the PA ************************* referencing the leak investigation.
  
              On October 22, 2024 Work Order ****** was created to fix the leaking water main at **********************
  
  On October 24, 2024, PWSAs ********** repaired the water main. There was a crack on the 6 Inch Main. The water was restored and the hydrants in the area were flushed. The restoration work was completed.
  
  On November 7, 2024, PWSAs Compliance Manager emailed the Director of Operations and the Deputy Director of Operations to contact ****** ********* after receiving a follow up response on the BBB Complaint ********. Following the email, a Manager of Field Operations visited the property at 1:30pm to speak with Mr. ********* but no one was available at the property. The Manager of Field Operations left a Claim for Damages form in the mailbox for ************* The Manager of Field Operations emailed the Compliance Manager,Director of Operations, and Deputy Director of Operations stating that the Claim for Damages form was left and this was the third visit to the property to speak with the customer and no one has been available.
  On November 15, 2024, PWSAs Compliance Manager emailed ***** ****** (Dispute Resolution Specialist for the BBB) stating that PWSAs Operations Team has attempted to contact the customer and the informal complaint response to the *** was delayed due to the filing of this complaint. The complainant must file the Claim for Damages and the additional questions regarding the communication and additional information will be provided by the Director of Operations or ***************** Following this email, PWSAs Manager of Field Operations called Mr. ********* at ************ and the call went unanswered. A voicemail was left requesting a call back. Once Mr. ********* returns the call to the Manager of Field Operations any questions can be answered.
  
  After further investigation, the leaking water main was located and repaired. The leak was several blocks away from the customers property and ******************** completed a thorough investigation and the issue has now been resolved.
  
  If you have any further questions in this matter, please contact me at *********************** or via e-mail to *****************  
  
  
  
  
  
  
  
  Sincerely,
  
  ******** *****
  Compliance Manager 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  In April pwsa put in a new meter at my house that I rent. Pwsa is now coming after my rental company for 3871.00 in accurate readings for the last 3 years they said they were estimated reading and now The rental company is making my family pay for it since we lived there but we never received the bills the rental company did so how was we supposed to know they were estimated. This should not be on the customer. It is the water companies job to make sure the readings are accurate and I would like this removed from my account the rental company account. In one of the papers that were sent out it said no one has checked my meter since 2017 that is 7 years how am I supposed to know these amounts are true and are really mine how do you know how much water I actually used in them months. You can't tell 100% therefore this is a crime and want it removed.

  Business response

  08/14/2024

  ****** *** **** ****** ******** ****** ******  ***** ****** *** * **** ******* ***** *** *********** ** *****
  
  
  Re:  BBB Complaint #********
          Account #*******
  
  Dear *** ******:
  
  This letter is in response to the above referenced customer complaint submitted on August 13, 2024. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has attempted to review the complaint for **** ******* but there was not a property address or account number provided. To investigate the customer’s complaint, PWSA will need the property address and account number. PWSA’s Acting Compliance Manager attempted to contact *** ****** on August 14, 2024 with the phone number provided as ************, but the call went unanswered.
  
  If you have any further questions in this matter, please contact me at 412-255-8800 ext., **** or via e-mail to ****************.
  
  Sincerely,
  
  Reginald B****
  Acting Compliance Manager 

  Customer response

  08/16/2024

  [
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I have attached a photo of the account number and the address is **** ******* ******.
  
  Regards,
  
  **** *******

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A water company employee noticed water pouring into my currently vacant rental property, told the neighbor he was going to report someone to come out. He reported it under the neighbor’s address, never contacted me, and for over a month, water was pouring into my property. The meter was broken, they replaced and are now trying to charge me for this negligence. No one let me know water completely destroyed my home, they don’t get back to me when I reach out to file a claim.

  Business response

  06/18/2024

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

  Re:  BBB Complaint #********
          Account #*******
  
  Dear *** ******:
  
  This letter is in response to the above referenced customer complaint submitted on June 14, 2024. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has attempted to investigate this complaint but there was not an account number or service address provided. A Compliance Manager called Ms. ******** on June 18, 2024 at the phone number provided as ************, but the call went unanswered. A voicemail message was left requesting a call back with additional information to assist the customer.
  
  If you have any further questions on this matter, please contact me at 412-255-8800 ext., **** or via e-mail to ****************.
  
  Sincerely,
  
  Reginald B****
  Acting Compliance Manager 

  Customer response

  07/01/2024

  The address is *** ******** ******* *********** ** *****. Account number is *******.

  the water company employee noticed water pouring into my home, and told the neighbor that he was going to have someone come out to shut the water off. This home is currently vacant, and no one called me to tell me about the water. Apparently he reported the water under the neighbors address, and no one called me as this occurred for over a month straight of water pouring into and destroying my home. I have been trying to get through to speak to someone for months, and it is impossible, as they only have one person in the company handling all of their complaints. 

  Business response

  07/05/2024

  **** ** **** ****** ******** ****** ******  ***** ****** *** * **** ******* ***** *** *********** ** *****
  Re:  BBB Complaint #********
          Account #*******
  
  Dear *** ******:
  
  This letter is in response to the above referenced customer complaint submitted on June 14, 2024. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed the complaint for *** ******** ******.
  
  On March 1, 2024, the owner, ***** ********, called Customer Service stating that a neighbor called two weeks ago that the property had water gushing into it and could not locate the meter to turn the water off. Ms. ******** stated that the main valve was shut off but does not understand why PWSA did not turn the water off and notify her. The Customer Service Representative contacted the Dispatch Department to see if there was a call regarding a leak on or near the property and there was no record. The Customer Service Representative scheduled an appointment for March 4, 2024, regarding zero consumption and negative readings.
              On March 4, 2024, Ms. ******** called Customer Service requesting to have the plumber arrive at an earlier time. The Customer Service Representative stated that the time frame is between 12pm and 3pm.
              Later, On March 4, 2024, a PWSA Plumber visited the property and discovered the water meter was frozen/broken and there were multiple water lines broken and there was no heat in the room with the water meter. The plumber removed water meter 23017896 with a final reading of 298 and installed water meter ********. The water service was not restored.
              On March 8, 2024, PWSA’s Advanced Metering and Infrastructure Department applied a $190.00 Meter Fee to the account due to the broken meter per PWSA’s Water Tariff Part III. Section D. 6. Damages to Meters: Meters shall be maintained by the Authority so far as ordinary wear and tear is concerned. Where damage to a meter result from the negligent or willful act of the customer, the actual cost of removing, replacing, repairing or testing a damaged meter shall be paid by the customer.
              On April 1, 2024, Ms. ******** called Customer Service requesting copies of bills from 2022 through 2024. The bills were emailed to *************************.
              On May 9, 2024, Ms. ******** called Customer Service to follow up on a Claim for Damages that she previously submitted. Ms. ******** stated that she emailed PWSA’s Corporate Counsel and received a response but there was no more interaction. The Customer Service Representative stated that an email will be sent on her behalf requesting a follow-up call on the investigation.
              On May 23, 2024, PWSA’s Paralegal confirmed with Ms. ******** that a telephone conference with PWSA’s Corporate Counsel is scheduled for May 24, 2024 at 2pm to discuss the Claim for Damages that was submitted on March 24, 2024.
              On May 24, 2024, PWSA Corporate Counsel called Ms. ******** at ************ and the call went unanswered. A message was left requesting a call back to reschedule and the Corporate Counsel reiterated that it has been difficult to connect with Ms. ******** and PWSA need additional information to properly evaluate and assess the damage claim.
  
  
  
  On June 13, 2024, PWSA repaired the public side of the service line. The plumbers made a new 1” tap and 1” ferrule. The connection to the service line was reconnected and the curb box was set to grade. The hole in the street was covered with a cold patch.
              On June 14, 2024, Ms. ******** called Customer Service for an update on the Claim for Damages and the services that are being billed. The Customer Service Representative stated that an email must be sent to ****************. The representative explained that the account would be billed for the minimums and the stormwater fees.
              On June 18, 2024, PWSA’s Acting Compliance Manager called Ms. ******** at ************ to obtain the account number or property address to respond to the BBB Complaint ******** but the call went unanswered. A message was left requesting a call back with additional information.
              On July 5, 2024, PWSA’s Acting Compliance Manager contacted Corporate Counsel for an update regarding the claim and the customer filed a BBB complaint. Corporate Counsel stated that there were two calls initially scheduled for May 10, 2024 and May 24, 2024 and Ms. ******** did not appear for either call. There was a follow-up call in June but there was no contact made. PWSA’s Corporate Counsel called Ms. ******** and left a message requesting a call back. Ms. ******** must contact PWSA’s Corporate Counsel to provide additional information so the claim for damages investigation can continue. There is no record of PWSA having prior knowledge of a leak at the customer’s property.
  
  
  If you have any further questions on this matter, please contact me at 412-255-8800 ext., **** or via e-mail to ****************.
  
  Sincerely,
  
  Reginald B****
  Acting Compliance Manager 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased my house in 2014. I have had issues with this company ever since I got it. My bill can be $0 and they out of nowhere had 500-600$ on top of my monthly bill. Had the puc investigate them and they were so confused they cldnt we’re lost and cldnt do anything. My bill was just paid. $1600 they cashed the check and are denying cashing the check and haven’t put the money towards my bill. Either someone is in the company is stealing money or they are just corrupt. I’m not the only one this happens to.

  Business response

  05/30/2024

  *** *** **** ****** ******** ****** ******  ***** ****** *** * **** ******* ***** *** *********** ** *****
  Re:  BBB Complaint #********
          Account #*******
  
  Dear Ms. ******:
  
  This letter is in response to the above referenced customer complaint submitted on May 14, 2024. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed the complaint and account for **** ****** ***
  
              On November 27, 2023, PWSA mailed **** **** a 30-Day Intent to Lien Letter in the amount of $1,612.30 for unpaid charges from April 17, 2022 through October 25, 2023.
  
  On February 7, 2024, PWSA mailed Dana **** a 10-Day Intent to Lien letter.
  
  On April 19, 2024, an individual, who was identified as ***** from Cognizant Tax Services, called Customer Service to obtain the account balance. The caller was advised that the total account balance was $1,960.49 ($1,856.55 past due) due on April 16, 2024.
  
  On May 9, 2024, Ms. **** called Customer Service stating that check number 911755 in the amount of $1,606.83 was cashed on April 29, 2024. The Customer Service Representative stated that there was no record of the payment of the account but the information will be submitted to the Collections Department to investigate. A response was provided that the check information was not logged in PWSA’s internal records and a copy of the front and back of the check must be submitted to continue the investigation.
  
  On May 21, 2024, the payment of $1,606.83 was applied to the account.
  
  After further investigation, PWSA located check number ********* from Core Logic Tax Service in the amount of $1,606.83. The payment was received and was cashed by PWSA on April 30, 2024, and it was not applied to Ms. ****’s account because there was not an account number applied. The funds were retrieved and applied to Ms. ****’s account. All payments submitted by the customer or a third party must include the account number to avoid any delay in processing the payment. This should be considered as resolved and closed.
  
  If you have any further questions in this matter, please contact me at 412-255-8800 ext., **** or via e-mail to ***************** 
  
  Sincerely,
  
  Reginald B****
  Acting Compliance Manager 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill for 878.16 from the water company for a property at **** ****** ** *** ** *****. This property has not been lived in or had water on for over a year . I called the company and asked what this bill was about the person put me on hold them came back and said that someone would have to call me back with some info. I waited about a week or so no call. I then called back and talked to a woman which tried to find the info in the system and then said that it looked like it was transferred. I asked her transfers from where and what because there has been no service at that property. She put me on hold then came back and told me that someone would have to call me back. I told her that someone said that before and no one has given me and answer yet. I said that I needed to know what was going on and that I didn't want to have any issues. She told me that no issues would happen that the bill was on hold and nothing would be added. She then told me that no matter if I have service on or not I will be charged 15.00 . I said for what and she said that's just how it goes. I told her that didn't make any sense but that I will wait for the call. As of today no one has called but now I received a bill from the collection agency stating that I owe this 878.16 on top of 118.55 for a charge not mentioned. I'm not sure what is going on but I wish to resolve this issue or get this off my account. I have not been told anything or have yet to receive a call or letter as to what this situation is all about. I have no prior bill with them and as of right now don't owe anything. This company refused to inform me of any info needed to resolve this issue that should not be here because there has been no service there in over a year. If you can please let me know how to resolve this ibwould highly appreciate it. Thanks in advance.

  Business response

  03/11/2024

  ***** *** ****
  
  ****** ******** ****** ******  ***** ****** *** * **** ******* ***** *** *********** ** *****
  
  Re:  BBB Complaint #********
          Account #*******
  
  Dear Ms. ******:
  
  This letter is in response to the above referenced customer complaint submitted on March 8, 2024. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed the complaint and account for **** ****** ******.
  
  As of July 8, 2016, ****** ****** was reported as a tenant at **** ****** ******. ****** ****** was added to the account as a tenant on August 9, 2016. As of February 22, 2022, ****** ****** contacted Customer Service to report that she was no longer the tenant at the property, and she was removed from the account. At that time, the account remained in the name of the name of the reported owner of the property.
  
  While conducting a routine account review, it was determined that ****** ****** was the owner of the property located at **** ****** ****** as of November 10, 2021, per the Allegheny County Real Estate website. The account was then transferred to the name of ****** ****** and an outstanding balance in the amount of $832.35 was transferred to the account. This amount represents unpaid stormwater fees, which are accessed to all properties within the City of Pittsburgh, and sewage treatment minimum charges billed by PWSA and on behalf of the Allegheny County Sanitary Authority (ALCOSAN).
  
  Ms. ******’ dispute has been submitted to PWSA’s internal Compliance department to reach out to her regarding her dispute and issue an investigation report.
  
  If you have any further questions in this matter, please contact me at 412-255-8800 ext., **** or via e-mail to *******************.  
  
  Sincerely,
  
  Brittany S******
  Deputy Director of Customer Service

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being billed for water services from my property in which I requested the service be shut off. There hasn't been anyone in the property for many years. I have requested an investigation, they allegedly turned it off from the curb. Apon my discovery,I called them back and the employee said it was still running from the curb. I have the visit on video tape. I have complained to the P.U.C. as well as tried to get help for a leak credit. To no avail the bill is 30,000 dollars. I am a disabled veteran, paralyzed and can not afford this bill for their mistake. They are still charging me. All my bills have been settled.

  Business response

  02/02/2024

  Dear Ms. ******:

  This letter is in response to the above referenced customer complaint submitted on January 30,
  2024. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed
  the complaint and account for 6931 Olivant Street.
  

  On December 12, 2018, PWSA generated a billing statement. This statement reflected
  two credits, $36.74 and $48.31, in the previous activity that were identified as a JTS Placement.
  

  On December 15, 2018, PWSA received return mail from the USPS, which indicated that
  the mailing was unclaimed and unable to be forwarded.
  

  On February 10, 2019, PWSA obtained an actual meter reading of 1866 for billing
  purposes. Following this meter reading, the account began to estimate.
  

  On February 11, 2019, a PWSA Billing Coordinator attempted to contact Mr. ***** to
  alert him of the recent high consumption meter reading. The call was not answered, and a
  voicemail was left. A High Consumption notice was mailed to ******* *****.
  

  On February 12, 2019, PWSA generated a billing statement for 59,000 gallons of water
  in the amount of $1,452.12. This bill was based on actual meter readings.
  

  On May 7, 2019, PWSA generated an estimated meter reading of 1867 for billing
  purposes.
  

  On May 13, 2019, PWSA mailed a certified 37-day termination of service notice to
  ******* *****.
  

  On May 31, 2019, PWSA posted the property with a 30-day tenant termination of service
  notice.
  

  On June 9, 2019, PWSA confirmed an actual meter reading of 2627 for billing purposes.
  

  On June 12, 2019, PWSA mailed a High Consumption notice and a Cath Up
  Consumption Billing notice to ******* *****.
  

  On June 13, 2019, PWSA generated a billing statement for 760,000 gallons of water in
  the amount of $20,094.24. This bill was based on an actual meter reading obtained after three
  consecutively estimated meter readings. The account was given credit for minimum monthly
  consumption via an adjustment of 2,000 gallons of water in the amount of $36.94.
  

  On July 10, 2019, a PWSA Senior Customer Service Representative attempted to
  contact ******* ***** to alert him of the scheduled termination of service for nonpayment to
  take place on July 11, 2019.The call was not answered, and a voicemail mail was left advising
  that the water service would be terminated on July 11, 2019 for nonpayment.
  

  On July 11, 2019, a PWSA Service Technician terminated the water service at the curb
  due to nonpayment.
  

  The customer is not currently being billed for water service and has not been billed for active
  water service since July 14, 2019. The monthly charges representing stormwater billing and
  base charges for the Allegheny County Sanitary Authority (ALCOSAN). These charges are
  detailed on the customer’s billing statements.
  

  The customer’s complaint has been addressed as an internal investigation and as an
  independent investigation conducted by the Pennsylvania Bureau of Consumer Services (BCS)
  at the Public Utility Commission (PUC). The result of both investigations was that the billing is
  correct as rendered. The customer was directed to contact ALCOSAN to apply for a leak credit
  on October 8, 2019. No payment has been made to the customer’s account since May 2018.
  

  If you have any further questions in this matter, please contact me at ************ ext., ****
  or via e-mail to ******************.
  

  Sincerely,
  Zachary L******
  PUC Compliance Manager 

• Initial Complaint

  06/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2nd in a year that the company auto drafted my account twice for the same bill. I paid my water bill on 6/6/23 and then on 6/15/23 I was billed again for the same amount plus a late fee. The bill has been paid in full before the due date. But they took money out again in 6/15/23 and attached a late fee in addition

  Business response

  06/16/2023

  Thank you for contacting The Pittsburgh Water and Sewer Authority (PWSA). Your inquiry is important to us. We will provide a response within two business days. If you need immediate assistance, please contact Customer Service at ###-###-#### and choose Option 5 to speak with a Customer Service Representative, Monday through Friday, from 8:00 am to 6:00 pm.
  
  Can we reach you in a water or sewer emergency? Provide your current telephone number to a Customer Service Representative or update your contact information via our online webform at pgh2o.com/update-contact-info.
  
  Here are some easy ways to pay your PWSA bill:
  
  • Enroll in eBilling to make payments for FREE! Visit our website and click on the green “Pay a Bill” tab, then click “Don’t have an account? Sign up now”. Once you enroll, you can also update your contact information in the portal.
  • Make a one-time payment online without logging in or enrolling in eBilling. Visit our website and click on the “Pay a Bill” tab, then click “One-time Payment” (service fee applies for non-residential customers).
  • Make a one-time payment by phone. Call ###-###-#### and choose Option 2 (service fee applies for non-residential customers).
  • Pay with cash at any 7-Eleven, Family Dollar, Dollar General, CVS Pharmacy, Walmart SuperCenter, or Walgreens location (service fee of $1.49 applies). Take your bill to a clerk at your selected store location. It’s that easy!

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pittsburgh Water &Sewer Authority shut off the water of my property located at *** ********* *** *********** ** ***** on 04/27/2023. I did not owe any unpaid bills before that. I called their customer line, their representative was rude to me and told me the reason they shut the water off was that they couldn't read the water meter, they wanted to replace it. However, they couldn't replace it on the same day, they will need us to schedule to any other day, and said that they will restore the water shortly. PWSA did not mention any extra charge regarding this shut off or water restoration. The water got turned back on in the afternoon, and PWSA did replace the water meter next week. Recently, I received the latest water bill from PWSA, they charged me same day restoration fee $100 and $50 collection/shut off fee. I can not accept this unreasonable charge. PWSA said they couldn't read the water meter, but they have been charging my water usage just fine every month, also it is their problem to resolve the reading issue, they can't just shut off my water whenever they want without letting us know. Meanwhile, It was not me the customer to request a shut off and they can't complete the water meter replacement at the same day, I if I did not call to report a water shortage in my property, they couldn't have the water resumed until they completed the water meter replacement. I also question that is it legal to shut off the water of an occupied resident dwelling? I hope I would get a fair resolution. Thank you!

  Business response

  05/31/2023

  This letter is in response to the above referenced customer complaint submitted on May 22,
  2023. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed
  the complaint and account for *** ********* ******.
  On March 6, 2023, PWSA sent ********** ******** *** a 5-Day Termination of Service Notice
  for Non-Access.
  On March 16, 2023, PWSA sent ********** ******** *** a 10-Day Termination of Service
  Notice for Non-Access.
  On March 28, 2023, PWSA posted a 3-Day Termination of Service Notice for Non-Access to the
  property at *** ********* ******.
  On April 27, 2023, PWSA shut the water service at the curb at the property at *** ********* ******. The account was charged a $50.00 Termination Fee.
  Later, on April 27, 2023, *******, an individual identified as the unlisted tenant at the property
  called Customer Service to request that the water service to the property be restored. The
  service appointment to restore the water service was scheduled for later that day.
  Later, on April 27, 2023, a PWSA Plumber visited the property for the scheduled service visit
  and restored the water service at the curb. The account was charged a $100.00 Same-Day
  Restoration Fee.
  On May 31, 2023, PWSA’s Compliance Manager submitted a request to credit the account for
  $150.00 for the Termination fee and Same-Day Restoration Fee as a one-time courtesy.
  If you have any further questions in this matter, please contact me at ************ ext., ****
  or via e-mail to ******************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pittsburgh Water & Sewer Authority: after many hours over many months trying to resolve the same problem I am now being ignored completely. I've set up, deleted, re-set up online accounts with automatic bill pay/credit card information only to be sent past-due-notices in the mail. 10/27/22 I finally spoke to a manager, Maria ***** ********, who said that a "compliant ticket to the software company" has been filed. I'm unable to reach Maria and nobody will call me back while my problem sits unresolved. 10/27/22 I also received a telephone call from Brittnay (**** ******** explaining that this repeat problem is being handled. I have detailed notes with dates/times but I'm through wasting hours on the telephone line to no avail. On 2/24/23 I attempted to contact Maria, Brittnay, and anyone who could help but nobody will address this issue now or even return my call/email. Please help PGH20/Pittsburgh Water & Sewer Authority to "fix" my online account (ACCOUNT NO. *******), set up automatic bill-pay, AND properly close my complaint ticket through their software company.

  Business response

  03/09/2023

  This letter is in response to the above referenced customer complaint submitted on March 1, 2023. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed the complaint and account for 363 Copperfield Avenue. On March 9, 2023, PWSA’s PUC Compliance Manager spoke with Ms. ******** and advised that her prior automatic payments had been successful, indicating the issue has been resolved. Ms. ******** stated that she was satisfied with the outcome. The Compliance Manager provided Ms. ******** with their contact information, in case another issue should develop.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a credit on a closed account of $139.25 and the company has yet to refund me the $139.25 owed to me. I submitted the refund application and all required documentation to them in October as they instructed. They advised me my refund check would be mailed out within 4-6 weeks and it’s almost the end of January we are at 12 weeks and still nothing. I’ve called 3 times and each time the rep says they will email the person responsible for the refunds. The money is not Pittsburgh Water and Sewer Authority’s how can they hold on to someone else’s money. The name on the account is ******* *********, and account number is *******.

  Business response

  01/25/2023

  This letter is in response to the above referenced customer complaint submitted on January 19, 
  2023. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed 
  the complaint and account for **** ****** ******.

  
  On January 24, 2023, a refund application was processed, and a check for the credit balance on 
  the account was issued.

  
  If you have any further questions in this matter, please contact me at ###-###-#### ext.,####
  or via e-mail to ********@*****.com. 

  
  Sincerely,

  
  Zachary L******
  PUC Compliance Manager 

*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. ↩