Aqua Utilities Florida is planning a rate case for the Chuluota system in Seminole county immediately after the Feb 14th AUF case decision comes out. Just so you know there are many customers in Chuluota that have not been billed for wastewater services(called disassociated meters) for some time now and Aqua plans to write off the amounts due and then bill these customers on a forward going basis. The Neptune Meters that Aqua purchased are garbage and many have been replacement over and over again. The accounting and operations group mentioned this to PA management and again then did absolutely nothing about it.
Aqua Banner billing system has been out of balance by about $100k since their software conversion in 2006 and company has failed over and over to try and reconcile the out of balance issue. I raised it over and over again and was told not to waste my time on it. Every Aqua State that is on the Banner Billing system is out of balance since 2006 or prior by huge dollars amounts.
This is another example of the how bad their Banner billing system is and how they did not do any due diligence on the systems they bought. I am a former employee who recently was terminated because I spoke out on the reallocation of expenses that Aqua is currently making between their Sarasota systems and the AUF systems that will most likely result in AUF systems being hit with approximately $100,000 more in expense in the next rate case and will also affect the upcoming Chuluota case as well.
Also, the company is not going to acquire Harbor Hills in Lady Lake due to the pressure from the community. I have complained about how we (the Aqua Florida staff) were getting a bad reputation about customer service and billing which is not controlled at the Lady Lake office but is controlled up in the Bryn Mawr, PA office. The CEO always talks about closing the doors in Florida in all of our monthly Florida meetings (great morale booster for the Florida employees) if Aqua is not wanted, so if you keep the pressure up, he will most likely sell the company. I feel for my former co-workers in the Florida office because they truly do care about the customers, the high bills and the bad customer service, but they have absolutely no control over any of it because Bryn Mawr is not listening.
They recently hired a new President who was in charge of customer service in PA. This will not help resolve the customer service issues because he is the person who is responsible for the poor customer service throughout the company. Poor customer service and water quality is not just a Florida issue for Aqua, it exists in many of its other systems in other states. You do not see that with any other water system except Aqua.