Isla Mujeres Fights Aguakan’s High Bills and Dry Taps

Isla Mujeres — Residents and business owners have raised their voices against the concessionaire Aguakan, citing elevated charges on water bills despite a deficient service that has left a large part of the island with a scarcity of the vital liquid.

Users allege that the company is not only inflating meters by injecting air into the pipes but also charging consumers for the costs of the construction work it is currently carrying out in different zones, which has turned the Pueblo Mágico into a veritable work site.

Social media has been flooded with complaints. A local businessperson expressed dissatisfaction, stating that while there are delinquent users, many have payment agreements that the company refuses to honor.

"In the neighborhoods, we have suffered from a lack of water for weeks, and the Aguakan representative shows no willingness to resolve it. She speaks of 'restriction' and not 'cutoff,' but in the end, the result is the same: we are without water," the individual wrote.

The complainant also recalled that a decree exists which prevents cutting off the supply to users, as it is a natural resource whose exploitation is subject to regulations. However, according to their testimony, the company has failed to comply with this provision.

Another point of contention is the high cost of reconnection. While households are charged around 200 pesos, businesses must pay up to 1,300 pesos. "It seems like the reconnections for businesses are done with filaments of gold or silver," the businessperson quipped.

Furthermore, they criticized Aguakan for justifying delays in restoring service by arguing that they only work on business days, when, according to the concessionaire's own rules, the supply should be reestablished within 24 to 48 hours.

Public discontent is worsened by details such as the refusal of the company's staff to accept slightly damaged bills. "They wouldn't even take a 20-peso bill with a minimal tear. There is a lack of judgment and sensitivity to the situation we are living in," the user added.

Finally, they urged other affected parties to file complaints with the Federal Consumer Protection Agency (Profeco) if, after 24 hours, the service is not restored. "Whether they pay attention or not, I will make a scene. What was due has been paid, and we deserve respect," they concluded.