Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was in a three month cycle of over billing due to a faulty meter First bill i received was 7/25/2024 i contacted California Water services. My bill for the previous months averaged ****** a month July my bill was ****** the associate in said she would send a service tech out it took two weeks to come out thinking i had a leak he walked around my home i showed my watering times i told him no water ever went beyond the side walk and did not over water he recommended changing the meter and turn in the report well another two weeks went by i had to contact *** Water again on when they were going to replace the meter it took another week before the service tech showed up i had to go through the whole explanation and his last resort was to change the meter the was changed in the Middle of September. My August bill i received was ****** ap. When the meter was changed half the month was on the old meter reading taken by the Tech. So when i received the Sept. bill the amount was ****** which half the month was on the old meter.The Tech. told me it would take a while before i would get an answer. So I waited never heard from them for a month I finally contacted them again they said they would get back to me so never heard from them again contacted them 12-3-24 on the over billing i let my sprinkler system run for two more billing cycles 10/24 bill was ****** and the 11/24 bill was ****** just to prove the over billing of the previous three months were over bill due to the meter. Waited again until 1/8/25 contacted them again the assistant told she would send me an application with that she told me this only goes back ********************************** July of the previous year and it should have been that from when the over charge started and my contact to them. So i got a call from a **** from *** Water she told me that they will pay me ***** where they got that from I don't know the over charge going from averaging the month prior and after is ****** overcharge

• Initial Complaint

  Date:09/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern, the reason for my complaint is because I am really concerned that I'm experiencing such a high bill for the second time in the last year, I HAVE NEVER PAID A LATE PAYMENT since I have had services with CAL ********************* I investigated as they advised me to, I found that the meter does not move when water is not running in the home, sprinkler usage is minimal and the bill really has no explanation and there is no possible way I used this much water. I don't own a pool and have no water leak. I have been contacting *** ******************** since last week, requesting to speak to a manager and unsuccessful as of now, I am very overwhelmed and would like a thorough investigation to this expense. To be specific last year in August of 2023, I received a very low bill of under 30 dollars, the following month I received a very large bill, I requested someone to come investigate and resulted that everything was okay, and the meter is working properly. I was forced to pay the outstanding **** *** ******************** claims was my usage. I had no way of knowing but was really bummed out and doubted I was properly billed.Furthermore, about a year later, next summer in July of 2024, I am in an ever-worse situation with a similar situation as last summer. In July of this year, I received a bill of 15 dollars, this time I asked them to come out immediately to come and check what was going on because I knew I wasn't billed properly from previous experience, my bill was 15 dollars, being mindful I have never even had one late payment, pretty worried, well this time, sure enough, when adjusted, *** ******************** claims my water is ****** for one month, no possible way, I feel so helpless, I don't know if the meter is spiking when read after low bill, I have no leaks in the home, everything seems to be working properly, in part of the investigation and only one thing I can think as of as a possibility, second summer in a row, please help!! PLEASE read full complaint in attachment downloaded! did not fit

  Business Response

  Date: 09/26/2024

  Good morning ******,

  We received the complaint after the deadline to respond.  The complaint was received by our Bakersfield office and then forwarded to the customer ********************** location in ************  Going forward could any future complaint filed by California Water Service customers in the following areas (***********, ***************, *****************, *****, and *******) be sent via email to ************************************ as to receive and respond in a timely manner.

  Our customer ***** ****** has been in with my co-manager ****** ***** and the complaint has been resolved.  ***** had a leak on her water service line causing her bill to spike.  She repaired the leak on her plumbing and Calwater exchanged her meter with a remote style meter so that she has the ability to monitor her water usage daily, and was happy to have that technology.  ***** was also given a one-time courtesy adjustment in the amount of $442.45.  She was very grateful and will reach out to myself or my co-manager ****** in the future for any issues she may have.

  Thank you *****