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:02/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  The Connecticut Water company engages in fraud on a massive scale to over 100,000 customers and it is easy to do. Power corrupts and absolute power corrupts absolutely. The Connecticut water company can charge any rate unchallenged and if someone doesn't pay and or challenges their fraud inflated bill they stop the water and people can die. This is similar to the incredibly stupid idea of having private industries handle private prisons. I received $7,800.00 in water bills in 3 months on a vacant property with zero water activity and the only resolution by state or the ONE DIMENSIONAL OBSESSION is the water meter. Well who reads the water meter?? We know that answer and who can also easily have the water meter from earlier times retroactively adjusted.

  Business Response

  Date: 04/02/2024

  Good Afternoon,

   

  I am writing in response to complaint number ********, filed by *** **** against the Connecticut Water Company.

   

  Mr. **** has filed similar complaints with the ****** ********* ********** *********** (****) ****** ** *********, ******** *** *********** *****, which they have resolved, the *********** ****** ** ******** ********** and the *********** ******** ********* office. To keep the information consistent, I would like to provide the following outline of billing activities on this account that I believe address his concerns filed with all parties.

   

  Billing Concerns:

   

  Mr. **** saw his first significant increase in water usage in September of 2019. Connecticut Water (the Company) mailed him to notify him of the higher-than-normal consumption and change in his typical usage habits. Another high consumption letter was mailed in December of 2019. Usage at the property stayed consistent for the next two years.

   

  In March of 2022, an email was sent to the email address on file, in addition to a printed letter advising of another high consumption reading from his meter. The email/letter requested a return phone call to help him find leaks. He did not contact the Company.

   

  In June of 2022, Connecticut Water called Mr. **** to advise of another billing cycle indicating high use. Per the call notes, Mr. **** expressed that he thought our call was scam and hung up.  A high consumption letter was sent out by mail the following day.

   

  After his high bill complaint filed with **** in November 2022, Connecticut Water reached out to schedule an appointment to replace his water meter. This is standard practice when a billing complaint is logged with ****: Connecticut Water removes the meter in question and tests it for accuracy. The Company also planned to install an advanced technology meter to provide further data logs to show usage patterns and identify possible leaks.

   

  Mr. **** expressed concern and suspicion when we asked to replace his water meter after his complaint.  There are other allegations in the complaint that are not accurate and we deny legitimacy of such claims.  Due to the issues of mistrust, the Company felt it would be best if a representative from **** come to take the meter and test it as a third-party source.

   

  Connecticut Water arrived at Mr. ****** home on December 27, 2022 with a police escort due to concerns of the safety of Company employees and for Mr. ****** concerns of meter tampering and mistrust. Mr. **** also filmed the appointment.  The meter was removed, bagged, tagged, and locked until it reached ****’s testing facility, where an Authority engineer, a representative from the *********** ****** ** *** and an employee from Connecticut Water witnessed the meter test.  The meter registered 100% accurate and it was deemed, that based on these results, the billing was accurate. 

   

  The Office of EOE provided the meter test results in writing, as well as a letter explaining their decision, to Mr. ****.  The decision found the meter tested accurate and were unable to require Connecticut Water to adjust the billing.

   

  Connecticut Water wants to ensure we thoroughly investigate all claims of inaccurate billing, which we believe we have done in this case. The ****** ******* ********** **********s investigation ensured that the Company provided adequate evidence of fair collections practices and accurate billing.