Complaints

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• Initial Complaint

  Date:11/07/2023

  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.

  I received my most recent water bill from MDC that was 5X the usual amount. When I called to understand why, they told me that my water meter was not working since January 2022, however, I was just notified that the meter was not working on my Oct 2023 bill and I promptly scheduled an appointment to have this corrected. The Oct 2023 bill was the only one that noted an estimated reading, all other bills from Jan 2022-Sep 2023 indicate an actual reading. This practice of delaying notification of a faulty meter for over 2 years and then demanding a payback in a lump sum is extremely shady and poor business practice.

  Business Response

  Date: 11/08/2023

  Upon receiving this complaint yesterday, the MDC's Customer Service Manager immediately reached out to the customer and has since resolved the issue to the customer's satisfaction.  As a result the District considers the issue resolved.

  Respectfully,

  Kelly S****, MDC Chief Administrative Officer

  Customer Answer

  Date: 11/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They didn't solve the issue. They agreed to lower my bill by half but also admitted it was their fault as one of their team members marked my house as vacant for almost 2 years. I still don't think I should have to backpay any of that time and should only have to pay new bills going forward since I took the proper action and contacted them to fix my meter when they finally notified me of the error.
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 11/20/2023

  Good afternoon.  In response to our customer's follow up response, the District would like to clarify that as a result of damaged meter reading equipment (the transponder), actual water usage was not being reported from the property to the District on a monthly basis for a period of time.  Upon our repair of that equipment, the actual meter was able to be read, which produced a catch-up billing of actual water usage for that same period of time.  Out of courtesy, and due to the District's mistake in designating the customer's property as "vacant" in our system, we offered a 50% discount on the amount owed for her actual water usage charges, of which the customer accepted as a credit to her account.  If  the customer would like to further discuss her account with me directly, she should feel free to contact our Customer Service Department, and ask to speak with the Chief Administrative Officer, Kelly S****.  Thank you,

  Kelly S****, MDC Chief Administrative Officer