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:06/24/2024

  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.

  For the last year my water bill has been unusually high. I tried to call a few time over the last few months and finally spoke to someone last week. The representative told me that I had been sent some sort of notification in June of 2023 re my services. I did not receive this notification. I was advised that since August 2023 I have been billed an additional $51.00 / month for manual meter readings. I was never advised that there was an alternative. For 11 months I have incurred this additional fee. I have received no information or explanation. I asked to speak with a supervisor a week ago and again today without success.

  Business Response

  Date: 07/02/2024

  Good afternoon *** ****,

  The Regional Water Authority began a campaign as far back as 2017 to have all meters upgraded with a replacement of a new meter reading device and meter. This upgrade allowed us to stop our meter readers from going to each home to obtain readings for  billing of water consumption and services. The new reading device also allows our customers the ability to watch their water consumption via our portal.  The RWA sent many letters to the property including the last one attached here dated June 6, 2022.  This letter was the final notification that since the meter and reading equipment had not yet been updated, that charges would apply to your account. Fees began assessing to your account with your March 2023 bill that I have included here for you to view. We also left door hangers at your property on three separate occasions(1/23/24;8/16/23;11/10/22).

  On June 17, 2024 you called into the RWA inquiring about the manual meter reading fee. At that time you set up an appointment for us to arrive on June 24 to upgrade our equipment. This was a successful installation and you no longer will be assessed the manual meter reading fee. You also indicated on the call that you did receive the door hangers(dates above), but did not reach out to the RWA because you did not make a correlation of the fee on each bill to the need to change the meter and install new reading equipment. All customers who did not allow access to change the meter and upgrade equipment all receive the same fees based on our rate schedule. 

  Your meter and reading device was changed on June 24, 2024 so all manual meter reading fees will stop assessing to your account. Your June 7, 2024 bill does have the $51 manual meter reading fee on it and since the meter was changed on June 24, I can remove that fee as a one time courtesy. 

  I have attached for you our website of www.rwater.com that also speaks of our AMI project. I have attached as well the final notification letter advising you that fees will apply. I have also included for you our rate schedule that indicates the cost of the manual meter reading fee. This fee was charged monthly and began assessing on March 7, 2023.

  In closing, should you accept the offer of the June 2024 fee of $51, please feel free to contact me directly at the RWA ###-###-####.

  Respectfully,

  Louise 

  Customer Answer

  Date: 07/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  I was told that 1 letter was sent to my address in 2022, I did not receive it, I acknowledged  receiving 1 door tag early this year requesting that I make an appointment for meter change, it said nothing about additional charges.  I tried a few times to get through without success. As for the bills… the charge just says meter read. I was not aware that there was an alternative. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:12/22/2023

  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.

  Ever since i moved in to my new single family home in 8/2021, my water bill has been at least $150 per month. I live alone in my home. There is no way my monthly bill should be nore than $40 per month. My bill is now for $1600, alleged for the past 2 months. RWA has shuff of my water twice, and forced me to pay at min $500 to turn it back on. I would like for monthly payments since 8/2021 to credited to towards future payments, at $40 per months . For since $1440 ($40 x 36) is total amount i should have paid over the last 3 years; but I have paid at least $5400.0 ($150 x 36) since 8/2021. So I should be credited $3960 ($5400-$1440) towards future payments. thank you.

  Business Response

  Date: 03/06/2024

  The customer has called into the RWA twice and each time she calls she complains about the bills being high. Ms. ***** was issued a continuous consumption letter in January of this year. We have left her numerous messages on both phone numbers provided to her and to date no response. Attached please find the copy of the letter for the continuous consumption as well as graphs showing that water never stops passing thru the meter at the occupied premise. 

  I have contacted Ms. ***** again today and left her a voice mail message with my direct line. The last payment received from the customer was $102.09 on January 17, 2024. The customer currently owes the RWA $2362.90 and a new bill will be issued again in April as we are monthly billed.

  **Attachments** Continuous consumption letter Jan 2024 and snapshots of water watch consumption 

  Respectfully yours,

  Louise 

• Initial Complaint

  Date:11/21/2023

  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.

  Dear Better Business Bureau,
  
  I am filing a formal complaint against Regional Water Authority. I am ******** ********, account number *********. This year's challenges led to overdue bills, including with Regional Water Authority.
  
  Despite being a customer for eight years, recent experiences were unsatisfactory. Earlier in the year, my water service was cut off for the second time. I agreed to a payment arrangement to address the outstanding balance, and was led to believe it would prevent further disruptions.
  
  This week of Thanksgiving, to my great embarrassment and inconvenience, my water service was once again cut off. This situation was especially distressing as I had guests, including my mother-in-law, staying with me for the holiday.
  
  Despite diligently following the payment arrangement, I was told there was no documentation of it. To restore service, I was asked to pay half of the remaining bill and a reconnection fee.
  
  This has been emotionally distressing, as I adhered to the payment arrangement provided. After expressing frustration, I learned of a note in their system labeled a "promise to pay," different from having a payment plan. This lack of clarity is confusing and places an unfair burden on customers facing financial hardships.
  
  While I understand the importance of meeting financial obligations, the lack of transparency and communication regarding the terms of the arrangement has left me feeling deceived and unfairly treated. As a customer who is actively working to overcome financial challenges, such practices only serve to hinder rather than assist.
  
  While committed to resolving my outstanding balance, the lack of transparency and communication regarding the arrangement terms feels deceptive and unfair. As a customer actively working to overcome financial challenges, these practices hinder rather than assist.
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 01/09/2024

  To whom it may concern:
  Phone messages were left on the customers phone number ###-###-#### starting on 12/11/23. To date the customer has not returned a call. The customer was provided a direct line of communication. Mr. ******** was advised on multiple occasions of total due on his account as well as delinquent balances.  The customer also had payment arrangements made with our company, to which he did not honor, hence the reason for termination.  I have attached the RWA rate schedule as well as the customers shut notification that deemed the need for payment and appropriate fees. 
  Should the customer request to contact me directly as this information was already provided to him, please feel free to have him call me at ###-###-####.  We recently sent him a letter, please see attached, regarding possible wasting condition at this property, and still no response from the customer.  We have automatic return mail in the event letters and notifications are returned by the post office, and none of his documents are being returned. 
  We try our best to assist customers in a timely manner and hope that our customers also take the time to communicate with our team.
  With respect,
  Louise