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:03/21/2025

  Type:Service or Repair 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.

  WSSC is charging me for water that was never used. The original bill was around $2,700. They adjusted the bill down to $1,219.20 but this is still unfair and makes no sense. No one was living in the house during the period of this bill. No water was being used. When I was living in the house my bill was around $120-$160. I have called them many times and tried to reason with them. They said it could be a leak but I have not found any leak. I had a plumber come in and look. He said there is no leak. **** refuses to come and explain why the bill is so high. They have been extremely unhelpful throughout this process. They can't explain why the bill is so high. They should NOT be able to charge me this amount and they cant explain WHY. I want this bill canceled and removed from my account. I'm current on all payments. $1,219.20 is the disputed amount. Thank you.

  Business Response

  Date: 04/15/2025

  Re:     Account #**********

            BBB Complaint ID  ********

            WSSC Water IssueTrakr #******

  Good afternoon Ms. ************************* style="color: rgba(0, 0, 0, 0.87); margin-top: 0px; margin-bottom: 1rem; font-size: 14px; font-family: Roboto, RobotoDraft, Helvetica, Arial, sans-serif;">

  The Better Business Bureau (BBB) requested that WSSC Water respond to your concerns regarding the 10/16/24-01/28/25 high water/sewer bill for ************************************************************** for investigation and response. I appreciate your patience while I reviewed the matter.

  Please accept my sincere apologies for the poor customer service experience you described. At WSSC Water, our goal is to strengthen partnerships through responsible actions and honest relationships within our community. We take our actions very seriously, and we wish only to deliver excellent customer service through proactive communication and exceptional products and services. Thank you for your feedback, which will allow us to better serve you and other customers.

  WSSC Water's 01/21/25 meter reading reflected a 1,206-gallon *** since 10/16/24. For reference, the *** on the 10/16/23-01/25/24 seasonal comparable bill from the previous year was 59 gallons. When a reading indicates excessive usage compared to the historical consumption, our procedure is to schedule a follow-up meter reading(s) to determine the accuracy of the reading prior to billing.

  In the meantime, the 10/16/24-01/21/25 bill reflected estimated charges/usage using the seasonal comparable consumption from the previous year. Estimated bills are labeled as such. When an actual reading is secured, the customer is provided a bill covering actual water and sewer use since the last "actual bill was rendered, including the time covered by the estimated bill. The new bill cancels all charges included on the estimated bill but credits the customer for any estimated bill payment. Maryland law allows us to provide estimated billing for up to 6 months.

  On 01/28/25, we reread the meter, and the reading confirmed the accuracy of the 01/21/25 reading. Then, on 01/31/25, we canceled the estimated bill and generated a bill reflecting actual water and sewer consumption at the property from 10/16/24-01/28/25. The bill reflected a 1,125-gallon overall *** in 104 days, and the balance due was $2,947.65. By law, we are obligated to issue bills based on water meter readings.

  Between 01/28/25 and 03/04/25, less than one thousand gallons of water registered on the meter, suggesting that the cause of the elevated usage was remedied. Keep in mind that the property owner is responsible for maintaining all plumbing on private property, and for paying for water that registers on the meter - even water that is lost due to a leak(s). To be clear, while higher-than-usual bills are often the result of one or more household plumbing leaks, this does not mean we know you had a leak(s) at your home. We cannot determine how the water is used once it passes through our meter; we can only verify that it did.

  On 03/07/25, our High Bill ********** (Single-Unit Residential Properties) canceled the 10/16/24-01/28/25 bill for $2,947.65 and re-billed the same period for $1,381.20, providing a $1,566.45 reduction in charges ($2,947.65 - $1,381.20 = $1,566.45). Since the property was vacant, the adjustment removed 50 percent of the total 117,000 gallons of water/sewer usage rather than only 50 percent of the water use in excess of the propertys comparable ***, or current ***.

  After a thorough account review, we have determined that no further reduction in charges is warranted in accordance with our adjustment regulations. As a self-sufficient public utility, the cost of courtesy adjustments is borne by all our ratepayers through the water/sewer rates. Therefore, we must abide by our laws and regulations to remain fiscally and ethically responsible to all our customers. Currently, your account reflects a $1,219.20 balance due.

  On 03/01/25, we received your completed *********************** (***) Review Request Form. By submitting this form, you have indicated that you believe you have been charged an amount in excess of that which is properly and legally payable. WSSC Water does not take such claims lightly. For this reason, our in-depth investigatory process can take several months, depending on the volume of disputes received and the complexity of the issue(s). All customer disputes are investigated in the order in which they are received. It is important to note that the ***'s purpose is to ensure WSSC Water has appropriately followed the Maryland laws and regulations that govern us, not to provide financial assistance or exception account adjustments/reductions. Once the *** reviews your case, you will receive a letter in the mail containing their decision. In the meantime, please continue to pay current water/sewer bills by the payment due dates on the billing statements since the *** will review only the billing periods(s) noted on the request form.

  Thank you in advance for your patience and understanding.

  Sincerely,

  Customer Answer

  Date: 04/15/2025

  Thank you for taking this matter seriously, as a bill of this amount makes no sense when the home is unoccupied. There is no leak at the property. I hired a plumber as WSSC suggested and there was no evidence of a leak. The toilets were not running either. I asked multiple times for one of your techs to come look inside the house but no one ever came. They checked outside the house and that was it. WSSC cannot charge customers for ********************** that can't be explained just based on a meter read. Your meter must be faulty and misread the amount of water used. Did your team check the meter and conduct thorough diagnostics to ensure the meter is working properly? I look forward to a more thorough investigation of my complaint. 

  Business Response

  Date: 04/23/2025

  Ms. ****** ***********

  *****************************

  Bowie, MD 20720

   

  Re:     Account #**********

            BBB Complaint ID  ********

            WSSC Water IssueTrakr #******

   

  Good afternoon Ms. ************************************* you for your reply to the Better Business Bureau (BBB) with additional concerns regarding this case.

   

  For information, WSSC Water uses a positive displacement type meter for all of our residential properties. This type of meter is specifically designed to measure and register by volume. If water does not pass through the measuring chamber, no usage is indicated on the meters register. By law, we are obligated to issue bills based on water meter readings.

   

  On 01/28/25, we reread the meter, and the reading confirmed the accuracy of the 01/21/25 reading. Then, on 01/31/25, we canceled the estimated bill and generated a bill reflecting actual water and sewer consumption at the property from 10/16/24-01/28/25. The bill reflected a 1,125-gallon overall ADC in 104 days, and the balance due was $2,947.65. By law, we are obligated to issue bills based on water meter readings.

   

  Between 01/28/25 and 03/04/25, less than one thousand gallons of water registered on the meter, suggesting that the cause of the elevated usage was remedied. Keep in mind that the property owner is responsible for maintaining all plumbing on private property, and for paying for water that registers on the meter - even water that is lost due to a leak(s). To be clear, while higher-than-usual bills are often the result of one or more household plumbing leaks, this does not mean we know you had a leak(s) at your home. We cannot determine how the water is used once it passes through our meter; we can only verify that it did.

   

  The accuracy of our water meters is not in doubt for WSSC Water. You can request that we remove and test the meter serving the property. We conduct the tests at our specially equipped Meter Shop in the *************** according to the accuracy standards recommended by the American Water ***************** (****). The meter test fee is $265 is charged to your water account in advance. We will reimburse the fee if the test concludes that the meter was, in fact, over-registering. However, it is highly unlikely that the meter is over-registering because, in our experience, water meters slow down as they age, under-registering water consumption. Please visit our website at ***************************************customer-service/rates-and-billing/know-your-household-water-usage/meter-testing for more information about meter testing.

   

  On 03/01/25, we received your completed *********************** (***) Review Request Form. By submitting this form, you have indicated that you believe you have been charged an amount in excess of that which is properly and legally payable. WSSC Water does not take such claims lightly. For this reason, our in-depth investigatory process can take several months, depending on the volume of disputes received and the complexity of the issue(s). All customer disputes are investigated in the order in which they are received. It is important to note that the ***'s purpose is to ensure WSSC Water has appropriately followed the Maryland laws and regulations that govern us, not to provide financial assistance or exception account adjustments/reductions. Once the *** reviews your case, you will receive a letter in the mail containing their decision. In the meantime, please continue to pay current water/sewer bills by the payment due dates on the billing statements, since the *** will review only the billing periods(s) noted on the request form.

   

  Sincerely,

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair 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 a bill from **** via email; the bill states that I would owe WSSC $1,296 for a 3 month period. (Typically, my household owes 250-$300). I called WSSC; I was told that I would still have to pay the bill despite a roughly $1,000 dollar difference. I was told the meter reading was correct. Given the enormous difference in billing, I wish to file a complaint here.

  Business Response

  Date: 04/04/2025

  Re:         Account #**********

                BBB Complaint ID:  ********

                WSSC Water IssueTrakr #******

  Good afternoon Ms. ******** ********:

  The Better Business Bureau (BBB) requested that WSSC Water respond to your concerns regarding the 12/13/24-03/13/25 high water/sewer bill for *******************. Your inquiry was referred to me for investigation and response. I appreciate your patience while I reviewed the matter.

  For information, WSSC Water uses a positive displacement type meter for our residential properties. This type of meter is specifically designed to measure and register by volume. If water does not pass through the measuring chamber, no usage is indicated on the meters register. By law, we are obligated to issue bills based on water meter readings. The property owner is responsible for maintaining all plumbing on private property, and for paying for water that registers on the meter - even water that is lost due to a leak(s).

  According to our records, your 12/13/24-03/13/25 bill reflected a 588-gallon average daily consumption (***). For reference, the *** on the 12/19/23-03/12/24 seasonal comparable bill was 285 gallons. We agree this usage appears elevated compared to the historical usage at your property. Our bills reflecting elevated consumption should alert customers to their increased ********************** usage so they can take corrective action to reduce their future water and sewer use costs. 

  We understand wanting to confirm that your meter is correctly capturing the water used in your home. To verify the accuracy of the 03/13/25 billed meter reading of ********* gallons, we obtained another meter reading from you on 03/17/25, and your meter read ********* gallons. When the numbers increase in sequential order, this verifies the accuracy of the billed meter reading. Between 03/13/25 and 03/17/25, the readings indicated an additional ***** gallons of water registered on the meter. WSSC Water bills consumption in one-thousand-gallon increments; we subtract the ending from the beginning meter reading to determine how much water was consumed during the billing period: ********* ********* = ***** gallons. The *** remained elevated at 500 gallons.

  On 03/17/25, we advised you how to check the property for leaks. Then, between 03/17/25 (meter reading of ********* gallons) and 03/20/25 (meter reading of ********* gallons), the *** decreased to 333 gallons.

  To be clear, while higher-than-usual bills are often the result of one or more household plumbing leaks, this does not mean we know you have a leak(s) at your home. We cannot determine how the water is used once it passes through our meter; we can only verify that it did. If you do not find any leak(s), you may wish to review our Water Conservation Tips webpage at ***************************************conservation.

  After a thorough account review, as we advised you by phone on 03/28/25, we have determined that no reduction in charges is warranted in accordance with our adjustment regulations.  As a self-sufficient public utility, the cost of courtesy adjustments is borne by all our ratepayers through the water/sewer rates. Therefore, we must abide by our laws and regulations to remain fiscally and ethically responsible to all our customers. 

  Currently, your account reflects a $1,292.92 balance due. If you wish for a payment installment plan, WSSC Water has now partnered with Promise to provide affordable, flexible, and interest-free payment plans. They can be reached at ************ or ******************************************.com/.

  If you are experiencing financial difficulties, we have additional options for assisting you. For more information, please visit our website at ***********************************************************************.

  Alternatively, if you believe you have been charged an amount in excess of that which is properly and legally payable, you are welcome to consider one of WSSC Waters dispute processes. More information and the appropriate forms are available on our website at ***************************************customer-service/rates-and-billing/resolving-billing-issues.

  I hope this information is helpful and thank you for being a valued WSSC Water customer.

• Initial Complaint

  Date:03/04/2025

  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.

  From: 03.04.2025 ******* ***** *********************** ************, MD ***** Email: ********************** PH:************ TO:BBB in ******** RE: Account #********** fraudulent charges, by WSSCWATER, where should be charged $126.92. The system charged my account wrongly by amount of the sum $******. It was fraudulent charged! I already reported these charge to my ************, as fraudulent charge by ************************* receiving this high bill I called to **** on February 11th 2025 by asking way my bill is so high. For fact, I was advised that it is only estimated bill, where in 10 days a person from Water Company will check my actual usage. Interestingly, On February ******* I went on ********* website to pay my real bill not my imaginary bill where my real bill was of the sum $$126.92. Unfortunately, the system ignored my typed amount and charged me a different amount even thought I taped $126.91 I was charged $ ******. It looks abusive! Moreover, on 02.21.2025 ****. Charged me again $126.92. It was only this amount but the system charged $****** Summary:On February ******* I was charged $263.31. It was estimated not actual sum, where a person was scheduled in10 days to check I personally saw the worker from WSSC water checking my usage, who sent me a text message of the correct sum $126.92 it was not imaginary or projected As it was the sum $263.31. On 02.21.2025 I was charged again $126.92 it means it was the sum with actual usage checked at my home.Moreover, when I try to pay I typed on WSSCWATER site to pay $126.92 but the system took $263.31. It was abusive and illegal. Finally, I need my $263.31 to return on my account. This sum was I have more info. Regards, ******* *****

  Business Response

  Date: 03/26/2025

  *** ******* *****

  *************************

  Gaithersburg, MD 20878

  Re:     Account #**********

            WSSC Water IssueTrakr #******

            BBB Complaint ID  ********

  Good morning *** *****:

  The Better Business Bureau (BBB) requested that WSSC Water respond to your complaint regarding the 09/29/24-02/13/25 high water/sewer bill for ************************* and your 02/19/25 returned online payment of $263.31. Your inquiry was referred to me for investigation. I appreciate your patience while I reviewed the matter. For your records, we have attached a summary of your account charges, consumption, adjustments, and payments for the past year.

  I am certainly sorry to learn that you experienced problems with our online payment portal. Excellent service is a priority for WSSC Water, and we are always disappointed to learn of instances in which we do not meet our customers needs. Thank you for your feedback which will allow us to better serve you and other customers.

  WSSC Water is usually able to secure a reading from most of its meters. However, periodically a meter cannot be read because it is inaccessible or inoperable. We may be required to estimate the bills of accounts to ensure timely billing. Maryland law allows us to provide estimated billing for up to 6 months.

  According to our records, your 09/29/24-12/24/24 bill for $126.92 reflected estimated charges/usage using the seasonal comparable consumption from the previous year. Estimated bills are labeled as such. When an actual reading is secured, the customer is provided a bill covering actual water and sewer use since the last "actual bill was rendered, including the time covered by the estimated bill. The new bill cancels all charges included on the estimated bill, but credits the customer for any estimated bill payment.

  On 02/13/25, we obtained an actual meter reading during our normal quarterly billing cycle, canceled the estimated bill, and generated a bill reflecting actual water and sewer consumption at the property from 09/29/24-02/13/25. The current charges for the bill were $377.14, the bill reflected a $519.88 total balance due. The usage was ****** gallons over 137 days, or a 124-gallon average daily consumption (***).  For reference, the *** on the 09/22/23-01/05/24 seasonal comparable bill was 47 gallons. We agree this usage appears elevated compared to the historical usage at your property. Our bills reflecting elevated consumption should alert customers to their increased ********************** usage so they can take corrective action to reduce their future water and sewer use costs. 

  Again, your 09/22/23-01/05/24 bill was based on actual meter readings. An actual reading is obtained from the remote device located on the outside of your home. Given these circumstances, you may first wish to verify the accuracy of the bill by reading the water meter located inside your home. For information about how to read your water meter, please visit our website at ***************************************meter.

  Also, since you have an inside water meter (usually in the basement near the water heater or main turn-off valve), monitoring your water usage and checking for leaks is easy:

  • Be sure no water is in use.
  • Look at the meter. If the red dial is moving at all, water is running in your home.
    • If that is the case, turn off your toilets one at a time and check the meter after each turn-off.
    • If a toilet is leaking, this process will allow you to pinpoint the source.
    • If the dial continues to move even after all the toilets are off, you should double-check your faucets and hose *****.
  • Take a reading before retiring at night. Do not use any water during the night.
  • Read your meter again in the morning. If the readings match, there is no consistent leak at your property.

          

  More leak detection and water conservation tips are available on our website at ***************************************leaks and ***************************************conservation.

  To be clear, while higher-than-usual bills are often the result of one or more household plumbing leaks, this does not mean we know you have a leak(s) at your home. We cannot determine how the water is used once it passes through our meter; we can only verify that it did.

  When you made the 02/19/25 online payment of $263.31 and the 02/20/25 online payment of $126.91, your account reflected a higher balance than both payments, so the payments you made were appropriate. Also, our records indicate that, on 03/03/25, your bank returned the $263.31 payment because you reported it as fraudulent. For this reason, we charged your account a $35.00 returned payment fee to cover our administrative costs for handling this matter. No refund or adjustment is warranted.

  I hope this information is helpful and thank you for being a valued WSSC Water customer.

• Initial Complaint

  Date:01/27/2025

  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.

  My most recent bill from **** was roughly 2x the previous bills I have received. The billing period shown on the bill included the entire previous billing period, so I emailed WSSC about what appeared to be a double-billing. They sent me a boilerplate response that did not address the issue. First, they maintained the bill was an estimate based on previous season's consumption, but that is contradicted by the fact that the bill was 2x previous bills. Second, they did not respond to the overlapping billing periods. I want them to fix the bill.

  Business Response

  Date: 02/19/2025

  *** ******* ********

  *********************

  Hyattsville, MD 20783

  Re:     Account #**********

            BBB Complaint ID  ********

            WSSC Water IssueTrakr #******

  Good afternoon *** ********:

  The Better Business Bureau (BBB) requested that WSSC Water respond to your complaint regarding the 06/28/24-01/13/25 high water/sewer bill for *********************. Your inquiry was referred to me for investigation. I appreciate your patience while I reviewed the matter.

  All water delivered to this property passes through the main meter, and water used outside registers on the sub-meter. We bill for all water that passes through the main meter and provide sewer credit for all water that passes through the sub-meter. The main meter and sub-meter are installed inside your home and are read through devices mounted outside your home called the remote readers.  The remote readers are wired to the inside main meter, and the sub-meter remains synchronized with them. 

  WSSC Water is usually able to secure a reading from most of its meters. However, a meter cannot be read periodically because it is inaccessible or inoperable. We may be required to estimate the bills of accounts to ensure timely billing. Maryland law allows us to provide estimated billing for up to 6 months.

  According to our records, on 09/24/24, our meter readers were unable to obtain a main meter reading from its corresponding outside remote reading device. When our field personnel are unable to obtain an actual meter reading, they should leave a yellow Meter Reading Request card at the property.  The card requests that the customer read the water meter(s) or call to schedule WSSC Water personnel to obtain an actual reading within 10 days from the date on the card. The card states that we will issue estimated billing if an actual reading is not obtained.

  Consequently, your 06/28/24-09/24/24 bill for $501.45 reflecting a 271-gallon water/sewer average daily consumption (***) was estimated charges/usage using the seasonal comparable consumption from the previous year. For reference, the *** on the 07/05/23-09/29/23 seasonal comparable bill was 267 gallons. Estimated bills are labeled as such. When an actual reading is secured, the customer is provided a bill covering actual water and sewer use since the last "actual bill was rendered, including the time covered by the estimated bill. The new bill cancels all charges included on the estimated bill, but credits the customer for any estimated bill payment.

  On 01/13/25, we obtained actual meter readings during our normal quarterly billing cycle. Therefore, on 01/14/25, we canceled the estimated bill and generated a bill reflecting actual water and sewer consumption at the property from 06/28/24-01/13/25. Any payments towards the estimated charges were re-applied to the actual consumption charges. For this reason, although the charges for the total bill were $1,474.41, the bill reflected a $972.96 balance due ($1,474.41 - $501.45 = $972.96). The water/sewer usage was ****** gallons over 199 days, or a 336-gallon ***. We agree this usage appears elevated compared to the historical usage at your property. Our bills reflecting elevated consumption should alert customers to their increased ********************** usage so they can take corrective action to reduce their future water and sewer use costs. 

  Given these circumstances, you may first wish to verify the accuracy of the bill by reading the main water meter and sub-meter located inside your home. For information about how to read your meters, please visit our website at ***************************************submitreading.

  Also, you may want to check your property for leaks, especially toilet leaks, since they are the most common cause of increased consumption. Toilet leaks can be intermittent, audible, or silent. A malfunctioning toilet can lose a significant amount of water each day. To assist you, please refer to WSSC Waters guide to finding toilet leaks available on our website at ***************************************leaks. 

  Alternatively, although any leaking plumbing fixture is solely the responsibility of the property owner, WSSC Water offers a plumbing inspection to help residential customers locate leaks. The inspection costs $130 per visit, and the fee is charged to your water account. Our inspector will check fixtures such as toilets, hose *****, and faucets. However, our inspector cannot make repairs if a leak is identified. Therefore, it may be more cost-effective for you to hire a plumber who can make any necessary repairs. To schedule an inspection, please contact our *********************** at ************, **************, or TTY ************, 8 a.m. to 6 p.m., weekdays.

  To be clear, while higher-than-usual bills are often the result of one or more household plumbing leaks, this does not mean we know you have a leak(s) at your home. We cannot determine how the water is used once it passes through our meters; we can only verify that it did. If you do not find any leak(s), you may wish to review our Water Conservation Tips webpage at ***************************************conservation.

  I hope this information is helpful and thank you for being a valued WSSC Water customer.

  Sincerely,

  Customer Answer

  Date: 02/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ********
  
  

• Initial Complaint

  Date:12/10/2024

  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.

  My mom passed away in December 2018 at which time my brother and I attempted to go through probate court as my brother was the sole executor and he lived out of state. My mom had lived alone for many years at the time of her passing so the goal was to sell her house. In less than a year of her passing, my brother passed away also. I was legally advised to become executor of his estate before attempting to do the same for our mom. Then covid happened and I was put on the back burner for a very long time. No one has resided in my mom home since her passing. As far back as 2019 I can recall there was no running water. Recently, I tried reaching out to **** to start a account and was informed it is a $10,000 water bill that I'm responsible for. How is this the case? **** never sent any bills as mail was never stopped. They also never filed a claim against her estate. They are not providing any information and I have proof that the house has been and still is vacant. I am looking to get a resolution that involves the estate or me are not liable for any bill prior to the attempt to start of service by me in November 2024.

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair 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.

  In September of 2024 my house was affected by a water main break, my basement was damaged and flooded. I started a claim to have my losses paid and my house fixed and as for now almost December not even a settlement estimate it was sent, I keep contacting my claim agent and he doesn't answer most of the time. I have people living in the house, I would like to have my house fixed but WSSC is not doing anything to solve it.

  Customer Answer

  Date: 11/26/2024

  This issue has been solved 

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair 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.

  My bill dated 8/1/24 was 911. Very alarming for a household of 3 and no leakage at home. I contact **** several times and they had an agent come read the meter on 9/4/24. I contacted them again on 9/6/24 and was told that the meter reading is fine and the high bill has been adjusted and 50 percent has been cancelled and the new bill is now over 500 and that still doesn't make any sense.This is a household of 3 people and my last bill was about 180 dollars. I cannot afford this high bill so I went ahead and submitted a payment of 240, which is almost the same amount I paid for my bill in February.I need a resolution on the balance so that my account can be current. 911 dollars is a very high bill for a household of 3.Also, they even said they will reduce the bill to 50 percent but I got a new bill and that wasn't the case. I filed a complaint with **** on 9/6 and I haven't heard from them.

  Business Response

  Date: 10/02/2024

  Dear ************************************** Better Business Bureau (BBB) requested that WSSC Water respond to your complaint regarding the high 04/25/24-07/31/24 water/sewer bill for ***************************. Your inquiry was referred to me for investigation. I appreciate your patience while I reviewed the matter
  
   
  
  For information, WSSC Water uses a positive displacement type meter for all of our residential properties. This type of meter is specifically designed to measure and register by volume. If water does not pass through the measuring chamber, no usage is indicated on the meters register. By law, we are obligated to issue bills based on water meter readings.
  
   
  
  According to our records, your 04/25/24-07/31/24 bill reflected a 422-gallon average daily consumption (***), or $911.69. The usage was ****** gallons over 97 days. For reference, the *** on the 05/02/23-07/28/23 seasonal comparable bill was 137 gallons. We agree this usage appears elevated compared to the historical consumption at your property. For this reason, on 08/01/24, we mailed you a High Reading Notification letter containing information about household leak detection and finding a plumber. To clarify, this does not mean we know you experienced a leak(s) at your home. We cannot determine how the water is used once it passes through our meter(s). We can only verify that it did.
  
   
  
  In that regard, we understand wanting to confirm that your meter is correctly capturing the water used in your home. To verify the accuracy of the 07/31/24 billed reading of ********* gallons, we obtained another reading on 08/19/24, and your meter read ********* gallons. When the numbers increase in sequential order, this verifies the accuracy of the billed meter reading. Between 07/31/24 and 08/19/24, the readings indicated an additional ***** gallons of water registered on the meter. WSSC Water bills consumption in one thousand gallon increments; we subtract the ending from the beginning meter reading to determine how much water was consumed during the billing period: ********* - ********* = ***** gallons. The *** increased to 105 gallons, suggesting that the cause of the was remedied.
  
   
  
  WSSC Water offers a High Bill ********** to our single-unit residential customers when ********************** consumption increases at least three times the comparable or current *** (if comparable is unavailable), and the customer is not eligible for any other adjustment. This adjustment is offered for up to two consecutive billing periods in any three-year period and removes the charges for 50% of the excess water/sewer usage. Since ultimately the property owner is responsible for residential plumbing, normal usage plus 50% of the cost of the excess usage is the responsibility of the owner.
  
   
  
  On 09/05/24, this adjustment canceled the 04/25/24-07/31/24 bill for $911.69 and re-billed the account $545.90 for the same period, providing a $365.79 reduction in charges ($911.69 - $545.90 = $365.79). No further adjustment is warranted in accordance with our adjustment regulations. As a non-profit public utility, the cost of courtesy adjustments is borne by all our ratepayers through the water/sewer rates. Therefore, we must abide by our laws and regulations to remain fiscally and ethically responsible to all our customers.  
  
   
  
  On 09/06/24, WSSC Water received your completed *********************** (***) Review Request form. The *** is the final appeal for the unpaid disputed portion of a bill(s), and their decision is always final. This in-depth process can take several months, depending on the volume of claims received and the complexity of the issue(s). All customer claims are investigated in the order in which they are received. Once the *** reviews your case, you will receive a letter in the mail containing their decision. In the meantime, please continue to pay current water/sewer bills by the payment due dates on the billing statements since the *** will review only the billing period(s) noted on your request form. 
  
   
  
  Thank you for being a valued WSSC Water customer.
  
   
  
  Sincerely,

  Customer Answer

  Date: 10/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22282900
  
  I am rejecting this response because: The response noted that On 09/06/24, WSSC Water received my  completed *********************** (***) Review Request form. The *** is the final appeal for the unpaid disputed portion of a bill(s), and their decision is always final.

  Hence this is not yet final. I wish to keep this case open until they complete investigation and reach out to me via mail as mentioned in their response. 

  
  
  Regards,
  
  Brunhilda Enwe Eya
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 10/22/2024

  I am still waiting to hear back from **** on the resolution of this case. 

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair 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 went into my app to check my bill only to see my bill due for the ***** day period was OVER 4 TIMES the normal bill! My water bill has never gone over $310.00 and if anything the bill should be less considering my 2 twelve yrs old daughters spent weekends at families houses and weve taken vacation away from the house during the summer breaks! I called **** to speak to a supervisor regarding the issue and was NEVER able to speak to one instead insisted to assist me themselves! The first call I made was I believe 8/5/2024 spoke with LaIsha- nothing accomplished! That same day I spoke with ******* and she scheduled a **** ** come out to the house after feeding me sad stories about maybe there is a leak or something to do with the sewage. The **** came out 8/8/24 and find NO leaks! The reading that they shared with me in our first conversation was 1228, when the *** read the meter it was 1233. He informed me that the meter was working and that the reading that was submitted 7/25/2024 may be Human error. I called again the following Monday after the reading on the 8th of August and spoke with ***** and again he scheduled another visit to the house for 8/23/24 and again this time the meter read 1235! He showed me the reading and again informed me that some info. May have entered into the system incorrectly! I went on my profile again 8/26/2024 because ***** the **** says to give it a day because he is going to submit his ***ort only to notice they took $521.91 off the $1270.84 bill bringing it to $748.93 which is still more than double my normal bill! I called this morning 8/27/24 to speak with a supervisor and again no luck in getting one on the phone instead the ***resentative *********** told me that they will not make any adjustments; then he starts reading me the Maryland law in which I told him I just need the supervisor. I ask several times to speak with a supervisor and they will not put them on the phone!! I need help in getting this issue resolved!

  Business Response

  Date: 09/18/2024

  Dear Ms. ********************************* you for your inquiries to the Office of the Inspector General and the Better Business Bureau regarding the 04/23/24-07/25/24 high water/sewer bill for ***** Valiant Terrace. I understand Mr. **** *****, Supervisor, ***************** spoke with you today and provided a satisfactory explanation about fiscal year crossover bills and the account adjustment. Your account was referred to me for investigation and response. I appreciate your patience while I reviewed the matter.
  
   
  
  For information, WSSC Water uses a positive displacement type meter for our residential properties. This type of meter is specifically designed to measure and register by volume. If water does not pass through the measuring chamber, no usage is indicated on the meters register. By law, we are obligated to issue bills based on water meter readings.
  
   
  
  According to our records, your 04/23/24-07/25/24 bill reflected a 580-gallon average daily consumption (***), or $1,255.41. The usage was ****** gallons over 93 days. For reference, the *** on the 04/26/23-07/25/23 seasonal comparable bill was 155 gallons. We agree this usage appears elevated compared to the historical usage at your property. Consequently, on 07/26/24, we mailed you a High Reading Notification letter containing information about household leak detection and finding a plumber.
  
   
  
  We understand wanting to confirm that your meter is correctly capturing the water used in your home. To verify the accuracy of the 07/25/24 billed meter reading of ********* gallons, we obtained another meter reading on 08/08/24, and your meter read ********* gallons. When the numbers increase in sequential order, this verifies the accuracy of the billed meter reading. Between 07/25/24 and 08/08/24, the readings indicated an additional ***** gallons of water registered on the meter. WSSC Water bills consumption in one-thousand-gallon increments; we subtract the ending from the beginning meter reading to determine how much water was consumed during the billing period: ********* ********* = ***** gallons. The *** decreased to 357 gallons.
  
   
  
  Then, between 08/08/24 and 08/23/24, the *** decreased further to 133 gallons, suggesting that the cause of the elevated usage was remedied.
  
   
  
  Certainly, unexpectedly high bills are frustrating and are no ones fault. The simple fact that your water usage before and after the 04/23/24-07/25/24 high bill reflected normal usage verifies for us that the water meter was appropriately responding to the varied amounts of water passing through its registration chamber. That does not mean we know you experienced a leak(s) at your home. We cannot determine how the water is used once it passes through our meter(s). We can only verify that it did.
  
   
  
  WSSC Water offers a High Bill ********** (Single-Unit Residential Properties) to our single-unit residential customers when ********************** consumption increases at least three times the comparable or current *** (if comparable is unavailable), and the customer is not eligible for any other adjustment. This adjustment is offered for up to two consecutive billing periods in any three-year period and removes the charges for 50% of the excess water/sewer usage. Since ultimately the property owner is responsible for residential plumbing, normal usage plus 50% of the cost of the excess usage is the responsibility of the owner.
  
   
  
  This adjustment canceled the 04/23/24-07/25/24 bill for $1,255.41 and re-billed the account $733.49 for the same period, providing a $521.92 reduction in charges ($1,255.41 - $733.49 = $521.92). No further reduction in charges is warranted in accordance with our adjustment regulations. As a non-profit public utility, the cost of courtesy adjustments is borne by all our ratepayers through the water/sewer rates. Therefore, we must abide by our laws and regulations to remain fiscally and ethically responsible to all our customers.
  
   
  
  Currently, your account reflects a $748.93 balance due:
  
   
  
  If you wish for a payment installment plan, WSSC Water has now partnered with Promise to provide affordable, flexible, and interest-free payment plans. They can be reached at ************ or ***********************************************.
   
  
  If you need financial help to pay your bill, call us today at ************ (toll free, **************) weekdays from 8:00 a.m. to 6:00 p.m., or email us at ******************************************* ************ Service Advisors are ready to work one-on-one with you to connect you to financial resources.
   
  
  If you believe you have been charged an amount in excess of that which is properly and legally payable, you are welcome to consider one of WSSC Water's billing dispute processes. More information and the appropriate forms are available on our website at **************************************************************************************************.
   
  
  I hope this information is helpful and thank you for being a valued WSSC Water customer.
  
   
  
  Sincerely,
  
   
  
  ******** *******
  Section Manager, Research & Communications

• Initial Complaint

  Date:08/20/2024

  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.

  My quarterly bills from WSSC Water have been around $300 for a long time. However, the bill of last quarter was $1470.31. After seeing the bill, I checked the meter immediately and found that the WSSC water had made a wrong reading. Immediately, I uploaded a picture of the meter onto their website. I also emailed them and called them asking them to correct the bill.They didn't correct the bill and didn't give me any response for several weeks. So I called them again. The customer service agent said that she would create the correct bill of $223.11 for me. Yesterday evening, I received the new bill and saw they charged me extra $73.52 late payment fee, which is 5% of $1470.31, which I never owed them.I require them stop charging me the late payment fee, and apologize to me for all the inconvenience they brought to me. I spent a lot of time calling them. It was frustrating.

  Business Response

  Date: 09/11/2024

  Dear **************:
  
   
  
  The Better Business Bureau (BBB) requested that WSSC Water respond to your complaint regarding the high 03/20/24-06/24/24 water/sewer bill for *********************. Your inquiry was referred to me for investigation. I appreciate your patience while I reviewed the matter.
  
   
  
  According to our records, the 06/26/24 "check reading" indicated that the 06/24/24 billed reading was incorrect. Please accept our sincere apologies for the frustration and inconvenience our reading error caused you. Excellent customer service is a priority for us and we are always disappointed to learn of instances in which we do not meet our customers needs. **************** is committed to providing our customers with accurate billing and will continue striving to improve our accuracy.
  
   
  
  On 08/16/24, we canceled the 03/20/24-06/24/24 bill for $1,470.31 and rebilled the account from 03/20/24 to 06/26/24 for ****** gallons of usage, a significantly lower 112-gallon average daily consumption (ADC). The corrected bill totaled $223.11 and a copy is attached for your review.
  
   
  
  The same day, on 08/16/24, we canceled the $73.52 Late Payment Charge automatically assessed to your account by our billing system. Please be assured that we do not report to any credit rating agencies. Currently, your account reflects a $223.11 balance due by 09/16/24.
  
   
  
  I hope this amicably resolves your concerns and thank you for being a valued WSSC Water customer.

  Customer Answer

  Date: 09/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  
  

  Customer Answer

  Date: 09/21/2024

  Dear ******************** I re-open this complaint?

  **** replied to my original complaint and agreed that the correct bill amount should be $223.11, and I do not owe them the $73.52 late payment fee. I was satisfactory when I saw their reply.

  However they still charged my check account $296.63 (=$223.11 + $73.52). I don't know what to say. This company is not honest at all.

  Please re-open this complaint. Thank you very much!

  ******** *****

  ****************************

  Business Response

  Date: 10/02/2024

  Re:     Account #**********

            BBB Complaint ID  ********

            WSSC Water IssueTrakr #******

   

  Good morning *** *****:

   

  It appears that you did not cancel the $296.63 ******* scheduled for this bill through your online profile. You received an email notification on 08/19/24 that this payment was scheduled:

   

  

   

  Our online e-Bill and ******* services are completely customer-driven. ******* is triggered by the generation of a bill and is not intuitive enough to change the scheduled payment amount if the account balance changes mid-cycle. This means that if you did not wish the entire $296.63 payment to be deducted from your bank account, you should have canceled the scheduled automatic payment of $296.63 and then scheduled a one-time payment for the lesser amount of $223.11.  

   

  Your 09/16/24 payment of $296.63 created a $73.52 credit balance on your account that was applied toward your 06/26/24-09/25/24 current bill for $226.93. Of this amount, only $153.41 will be automatically deducted from your bank account on 10/25/24:

   

  

   

  I am sorry for any confusion about online *******.

   

  Customer Answer

  Date: 10/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** *****
  
  

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair 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.

  After **** did work in our neighborhood September all of a sudden our home was met with a busted pipe underground . Around that time I lost my job and struggling only to be hit with a bill of over 3000 dollar for water we didnt use. When I contacted **** informed them that this may have been caused by the work they did in our neighborhood early September of last year. They told me that is wasnt and sent out a technician to check our meter. The technician notices right away that even when we shut off the water valve the meter was still running. This indicated that there was probably a busted pipe under our property. At that time with no income it was impossible to hire a plumber. After speaking to countless **** with **** I was never informed about any emergency loan program provide by **** for customer to fix any sewer or pipe damage . In fact it wasnt until our water was shut off in april that a manger told me i could have use that option for the repair . We worked hard with agencies to restore the water . When we finally got the water restored we found a plumber who was willing to work with us but now realizing he has not pulled permits for the work. I have tried to apply for the loan through ***************** to work with a **** licensed plumber but am being asked for a member number. I dont have a member and am trying to get this issue resolved before my bill continues to skyrocket. I am a mother of 5 with two in college , behind on my mortgage with a water bill over 14k I cant afford this and afford to take care of my family. Please help with some form of guidance on how we can access the application to at least see if i can get funded to rectify this matter . Please help.

  Business Response

  Date: 09/11/2024

  Good afternoon Ms. ******************************** understand that the ************************** repaired the underground leak at your home at no cost to you. So we can reduce up to 6-months of the high water/sewer charges resulting from the leak, could you please email me a copy of the plumber's repair invoice?
  
   
  
  Thank you in advance for your cooperation.