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:06/28/2024

  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.

  Since last 48 hrs. water in out home had yellow tint and unpleasant taste. It was reported on WSSC site. Thus far I have been put thru phone tag QC lab. This is VERY UNPROFESSIONAL and FRESTRATING.

  Business Response

  Date: 07/08/2024

  --------- Forwarded message ---------
  From: Customer Service <********************************************************************>
  Date: Monday, July 8, 2024 at 2:07:06 PM UTC-4
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: *********************** <***********************>
  Cc: *********************************** <***********************************>
  

  
  
  

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

  18465 Crownsgate Circle

  **********, MD 20874

   

  Re:     Account #**********

            BBB Complaint ID  ********

            WSSC Water IssueTrakr #******

   

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

   

  Please accept my sincere apologies for the inconvenience caused by the discolored water in your home. Excellent customer service is a priority for ****************, and we are always disappointed to learn of instances in which we do not meet our customers needs. Of course, we want our product to be perfect, and we regret any difficulties our customers encounter. Be assured that we take your water quality concerns very seriously.

   

  Discolored water contains an accumulation of iron and manganese sediment due to rusting or chemical deposits in our iron pipes. Water flowing at a steady, even pace in one direction will not disturb these deposits. However, if the water suddenly flows very fast or in the reverse direction, the sediment or deposits are agitated, and discoloration can occur. Please be assured that, although the discolored water may not be aesthetically pleasing, it is ok to drink for healthy individuals. However, individuals with compromised immune systems should take any precautions they would normally take with regular tap water.

   

  When WSSC Water receives discolored water complaints, our crews open a fire hydrant or a few hydrants in the area to flush out the water lines. The flushing, which can last as long as several hours, often resolves the problem. Customers will see a lot of ********************** flowing down the street when hydrants are opened for flushing. This water will not increase the customers **********************/sewer bill. According to our records, on 07/03/24, we opened the closest fire hydrant(s) to your home to clear the discoloration.

   

  If this flushing did not clear the discoloration, please contact our 24/7 ************************* at ************ or emergencycallcenter@wsscwater.com.

   

  Sincerely,

  Customer Answer

  Date: 07/09/2024

  [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.

  It is expected that in future WSSC will act more responsibly towards customer complaints.
  
  Regards,
  
  ***********************
  

  
  

• Initial Complaint

  Date:06/17/2024

  Type:Product 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.

  Hello,I recently had money in the amount of $6207.08 withdrawn from account from this ********************** company for a water bill. I have never had a bill this in all the 10 years I lived at this resident. I sent an email and received no response. I called and was told to send in a reading with no further instructions. They did not offered no options to further investigate this issue. I just want the bill readjusted and a refund of my money.

  Business Response

  Date: 07/15/2024

  ---------- Forwarded message ---------
  From: Customer Service <********************************************************************>
  Date: Monday, July 15, 2024 at 11:08:55 AM UTC-4
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: ************************** <**************************>
  Cc: *********************************** <***********************************>
  

  
  
  

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

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

  **************, MD 20774

   

  Re:     Account #**********

            BBB Complaint ID  ********

            WSSC Water IssueTrakr #******, ****** and 430962

   

  Dear ********************:

   

  The Better Business Bureau (BBB) requested that WSSC Water respond to your complaint regarding the high 11/08/23-05/13/24 water/sewer bill for ********************. I understand ***************************************, Research & Communications Specialist, has been in touch with you. Your inquiry was referred to me for investigation. I appreciate your patience while I reviewed the matter.

   

  According to our records, on 02/12/24, we read the meter for regular quarterly billing. This reading indicated ******* gallons of usage since 11/08/23, an average daily consumption (***) of ***** gallons. When a meter reading indicates excessive usage compared to the historical consumption, WSSC Waters procedure is to schedule a follow-up reading to determine the accuracy of the reading prior to billing.

   

  In the meantime, on 02/15/24, we issued an 11/08/23-02/12/24 estimated bill for $298.39. 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 02/16/24, we read the meter again and, between 02/12/24 and 02/16/24, the *** increased to ***** gallons. Then, on 05/16/24, we canceled the estimated bill and generated a bill reflecting actual water and sewer consumption at the property from 11/08/23-05/13/24. 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 $6,506.21, the bill reflected a $6,207.82 balance due. The usage was ******* gallons over 187 days or a 1,406-gallon overall ***.

   

  On 06/17/24, you advised us that a leaking toilet was repaired. The most common cause of unexpectedly high bills is one or more toilet leaks. Toilet leaks can be intermittent, audible, or silent.  A malfunctioning toilet can lose a significant amount of water each day.

   

  On 07/12/24, due to our delay in providing an actual bill, we adjusted the account as follows:

  • First, we canceled the 11/08/23-05/13/24 bill for $6,506.21.
  • Next, from 11/08/23-02/12/24, we re-billed the account for ******* gallons of actual usage that registered on the meter, a *****-gallon ***. This bill reflected a $4,558.38 balance due.
  • Then, from 02/12/24-05/13/24, we re-billed the account for zero consumption and $239.82 in fees.
  • The reduction in charges was $1,708.01 ($6,506.21 - $4,558.38 - $239.82 = $1,708.01).

   

  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.

   

  On 07/12/24, this adjustment canceled the 11/08/23-02/12/24 bill for $4,558.38 and re-billed the account $2,354.33 for the same period, providing an additional $2,204.05 reduction in charges ($4,558.38 - $2,354.33 = $2,204.05). Therefore, your account currently reflects a $3,912.06 credit balance. For clarification, please see the attached summary of the account charges, consumption, adjustments, and payments. We have submitted a request to have the credit balance refunded to you. Please allow approximately 14 days to process the check.  

   

  Our investigation indicates that your next bill, expected to generate on or about 08/05/24, will also be high. Since our High Bill ********** (Single-Unit Residential Properties) regulation allows us to adjust up to two consecutive billing periods, please contact us again once you receive it so we can review it for a reduction of charges as well.

   

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

   

  Sincerely,

  Customer Answer

  Date: 07/15/2024

  [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:04/10/2024

  Type:Sales and Advertising 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 am writing to you in reference to my WSSC water bill account no. ***********. I have a $4,000 bill that has accumulated due to a water leak that I discovered a few months ago and immediately had it repaired. I had several certified plumbers come by who could not locate the issue until ******* and Sons finally found the leak . I was paying a reputable home appliance company monthly and their plumbing contractor could not locate the leak and suggested I call a leak specialist. After several calls to plumbing companies Roto router *** the plumber etc. ******* and Sons found the leak and it was repaired . I am a senior living in my home alone with a slight disability on a fixed income and definitely not able to pay the bill they're requesting and was advised I was not eligible for a bill adjustment!. This incident was no fault of mines. Their was a leak where they had to cut a hole in the wall to repair it . I have exhausted all of my resources and this is why I'm reaching out to you to get a reduction at this time. When I received the bills I immediately start calling plumbers to see if their were leaks.Please would you get back with me with a resolution . I can also be reached on *************. Thank you kindly,***********************************

  Business Response

  Date: 05/09/2024

  ---------- Forwarded message ---------
  From: May, ******** <***********************************>
  Date: Thursday, May 9, 2024 at 3:43:09 PM UTC-4
  Subject: RE: Water Bill
  To: ****************** <******************>
  Cc: *********************************** <***********************************>, Office of . Inspector General <******************************************************>
  

  
  
  

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

  1408 ***** Road

  *********, MD 20745

   

  Re:     Account #**********

            WSSC Water IssueTrakr #******

            BBB Complaint ID  ********

   

  Dear ********************:

   

  The Commission Office, the Office of the Inspector General, and the Better Business Bureau referred your complaint regarding the recent high water/sewer bills for ******************** to me for response. I appreciate your patience while I reviewed the matter.

   

  In accordance with WSSC Water's "Credits for Customers With Physical or Mental Impairment (Single-Unit Residential)" adjustment regulation, when all adult residents occupying a single-unit residential property are either hearing/visually impaired or otherwise physically or mentally challenged, bills that include excess usage charges arising from a leak that was not apparent to the occupants due to the impairment(s) shall be adjusted. Both excess water and sewer charges shall be reduced to the level of the comparable average daily consumption (ADC) or, if there is no comparable ADC, to the current ADC. To qualify for the adjustment, the customer shall provide a repair receipt and a physicians letter certifying a physical and/or mental impairment for all adult occupants. This adjustment shall cover all billing periods affected by the leak.

   

  This adjustment canceled the 05/16/23-08/17/23 bill for $1,357.26 and the 08/17/23-11/07/23 bill for $2,696.63. Then, re-billed the 05/16/23-08/17/23 period $955.54 and the 08/17/23-11/07/23 period $330.46, providing a $2,767.89 reduction in charges ($1,357.26 + $2,696.63 = $4,053.89; $4,053.89 - $955.54 - $330.46 = $2,767.89). Copies of the adjusted bills are attached for your review.

   

  Currently, your account reflects a $1,274.75 balance due. Our records indicate that you have a payment installment plan agreement with our partner, Promise.

   

  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 ******************************************. Our **************** Advisors are ready to work one-on-one with you to connect you to financial resources.

   

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

• Initial Complaint

  Date:03/13/2024

  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.

  Oct 2023, I attempted to settle my damage claim with WSSC. A faulty connector left sewage in my basement bathroom, the adjoining carpeted living area and the laundry/furnace room floors. I am a senior citizen with a chronic disability (immunocompromised). WSSC provides accommodations for this disability. This incident caused a disability flare, as I had been updating the living area and bathroom. This entire process has been a total nightmare as WSSC uses subcontractors and is not engaged in the process. Excavation left gaps greater than around the entry way stairs to my home which could allow for rodent infestation. I reached out to both subcontractor and WSSC (utilized issue hub) neither offered assistance so I went to ********** to find a fix. I purchased items that were included in my Damage inventory sheet submitted to claims rep. I had to contact WSSC to complete the parking lot with unit number identifier as unauthorized vehicles were using my parking space. Currently, I am unable to settle damage claim with WSSC due to FRAUDULENT documentation used by WSSC to support claim (1) certification of satisfaction: job completion from cleaning crew listed as IG cleaning services (should be dmv fire & flood) and I informed my claims rep that this form was not provided to me (2) Damaged inventory [was submitted with my claim recd by claims unit 08/16/2023] (3) the biggest fraud was the inclusion IG cleaning service item/expense report. I am now in receipt of photographs/security camera footage of the company that serviced my property which is dmv fire and flood. Upon request I will forward proof of these discrepancies. My claims rep would not address these as well as other discrepancies but advised I would not be prohibited from seeking further recovery from my homeowners insurance. Damage *** have been averted by simple maintenance checks, sewer issues were seen by removing manhole cover in parking lot. Previous neighbor advised me he had the same issue.

• Initial Complaint

  Date:03/12/2024

  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.

  On 2/1/2024 I received a quarterly water bill of $1456.27 which was due on 3/1/2024. I called WSSC the following day on 2/2/24 and was told to call a plumber. I had togo out of town from Feb 9-14th and due to this high bill I had asked my plumber to shut off the water as I was afraid my next quarterly bill would be outrageous again. ON 2/2/24, WSSC also promised to send someone to re-read my meter. On 2/8/2024 I was informed the meter reading was correct. Master plumber. ******************************* reported being in contact with WSSC throughout the month of February regarding my situation. He also came to my home to further check inside/outdoor for leaks. Nothing was found on 2/16/2024. Report was sent to WSSC. I have spent $750.00 in plumbers coming to my home. I have lived at my address since 2014; my quarterly averages are between $150-$200. I live alone. There is no way I consumed ****** gallons of water when average use is around $12,000.On 3/6/24 I called WSSC since I was now worried about my bill being overdue, I never pay my bills late. I was told WSSC had not sent anyone out to my home for master inspection. I was told to complete a dispute form online. To date, my bill is now $1529.08, which means since last date of bill 1/30/24 I consumed a difference of $72.81 (which seems correct given the fact that my average monthly use is less than $100).I need an adjustment to my bill; there are no leaks inside or outside. I have read of this scam happening to so many of my neighbors. It has been affecting my mental health greatly for the past month.

  Customer Answer

  Date: 03/18/2024

  I went to WSSC today, they did not care that I have spent $750 on master plumbers coming to my home. I did not know but my water was scheduled to be cut off tomorrow, 3/19/24. In order to avoid this, they told me to go on their website and complete a "promise to pay," I did so and was placed on a payment installment plan. I was also told someone would come out to my home tomorrow. I am not even sure for what. 

  I was told if I wanted them to come out and see if I had leaks, I was to pay $100 plus so that they would come out. I said no, I should not have to pay for them to come to my home. I do not feel like I am getting anywhere. I was also told to go online and complete bill adjustment (which would lower my bill partly for one time, this can only be completed once every 3 years). However, this does not resolve the problem. I am worried my next quarterly bill will be in the thousands again if this matter is not resolved. 

  Customer Answer

  Date: 03/21/2024

   I went to WSSC on 3/18/24 was told cutoff would be 3/19/24, to prevent it I would need to  get on a payment plan, which I did. 

  I called WSSC on 3/20/24, was told my new meter reading had dropped to 48 gallons from 2/8/24 through 3/20/24. They put in a payment adjustment but that would only (if approved) ***** me 50% deduction which would leave with a $700 bill. They said I would need to pay the bill in full before requesting a formal hearing. This is such a joke. So miraculously I don't have a leak anymore? I've spent so much money on plumbers to tell me NOTHING was wrong and time and stress with this issue. I need help from BBB for a fair solution. This is not fair, they are putting me through the ringer and now I feel like I am going to live in fear of getting an high bill out of the blue at any time. Please assist me. 

  Thank you in advance

  Business Response

  Date: 03/24/2024

  ---------- Forwarded message ---------
  From: Customer Service <********************************************************************>
  Date: Friday, March 22, 2024 at 2:38:39 PM UTC-4
  Subject: WSSC Water Account #********** - *************************** ***** - High Bill **************************** dir="auto">*********************** <***********************>
  Cc: ******************************************** <********************************************>, *********************************** <***********************************>
  

  
  
  

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

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

  *********, ** 20853

   

  Re:     Account #**********

            MPSC #********

            BBB Complaint ID  ********

            WSSC IssueTrakr #******         

   

  Dear **************:

   

  The ******** ************** Commission (MPSC) and the Better Business Bureau (BBB) requested that WSSC Water respond to your complaints regarding the high 11/02/23-01/30/24 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 11/02/23-01/30/24 bill reflected a 696-gallon average daily consumption (***), or $1,456.27. The usage was ****** gallons over 89 days. For reference, the *** on the 10/26/22-02/03/23 seasonal comparable bill was 110 gallons. We agree this usage appears elevated compared to the historical consumption at your property. For this reason, on 01/31/24, 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 01/30/24 billed reading of ******* gallons, we obtained another reading on 02/08/24, and your meter read ******* gallons. When the numbers increase in sequential order, this verifies the accuracy of the billed meter reading. Between 01/30/24 and 02/08/24, 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 *** increased to 700 gallons, suggesting that the cause of the elevated usage had worsened over time.

   

  Between 02/08/24 and 03/20/24, after your plumbers visit, the *** decreased significantly to 48 gallons, suggesting that the cause of the elevated usage was remedied. WSSC Water delivers water to the property; however, we cannot determine how that water is used once it passes through our meter. The same meter registered normal, high, and low consumption, indicating that the meter was responding to the varied amounts of water passing through the meters registration chamber.

   

  WSSC Water offers a High Bill ************** to our single-unit residential customers when water 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 on one bill once every three years 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 03/21/24, this adjustment canceled the 11/02/23-01/30/24 bill for $1,456.27 and re-billed the account $782.09 for the same period, providing a $674.18 reduction in charges ($1,456.27 - $782.09 = $674.18). 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.   

   

  Currently, your account reflects a $741.64 balance due. Our records indicate that you have a payment installment plan agreement with our partner, Promise.

   

  Alternatively, if you believe you have been charged an amount in excess of that which is properly and legally payable, you are welcome to revise the attached *********************** (DRB) Review Request Form we received from you 03/12/24, before we adjusted your account. You may submit the revised form by email to ******************************************. It is important to note that the DRB's purpose is to ensure WSSC Water has appropriately followed the ******** laws and regulations that govern us, not to provide financial assistance or exception account adjustments/reductions.

   

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

   

  Sincerely,

   

• Initial Complaint

  Date:03/07/2024

  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.

  On March 1, 2024, I received my WSSC bill. To say I was shocked is an understatement.My bill showed an increase of $29,000 gallons of water, with an increase of $425 on my bill.The number of gallons used is equal to a very large amount of water that will fill a swimming pool.We are a household of three and use the exact amount of water plus or minus a few gallons of water.Over the past year, as an example, we paid an average $219 every 3 months for water.We pay our bill on time with no issues for over twenty years. WSSC would not even work with us on this matter.With this, I called WSSC on March 4, 2024 to find out what led to this very high increase in our usage and water bill. They could not truly explain the increase.I then called the next day, hoping someone would be able to explain the extra usage. They were unable to explain either.Along with the issue, the meters have different readings (internal and external). The internal meter which shows our usage has a normal reading, less than 500 gallons of the outside meter.When I called attention to this, WSSC customer service agent, said they dont read all the numbers. What does this even mean? No one could explain. There are no leaks outside or inside the house.As I work, I could not keep wasting lunch hour to call without a resolve.How can someones bill increase by 500 gallons, when there was no difference in the usage?Why does WSSC say there is no issue?How can they say they cannot credit the incorrect reading to my account?Also, other neighbors, come to find out, received the same shocking type of bill and are also being given the run around by WSSC. More of interest, there are many complaints on bulletin boards of customers experiencing the same issue and of being given the run around. The result I would like is to remove this incorrect usage bill from my account, crediting back any fees or penalties. Thank you,

  Business Response

  Date: 03/16/2024

  ---------- Forwarded message ---------
  From: Customer Service <********************************************************************>
  Date: Friday, March 15, 2024 at 5:27:57 PM UTC-4
  Subject: Issue #******: You have a new message from the BBB of Metro Washington ** & Eastern ************ complaint #********.
  To: ********************* <*********************>
  Cc: *********************************** <***********************************>
  

  
  
  

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

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

  Fort Washington, ** 20744

   

  Re:     Account #**********

            BBB Complaint ID  ********

            WSSC IssueTrakr #******

   

  Dear ******************:

   

  The Better Business Bureau (BBB) requested that WSSC Water respond to your complaint regarding the high 11/20/23-02/21/24 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.

   

  As you may know, the water meter is installed inside your home and is read through a device mounted outside your home called the remote reader.  The remote reader is wired to the inside meter and remains synchronized with it. 

   

  According to our records, your 11/20/23-02/21/24 bill reflected a 311-gallon average daily consumption (***), or $596.12. The usage was ****** gallons over 93 days. For reference, the *** on the 11/17/22-02/21/23 seasonal comparable bill was 145 gallons. We agree this usage appears elevated compared to the historical consumption at your property. For this reason, on 02/22/24, 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 02/21/24 billed remote reading of ********* gallons, we obtained an inside reading and remote reading from you on 03/04/24, and both read ********* gallons. When the numbers increase in sequential order, this verifies the accuracy of the billed meter reading. Between 02/21/24 and 03/04/24, 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 166 gallons, suggesting that the cause of the elevated usage was remedied.

   

  WSSC Water delivers water to the property; however, we cannot determine how that water is used once it passes through our meter. The same meter registered normal, high and low consumption, indicating that the meter was responding to the varied amounts of water passing through the meters registration chamber.

   

  After a thorough account review, we have determined that no 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 regulations to remain fiscally and ethically responsible to all our customers.

   

  Currently, your account reflects a $596.12 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/.

   

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

   

  Sincerely,

• Initial Complaint

  Date:02/28/2024

  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.

  11/1/2023- Wssc have turned off water, I have tried to do a payment plan for the full amount I got a text will turn on services then when was told have to pay full balance. I have been out of water with two children. That go to school. This is my last resort before having to go legal to court. I also have a medical condition and now I am very sick again.

  Business Response

  Date: 03/20/2024

  --------- Forwarded message ---------
  From: Customer Service <********************************************************************>
  Date: Monday, March 18, 2024 at 3:02:44 PM UTC-4
  Subject: Issue #******: You have a new message from the BBB of Metro Washington ** & Eastern ************ complaint #********.
  To: *************************** <***************************>
  Cc: ****** of . Inspector General <******************************************************>, *********************************** <***********************************>, WSSC Government Relations <*******************************>
  

  
  
  

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

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

  ************, ** 20886

   

  Re:     Account #**********

            BBB Complaint ID  ********

            WSSC IssueTrakr #****** and ******

   

  Dear ************:

   

  Your concerns to the ****** of the Attorney General, the Better Business Bureau, and our ****** of the Inspector General regarding the 11/14/23 water service disconnection to ********************* were referred to me for response. I am very sorry to learn about the financial and medical hardships you are experiencing. Thank you for your patience while I reviewed the matter.

   

  I see that you are already enrolled WSSC Waters Customer Assistance Program (***) that provides financial assistance to approved residential customers. When a customer is enrolled in the ********************* Program (OHEP), they qualify for ***. Our *** program reduces the water and sewer bill for eligible households by granting full credit for WSSC Waters Ready-To-Serve Charge and ********* ******************** (***) fee. While the amount of the credit can vary, for most customers the *** credit averages $30.77 per quarter, or $123.08 per year. The *** exemption adds an additional $15 per quarter, or $60 per year.

   

  You may be interested to learn that we have enhanced our financial assistance programs because we are committed to helping customers pay their water bills. For more information, please visit our website at ***************************************assistance.

   

  Please see the attached summary of the account charges, consumption, adjustments, and payments. Regretfully, the account is significantly in arrears due to minimal payments received since 2017. Also, in 2020, we learned that your bankruptcy case was dismissed and so we reapplied a $6,603.86 balance.

   

  WSSC Water does everything possible not to disconnect our customers' services. Customers have 30 days to pay their quarterly bills. Prior to disconnecting services for non-payment, we mail written notices to the property address advising the occupants to pay the outstanding balance within ten days to avoid a service interruption. Additionally, our Interactive Voice Response System (IVRS) is equipped to initiate collection calls.

   

  As a normal business practice, we offer due date extensions and payment installment plans to all of our customers as options to ensure that their service remains uninterrupted. However, once the water service is disconnected, ******** law states that, The water may not be turned on again until the bill, any late payment penalty charges as authorized by law, and the cost incurred in shutting off and restoring the water supply are paid.

   

  However, as a courtesy, WSSC Water will accept a minimum 50% payment of the delinquent balance and a payment installment plan agreement for the remaining balance to restore the water service. In response to your 01/25/24 complaint to the ****** of ******* *******************************, we reviewed your account and provided a $799.24 reduction in charges because we were delayed providing the 09/13/22-12/19/23 actual bill. Also, on 01/26/24 and 01/29/24, we contacted several Montgomery County programs on your behalf to try to facilitate emergency financial assistance. However, these organizations indicated to ** that you had received the maximum benefit and you were not eligible for any other assistance at that time.

   

  Currently, your account reflects a $5,709.43 past due balance. To have the water service restored, please pay or obtain financial assistance for at least $2,854.71. Once you submit the 50% payment, contact Promise for a payment installment plan agreement on the remaining balance. They can be reached at ************ or ******************************************.com/. Then, call WSSC Water at ************ to have your service restored. If it is after 6 p.m., ************************* Advisors can be reached 24 hours a day, seven days a week, at ************ or emergencycallcenter@wsscwater.com.

   

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

   

  Sincerely,

• Initial Complaint

  Date:02/20/2024

  Type:Customer Service 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.

  06/26/23- 09/21/23 WSSC Account ***************** WSSC DRB *************** Paid $270 and paying current bill charge to maintain good faith I am charged with over *****+ gallons used during the billing period which is extremely excessive, more than double. We do not have any auxiliary water system. I've been checking our water consumption since I got the bill and there are no indication of a leak. I did their request of 10 days meter check but there are no leaks. Just a random spike in the meter, I've looked up online and people are having the same issue. I submitted a dispute but it was declined.

  Business Response

  Date: 02/28/2024

  ---------- Forwarded message ---------
  From: Customer Service <********************************************************************>
  Date: Tuesday, February 27, 2024 at 5:54:35 PM UTC-5
  Subject: Issue #******: ********** - ***************************** - FW: You have a new message from the BBB of Metro Washington ** & Eastern ************ complaint #********
  To: ********************* <*********************>
  Cc: *********************************** <***********************************>
  

  
  
  

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

  18603 *******************

  **********, ** 20874

   

  Re:     Account #**********

            WSSC Water IssueTrakr #******

            BBB  Complaint ID  ********

   

  Dear ********************:

   

  The Better Business Bureau (BBB) requested that WSSC Water respond to your complaint regarding the high 06/26/23-09/21/23 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 06/26/23-09/21/23 bill reflected a 448-gallon average daily consumption (***), or $860.74. The usage was ****** gallons over 87 days. For reference, the *** on the 06/23/22-09/20/22 seasonal comparable bill was 179 gallons. We agree this usage appears elevated compared to the historical consumption at your property. Our bills reflecting elevated consumption should alert customers to their increased water usage so they can take corrective action to reduce their future water and sewer use costs. On 10/02/23, you advised us that you watered outside, and we advised that could possibly have been the cause of the elevated usage.

   

  We understand wanting to confirm that your meter is correctly capturing the water used in your home. To verify the accuracy of the 09/21/23 billed meter reading of ********* gallons, we obtained another meter reading from you on 10/02/23, and your meter read ********* gallons. When the numbers increase in sequential order, this verifies the accuracy of the billed meter reading. Between 09/21/23 and 10/02/23, 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 90 gallons, suggesting that the cause of the elevated usage was remedied.

   

  WSSC Water delivers water to the property; however, we cannot determine how that water is used once it passes through our meter. The same meter registered normal, high, and low consumption, indicating that the meter was responding to the varied amounts of water passing through the meters registration chamber. 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).

   

  After a thorough account review, we have determined that no 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, we must abide by our regulations to remain fiscally and ethically responsible to all our customers. 

   

  On 01/30/24, the Dispute *************** (***) reviewed your correspondence, together with information relevant to the disputed bill(s), and denied your claim. The ***s decision is always final. The *** will not review accounts more than once for the same billing concern. However, once the charges are paid, you may request a Refund Hearing. Refund Hearings, required by law, are our forum for disputed bills that have been paid. Unlike *** requests, all Refund Hearing requests are guaranteed a hearing.

   

  Currently, your account reflects a $570.74 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/.

   

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

   

  Sincerely,

   

  Customer Answer

  Date: 02/28/2024

  [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: 21318379
  
  I am rejecting this response because:
  There are a lot of cases and reports online where the bill is inflated due to erroneous meter jumping. ***** extra gallons of water out of nowhere is ridiculous. I work from home so I would notice if anything is wrong at any given time. Stating that the cause of elevated use is watering outside is a misnomer, its ***** gallons that can fill up 2 big swimming pools, We do not have any auxiliary water system that would cause it, "watering outside" is just me throwing less than 1 gal of water to plants on our nonexistent yard. Please resolve this issue. 

  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/31/2023

  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.

  On 3/6/2023, I put in a ticket to start service at my home before I moved in on 4/1/2023. I received an email on 4/8/2023, saying that my request was processed and service had started. I setup my online account using the account number provided. I had never received a bill (paper or e-bill). I reached out in 8/2023 because the previous tenant in my home said their bank account was still being debited for MY water bills. WSSC said the issue was fixed and that I would start received future bills to my email address. I still have yet to receive a bill (paper or e-bill). I received a call saying that my service was scheduled to be disconnected due to nonpayment. When I went online to view the e-bill, it now has the name and mailing address of someone in Silver Spring on my bills. I live in Upper Marlboro. How is someone supposed to pay a bill that they never receive? Why would a bill for service on a home not be sent to the individual who setup up the account at the SERVICE ADDRESS? Why can't WSSC get this right? I don't know if they are recycling account numbers or what but this is unacceptable. WSSC has yet to get it right after almost a year. FIX MY BILL!

  Business Response

  Date: 01/22/2024

  ---------- Forwarded message ---------
  From: Customer Service <[email protected]>
  Date: Monday, January 22, **** at 11:35:47 AM UTC-5
  Subject: Issue #******: FW: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********. (WSSC)
  To: ************************* <***********************************;
  Cc: [email protected] <[email protected]>
  

  
  

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

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

  Upper Marlboro, MD *****

  Re:     Account #**********

            WSSC Water IssueTrakr #******

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

  Dear ************************:

  The Better Business Bureau (BBB) requested that WSSC Water respond to your complaint about starting water/sewer service at ****************************. Your inquiry was referred to me for investigation. I appreciate your patience while I reviewed the matter.

  In accordance with Maryland law, unlike other utilities, property owners are ultimately responsible for payment of all water and sewer bills. For this reason, WSSC Water accounts are assigned to the property owner, not individual occupants. Tenants are added to the property owner's account and receive secondary bills. According to the Maryland Department of Assessments and Taxation and our records, the owner of ********************************************* is ********************************

  We have no way of knowing a property has changed occupancy unless the owners/ tenants notify us. Once we are advised that a property is being sold or a tenant will be moving into or out of a property, we can provide a "final bill" by visiting the property for a meter reading as close as possible to the settlement or moving date; or, when a property is served by an inside meter, the buyer, seller or tenant can provide us with a complete, 7 or 8-digit meter reading. To allow us time to obtain the above-mentioned reading when necessary, we ask that customers submit requests to start/stop service within 10 business days of settlement or moving date. Typically, request are processed within 5 business days of receiving the meter reading.

  According to our records, on 03/26/23, we received your "Start Service Form" indicating that you would be moving into **************************** on 04/01/23. Consequently, we added your name to ************************** account and mailed your first 04/05/23-05/12/23 bill for $47.45 to you at the property address. Primary bills continued to be directed to **********************, who did not immediately stop her participation in our Auto Pay, or automatic payment, program after you moved in.

  In response to your 08/17/23 email, we corrected our records so that bills would be emailed to you at ********************** rather than mailed to the property address. In that regard, our records indicate that we emailed you the attached 08/15/23-11/09/23 bill for $137.53 on 11/14/23. This bill was due by 12/13/23.

  If you wish a payment installment plan for the $137.53 past due balance, WSSC Water has now partnered with Promise to provide affordable, flexible, and interest-free payment plans. They can be reached at ************ or ******************************************.****.

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

  Sincerely,

• Initial Complaint

  Date:12/17/2023

  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.

  Yesterday (16 Dec 2023) we called WSSC because we noticed that our sons bath water was yellow. They sent someone over within 2 hours of reporting the issue to run the fire hydrant and advised us to run our cold water tap to do a flush. This remedy didnt work, today our tap water is even more yellow and we now notice the color change in all taps (not just the bath), including if we poor a glass of water. When we called again to report the worsening issue, the operators are extremely rude and dismissive. So far its been over 24 hours of this issue becoming progressively worse. On WSSCs website it states that Discolored water is generally safe to drink for healthy individuals. However, individuals with compromised immune systems (such as cancer patients undergoing treatment, HIV positive individuals, transplant recipients, seniors, and infants), should take any precautions they would normally take with regular tap water and/or seek advice from their physician be-fore consuming discolored water.Our house has both a young child and a cancer patient which SHOULD make it even more urgent for WSSC to resolve this issue. Tomorrow I will be contacting the city.

  Business Response

  Date: 12/31/2023

  ---------- Forwarded message ---------
  From: Customer Service <[email protected]>
  Date: Thursday, December 28, 2023 at 9:49:56 AM UTC-5
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: [email protected] <[email protected]>
  

  
  

  Re:         DISCOLORED WATER Work Order #******* - ********************************

  Good morning:  We flushed the discolored water again on 12/17/23 & have not had another complaint from **************** since.  This matter appears resolved. If the problem persists, please ask **************** to call our 24/7 Emergency line at ************.

  Sincerely,