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:03/05/2024

  Type:Product 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.

  Water Company's meter malfunctioned and they want to charge me to evaluate the problem with their installed equipment. It's predatory and criminal in nature. Need refund of $323.90

  Business Response

  Date: 03/13/2024

  March 13, 2024
  Thank you for the opportunity to respond to the referenced complaint.  On February 8, 2024, after being posted for shut off due to non-payment, the complainant called our office to dispute his bill due to a level of consumption that exceeded his historical usage. Prior to being posted for shut off, the complainant was issued two past due notices. The complainant inquired about payment plans and was advised that his account had been elevated to the shut-off phase and per Authority policy was no longer eligible for a payment plan and that restrictions on any manner of payment that could be returned for insufficient funds had been placed on the account.We attempted to explain to the complainant that his excessive consumption could be a leak and offered him a high consumption inspection which is a service offered by the Authority free of charge. We further explained that it is standard practice for the Authority to provide notice to customers via an automated outbound call system when consumption is outside of a customers typical usage pattern however upon review of the account, it was determined that the Authority did not have contact information for the complainant. An alternative option to have the meter tested, at a cost of $100 was offered. Note that such fee would be reimbursed in the event the meter tested outside of a manufacturer prescribed accuracy threshold, however the customer service representative was unable to convey this information due to the complainants persistent refusal to allow her to speak.  A second call was received from the complainant later the same day.  In the meantime, Authority personnel had gone to the property to obtain a current reading which reflected a return to the customers typical consumption. The complainant ultimately came to the office and paid his bill in cash and his ************* was stamped as paid.  The complainant was advised that a ledger reflecting the payment could be obtained the next day once the payment was posted to his account.
  The ******************** is offering to exchange the complainants meter and continues to offer the option to have the existing meter tested in accordance with its standard fee schedule ($100) with such fee being reimbursable should the meter test outside of the prescribed accuracy threshold.  A ledger of the customers account will be provided via U.S. mail. The complainant is also welcome to attend an Authority Board meeting.  **************************************************************************************************