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Business Profile

Water Service

Thurston PUD

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Water Service.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Recently we were made aware of a large water leak towards the middle of February. We notified our landlord immediately and the main line was excavated and replaced. When calling customer service I tried to get a rebate to lower our bill since it was gonna be over $500. Perhaps more with the second bill is taken into consideration since we were notified after the 20th. The supervisor failed to give us a call back nor was my email responded to.I was told nothing could be done to lower our bill. This is unacceptable. Yes, we did have a major water leak back in May when I was in the hospital iand was fixed as soon as we were made aware of it and once again, the water line had to be excavated. It was not a simple fix, I understand theur policy is you only give one of these bill rebates every year. Considering there was a massive freeze in January that likely caused the pipe to start leaking. I feel it is the moral and right thing to once again lower the cost of our bill. We complied as quickly as possible for a situation we have no control over. Please note I am a disabled individual on limited Social Security income. So bills of hundreds of dollars is extremely oppressive. I tried to talk to the supervisor of customer service regarding no exception being made. They never called me back like they said they would. I am looking for a fair compromise that isnt just a payment plan. This water leak was due to the mainline as was the previous, which should be enough of an exception. With abnormal freezing temperatures likely being the culprit. It doesnt seem right to be that we should be responsible for such wildly unpredictable situations like this.

    Business Response

    Date: 03/14/2024

    I, *************************, spoke directly with ************************* yesterday, March 13th, 2024, regarding the email she sent the Thurston PUD Commissioner and employees and in response to her BBB complaint. Thurston PUD leak adjustment policy allows for additional adjustments when approved by PUD General Manager or Assistant General Manager. PUD General Manager authorized an additional leak adjustment of $600.09 toward water usage in February and March 2024 as **************** had requested. Please see the attached email that was sent to **************** yesterday following the telephone conversation. 

    If you have any questions regarding this complaint response, please call me directly at ************. Thank you. *************************

  • Initial Complaint

    Date:11/07/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Charged for water usage over 960 cubit feet above actual meter reading this is not the first time. Thurston pud says they could not read meter so they estimate but I can read meter and I have pictures. If they believe the meter is unreadable they should replace it and stop overcharging me. Sept and oct. 2023 charges $203. And $165. outrageous!*********************

    Business Response

    Date: 12/18/2023

    Thurston PUD responded to this BBB complaint by contacting ************************* directly on November 16, 2023. We explained our policies and procedures and were able to adjust his account and provide a credit in accordance with our policies. During our conversation with ************** he was informed that he would receive a formal response to his BBB complaint on their website. Thank you. ************************* Direct Phone Number **************

Thurston PUD is NOT a BBB Accredited Business.

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