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:09/18/2024

  Type:Order 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.

  This issue is related to case #********. The BBB did all they could as to the overbilling issue in the community. I had to make a payment plan with the company as I'm sure other seniors did. Now the company is threatening to shut off my water on 9/21 disregarding the payment plan made. I am attaching the email exhange with the company rep **** ******* where he suggests the plan and and my response that I already made the arrangement. The company apparently has chosen to disreard the agreement they made with me although i am in full compliance with it as stated. I beleive this is retaliation for my activism in the community as I work with others in ensuring that our rights are protected and as we seek sources to remedy our situation since neither the bb nor psc have been able to assist us and the FL Atty ******* only suggests contacting an attorney.I have upheld my part of the payment plan making the first payment before the 9/15 due date and the next payment is not due until the bill with October 15. If my service is cut due to USW canceling their agreeement I will be forced out of my home. USW treatment of senior citizens in this community is dangerous to our health.

  Business Response

  Date: 09/20/2024

  The disconnect notice was automated and sent in error.  The payment plan has been set up, the late charge removed and the customer should not receive a disconnect notice in the future as long as the payment plan is met and account current.  Customer was called and informed of this.  She will not be disconnected.

  Customer Answer

  Date: 09/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I was not contacted by the anyone at US Water company with this information and in a panic over being disconnected, I obtained funding to pay the balance so the payment agreement is paid in full despite the fact that the billing was incorrect and I did not use the amount of water I was billed for.  I will continue to dispute the overbilling issue using every source available to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:08/13/2024

  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.

  I have contacted the company over 4 weeks ago to ask for my bill to be corrected. My bill shows 8 thousand gallons of water usage 6/9/2024 to 7/10/2024. I know this is incorrect as i have never used that amount of water. On the attached bill you can see the previous years usage and it does not exceed 2 Tgals except for one month when I knew it would be a little higher (3 Tgals) due to having outdoor house cleaning done by a pressure washer company using my water source. I had the same problem several months ago and was being billed by the company for 7 thousand gallons usage. I did finally receive credit for the over billing and the company letter stated it was a 'courtesy credit'. I was told directly by the local tech *** that it was an error with their meter reading machine. I contacted the company again today to ask why no one has been to recheck the meter and was told they did so on 7/30. I was not advised of any visit or informed of any result. They did however, finally ***air the broken (for 6 yrs) meter cover on 7/30 to my surprise. The company states there are no leaks which I already knew after monitoring the meter 3 times. I am a 70 yr old who uses very little water and I am absolutely sure this is another error by this company. a few years ago they shut off my water claiming I had not paid my bill. Despite my bank providing proof that the check was paid the co made me pay again and added fees (late and reconnect). It took months for them to admit they had my money all along and corrected my account but I was put in financial distress for months due to that incident, I will be in financial distress being unable to pay $196.59 when my normal bill is $98.89 or less monthly. I am confined to my home, no sprinkler system, no car washing, nothing which would cause me to have the same bill as my neighbor with 7 adults and 1 child living there. I can send the other 'correction letter', it would not upload but can email it.

  Business Response

  Date: 08/15/2024

  The utility's technician performed a site visit on August 1, 2024 to inspect the meter and to replace the meter box.  A meter reading of 424 was obtained on 08/01.  On the customer's last **********************, the ending meter reading was 419 on 07/10/2024.  This indicates that from her last billing to the site visit, an additional ***** gallons was used during this 22 day period.  Her last bill indicated ***** gallons used from 06/09/24 through 07/10/2024.  The meter is operating properly and there were no leaks detected. 

   

  Customer Answer

  Date: 08/17/2024

   
  Complaint: 22135092
  
  I am rejecting this response because:I am rejecting this response because:  There is no way especially since USW confirms there are no leaks, that I used ***** gallons of water. I would like them to confirm that the meter reading machine has been tested and verified functional. The issue the last time - per the letter attached - was that the reader was malfunctioning per the USW technician who came to check the meter at that time. A review of my usage each month shows that I have not used anywhere near this amount of water. I'd have to leave my faucets running all day in order to use that much water. Since it has been confirmed that there are no leaks, the only reason has to be a misreading. My outdoor spigots have locks on them since 2013 due to an issue of workers from the water company using my water when the neighbor had problems with plumbing.  The company should also consider that the meter cover has been broken for 6 years, trucks have parked on top of it pushing the concrete against the meters. Thankfully, the cover is now replaced. I brought this to their attention as well as my neighbor contacting them dozens of times over these years. As of today, I am going to read and take photos of both meters in the box on a daily basis. 
  I am requesting that the company show proof that the meter reader was officially tested and calibrated for functionality. Also, proof of the last time the equipment was tested/calibrated. I think this is reasonable since it was confirmed by their own technician that the meter caused the misreading in the past.
  Due to the financial hardship this payment will make on me, I am asking that 50% of the amount (my usual bill) be accepted now and a time allowance to pay the additional amount for which I will need to seek assistance from outside sources to be able to pay it.
  
  
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/23/2024

  The utility will conduct an on-site 10 gallon bucket test to determine whether the meter is operating correctly.  This test has been scheduled.

  The most recent meter reading indicates that this customer has used another ***** gallons from July 10 through August 12

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22135092
  
  I am rejecting this response because: A 'bucket test' will only show my that I have no leaks and does not indicate if there is a problem with the company lines delivering water to the area.  I believe there is something wrong with the company system. It has been determined again that there are no leaks at my home, however, I did not receive a response regarding calibration of meter or reading equipment. I have since spoken with several neighbors who have also received what they believe are erroneous bills for thousands of gallons more than they used. At least one home had a meter replaced but that does not solve the problem. Every person has been told something different and that 'no one else' has any problems. The company states that I just used an additional 7000 gallons in 33 days which is impossible. Meter readings vary from 27 -35 days over the past year, this causes fluctuations of at least 1 Tgal up or down on bills due to inconsistency in days billed.  I have been taking photos of the meter on a daily basis and tracking my usage as to laundry, showers, etc. I do not use the tap water for drinking, coffee, cooking or ice making. I have no sprinkler system and don't water my lawn or wash my vehicle at home. I, along with the others affected by this problem will be seeking assistance from state agencies as well. We are mostly senior citizens who cannot afford to cover the costs of the companies system failures. I already paid the amount of my normal bill and now have that balance as well as another bill to face that is more than double my normal and is not accurate.  Senior citizens - most with multiple medical issues - should not have to live in fear of having water cut off due to the company refusal to adequately and honestly deal with the issue.  While this issue is in dispute we should be allowed to pay our normal bill amounts and be protected from cut off of service until this matter is resolved. 
  
  Sincerely,
  
  *****************************