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:12/03/2023

  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.

  the last bill received @ my home was due in August and was paid on time as all of the previous bills. Some unknown reason, I didn't receive the bill for an unspecified amount. I received a text message indicating that I click on some phrase to agree to some agreement which seemed like some scam. Perhaps, I'm just used to conducting real business in the past 23 years with the company in this manner. Just didn't feel legit. I located the last bill received and responded to WSSC in person on 12/1/23 to get a copy of the bill that I'd never gotten and find out why I hadn't. I was told I owed $112.93 plus a late fee of $1.96. I requested a copy of the bill for my records and was told by the individual that she couldn't print me a copy of my bill, but I'm just to go with any amount someone chooses to tell me while their glaring at the computer screen. I wasn't @ ******* asking for my water bill, but actually @ WSSC and couldn't get it. absolutely ridiculous What's this now, Utility Bullying at it's finest... I left and returned home to set up a payment to include one of the two amounts she provided plus the $1.96 late fee for a total of $114.90. The payment should arrive by 12/5/23. I pay my bills. They're to render a service to include sending me a bill, but don't and I get charged a late fee of course. Covid didn't leave every consumer left standing scared and stupid. Is there any integrity left or is every other entity creating new ways to make more money. The truth is that I still don't know what I honestly owed & should be able to have a tangible copy for my records.

  Business Response

  Date: 12/20/2023

  ---------- Forwarded message ---------
  From: Customer Service <[email protected]>
  Date: Mon, Dec 18, 2023 at 5:16 PM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: ************************** <**************************>
  Cc: [email protected] <[email protected]>
  

  
  

  **. *********************

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

  Silver Spring, MD *****

  Re:     Account #**********

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

            BBB Complaint #********

            WSSC Water IssueTrakr #******

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

  The Better Business Bureau (BBB) requested that WSSC Water respond to your complaint about not receiving the 07/18/23-10/17/23 water/sewer bill for ************************ Your inquiry was referred to me for investigation. I appreciate your patience while I reviewed the matter.

  Please accept my sincere apologies that our Customer Service Advisor did not print a copy of the bill when you asked. Excellent service is a priority for WSSC Water and we are always disappointed when we do not meet our customers' needs. Thank you for bringing this important matter to our attention and be assured that we have used your experience as a training opportunity for staff. At WSSC Water, we are always looking for ways to improve our service, and your feedback is an invaluable part of that process.

  For information, WSSC Water does not text customers when their bills are past due. We only make phone calls and mail collection notices as required by Maryland law.

  According to our records, we mail all bills and collection notices to you at ********* *********************, SILVER SPRING, MD, *******. Your email indicated that you did not receive the 07/18/23-10/17/23 bill for $107.56. In that regard, you may want to contact your post office. For your review, a copy of this bill is attached.

  In accordance with Maryland law, all charges must be paid by the due date indicated on the billing statement, or a 5% late fee is assessed on the past due amount. Therefore, when the $107.56 payment was not received by the 11/17/23 due date, we assessed a $5.38 late fee to your account. The total account balance was then $112.94.

  On 12/05/23, we received your $114.90 payment. This payment created a $1.96 credit balance. As a once-per-year courtesy, on 12/11/23, we removed the $5.38 late fee. Consequently, your account currently reflects a $7.34 credit balance that will be applied toward your next bill.

  I hope this amicably resolves your concerns and thank you for being a valued WSSC customer.

  Sincerely,

• Initial Complaint

  Date:11/07/2023

  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.

  WSSC has failed me as a PG County customer! I can literally hear the water coming from the outside into my home. Water running all day and all night long! WSSC has been to my home 3 times to fix this issue and failed! Called them back 2 additional times to fix the problem and no one has came back to fix this! My son cannot sleep in his bedroom because of the noise from the running water! I have hired a Plummer who came out and turned off all the water in my home to see if the problem was on my end. The Plummer found the issue coming from the street up my driveway into my yard and into my home! This issue has caused my water bill to be drastically high and I don’t know what else to do!

  Business Response

  Date: 11/29/2023

  ---------- Forwarded message ---------
  From: Customer Service <[email protected]>
  Date: Mon, Nov 27, 2023 at 9:20 AM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: ***************.com <***************.com>
  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 hearing water coming from the outside into your home at *********************** Your inquiry was referred to me for investigation. I appreciate your patience while I reviewed the matter.

  According to work orders ******* and *******, we found no leaks on WSSC Waters water mains or on the portion of your service line (up to your property line) maintained by us. The maintenance of the water service from the property line to the building is the property owners responsibility. In Montgomery and Prince George’s Counties, all repairs to underground water lines must be supervised by a master plumber registered with WSSC Water. Ask for the master plumber's registration number when contacting them. Registered WSSC Water plumbers are required to include their registration numbers in any advertising. When hiring a master plumber to repair an underground leak, we recommend you obtain more than one estimate; prices and guarantees vary. The master plumber must  obtain a permit from WSSC Water and the repair work must be inspected and approved by our Regulatory Services staff before the service line is covered. It is the master plumber's responsibility to determine the location of the leak on private property. Your plumber must independently confirm any information provided by a WSSC Water representative.

   

  Since your water meter is located outside, the water that leaked from your underground pipe may have registered on your meter. If your bill(s) reflects increased usage due to leakage, please submit copies of the plumbers receipt, a description of the leak, the date of the repair, and the signed inspection permit. Documentation should be emailed to [email protected] or mailed to WSSC Water, Research & Communications Section, 9th Floor, 14501 Sweitzer Lane, Laurel, MD  20707. When your documentation is received, no more than six months of billed charges that increased due to the underground leakage will be reviewed for a possible adjustment.  

   We hope we have addressed your concerns and thank you for being a valued WSSC Water customer. If you have any additional questions, please feel free to contact our Customer Service Center at ***************-************, or TTY *************** a.m. to 6 p.m., weekdays. 

• Initial Complaint

  Date:10/06/2023

  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.

  I received a water bill from WSSC in excess of $1500. The previous bill was only $300, and the highest every bill was $600. There have been no significant changes to the household compassion or water usage over the past few months. The water company does not seem to think there is anything unusual about the bill and says it is correct.

  Business Response

  Date: 10/26/2023

  ---------- Forwarded message ---------
  From: Customer Service <[email protected]>
  Date: Tue, Oct 24, 2023 at 2:52 PM
  Subject: Issue #******: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: ************************ <************************>
  Cc: [email protected] <[email protected]>
  

  
  
  

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

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

  Fort Washington, MD *****

  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 05/31/23-09/01/23 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 meter’s register. By law, we are obligated to issue bills based on water meter readings.
  
  According to our records, your 05/31/23-09/01/23 bill reflected a 720-gallon average daily consumption (ADC), or $1,546.09. The usage was 67,000 gallons over 93 days. We agree this usage appears elevated compared to the historical consumption at your property. For this reason, on 09/05/23, we mailed you a " High Reading Notification" containing information about household leak detection and finding a plumber. Also, on 10/05/23, we instructed you how to check the property for leaks.
  
  On 10/12/23, you advised us that there was a running toilet that 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.
  
  We understand wanting to confirm that your meter is correctly capturing the water used in your home. To verify the accuracy of the 09/01/23 billed meter reading of 232,000 gallons, we obtained another meter reading on 10/24/23, and your meter read 241,000. When the numbers increase in sequential order, this verifies the accuracy of the billed meter reading. Between 09/01/23 and 10/24/23, the readings indicated an additional 9,000 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: 241,000 – 232,000 = 9,000 gallons. The ADC decreased to 169 gallons, suggesting that the cause of the elevated usage was remedied or partially 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 meter’s registration chamber.
  
  In accordance with our "High Bill Adjustment" regulation, an owner is responsible for maintaining his/her property’s plumbing system, including identifying and repairing all leaks to that system. An owner is, therefore, responsible for paying all billed water and sewer charges including water passing through the meter as a result of plumbing system leaks. However, if a single-unit residential customer receives a bill with an ADC at least three times the comparable ADC (or current ADC if comparable is unavailable) and the customer is not eligible for any other adjustment set forth in this chapter, WSSC Water will adjust the one high bill at the customer’s request. Except for CAP customers, as set forth in WSSC 3.45.100, the new adjusted bill will exclude water and sewer use charges attributable to 50 percent of the water use in excess of the property’s comparable ADC, or current ADC if the comparable is unavailable. Eligible customers may receive such an adjustment only once for one billing period in any three-year period.
  
  Since the 720-gallon ADC on the 05/31/23-09/01/23 bill is at least three times greater than the 06/06/22-09/03/22 comparable ADC of 112 gallons and you have not previously benefited from a High Bill Adjustment; the account qualifies. If you would like to be considered for this adjustment, please contact WSSC Water’s Customer Service Center at ###-###-####, ###-###-####, or TTY ###-###-####, 8 a.m. to 6:00 p.m., weekdays. You can also email us at [email protected], or write to the address indicated below.
  
  Also, on 11/07/23 between 8 a.m. and 12 p.m., we will conduct a plumbing inspection to help you locate any additional leaks. The inspection costs $120.00 per visit and the fee is charged to your water account. Our inspector will check fixtures such as toilets, hose bibbs, and faucets.  However, our inspector cannot make repairs if a leak is identified. 
  
  I hope this information is helpful and thank you for being a valued WSSC Water customer.
  
  Sincerely,

• Initial Complaint

  Date:09/12/2023

  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.

  Hello, My name is ***** ******** and I would like to file a complaint against Washington Suburban Sanitary Commission (WSSC water). The property affected is **** ******** **, Temple Hills, MD *****. I would like to report wrongful billing. I am being charged for the past two cycles and they are indicating that I have used 72,000 gallons of water which does not make sense, requesting that I pay approximately $1700 when I have already paid last cycle. I have called them multiple times to address concerns and have been told that they will have someone come out to re-read my water meter but has not done so as of yet. I have also checked for leaks to ensure it is not human error, but no leaks were detected. We also checked our water meter and based on our current water consumption, it is not possible that the proposed usage indicated by WSSC water is accurate. I do not want to wait until they cut off my water due to failure in resolving my issue. I can be best reached via email at **************@*****.com or via phone at ###-###-####. Thanks so much for your attention and assistance in this matter. Kind Regards, *************************

  Business Response

  Date: 10/02/2023

  ---------- Forwarded message ---------
  From: Customer Service <[email protected]>
  Date: Fri, Sep 29, 2023 at 5:40 PM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania  complaint #********.
  To: ************************ <************************>
  Cc: [email protected] <[email protected]>

  
  

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

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

  Temple Hills, MD *****

  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 12/22/22-03/27/23 water/sewer bill for ************************. Your inquiry was referred to me for investigation. I appreciate your patience while we reviewed your account.

  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 05/23/23-08/24/23 bill reflected a 774-gallon average daily consumption (ADC), or $1,665.70. The usage was 72,000 gallons over 93 days. For this reason, on 08/28/23, we mailed you a " High Reading Notification" 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 08/24/23 billed meter reading of 796,000 gallons, we obtained another meter reading from you on 09/05/23, and your meter read 800,000. When the numbers increase in sequential order, this verifies the accuracy of the billed meter reading. Between 08/24/23 and 09/05/23, the readings indicated an additional 4,000 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: 800,000 – 796,000 = 4,000 gallons. The ADC decreased to 333 gallons.
  
  Between 09/05/23 and 09/12/23, the ADC decreased further to 285 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 meter’s 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. 
  
  Thank you for your 09/20/23 payment of $1,665.70. Currently, there is no balance due on your account.
  
  Sincerely,

• Initial Complaint

  Date:07/19/2023

  Type:Product 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.

  Acct#: **********, Original issuetrakr#: ****** I submitted a request on 6/22/23 for a water meter reading on 6/30/23 as that was the end of my residential lease. I had never been asked to read my water meter in the previous 3 years. I indicated the meter is on the exterior of the residence which is where the quarterly readings done by WSSC are taken. On 6/24/23 I received a follow up email that stated my request had 'insufficient information' and that I had until 7/5/2023 to respond. On the final day of my lease, I was no longer in the property. After the reading was not performed on 6/30, I replied on 7/2 to the email/issuetrakr stating I did not have access to the meter and that I wanted WSSC to perform the reading. There was no response by 7/5 so I called WSSC and spoke to a representative who told me they would send someone out to read the meter. There was no update by 7/13 so I called and was then told that they did not send a reader out as they said they would but instead emailed the new tenants who did not respond. The representative then spoke with her supervisor and got ASAP approval for a meter reading. By 7/17 the meter reading still hadn't been done, so I called WSSC the representative told me that the reading was scheduled for the same day. By 7/18 no reading had been uploaded to the system. I spoke with a representative who said she was unable to tell me if the reading had been done or not and that I needed to wait to see if it was uploaded or call back if it wasn't. Additionally, I've emailed WSSC on 7/3 and 7/11 without formal response, though I do get automated messages stating an issuetrakr request has been generated and that someone will follow up - there is no number generated and no representative has been able to find these new requests. It has now been 18 days since I vacated my residence and I need my final bill. It would also be nice to somehow get this extra time/usage taken off of my bill. Thank you.

  Customer Answer

  Date: 07/29/2023

  I was able to get ahold of the new tenants for the property on 7/20/2023 and have them give me the meter reading on that date. I submitted it to WSSC on the same day and let them know that this reading covered an extended reading period since my final bill was supposed to be on 6/30/2023. I have since received my final bill through 7/21/2023. Unfortunately, when I tried to pay it my bank account was charged twice. I contacted WSSC via ********** (# ******) on 7/26 but have yet to receive a response or a refund for the double bill - it has only been 2 business days without response from WSSC on this issue, but I'm just including this for the update; I plan to dispute this charge on my checking account if no response from WSSC by 4 business days. I still would like WSSC to correct my final bill since it included 20 extra days of service (nearly doubling the amount of final invoice) despite the fact that I had submitted a stop service request ahead of time. Thank you.

  Customer Answer

  Date: 08/25/2023

  Thank you for your message BBB. WSSC has not contacted me further. As I stated in my earlier response, I did submit a new ********** request with them regarding my final invoice. They responded on 8/2/2023 and stated they would issue a refund check for my double payment (as I was double billed by them) within 14 business days. By the end of the 14th business day, no refund had been issued. I therefore disputed the double billing with my financial institution who reversed the double bill charge. 
  
  I have not been contacted by WSSC regarding this BBB complaint.

• Initial Complaint

  Date:06/27/2023

  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.

  I called WSSC around the first week of June 2023 to complain about an ongoing issue. I ended up submitting a Dispute Resolving Board Review (DRB) Request because I kept being read a script by employees to be sure to ignore estimated bills, but ensure to check for leaks because our usage still increased nevertheless. None of my usage history in the 5 years we have been in this home has ever went over 25,000 gallons or over $500 in cost for any 1 - 4 month/s billing period where WSSC Reps have actually read my meter timely and without including an estimated bill. I have clearly been overcharged in water usage and WSSC variable fees to have paid a $263 estimated bill and still owe $681.09. My meter was only read because I paid the 4/21/23 estimated bill. It was on May 18, 2023 a Meter Reader Rep finally decides to knock on my door and asks about my meter location which I showed him is clearly on the outside of my gate door as long as you get out of your vehicle. I also asked him wasn't my meter reader remote location noted in WSSC customer system and he said no. On June 15, 2023, I spoke with a DRB specialist, *** ****** who told me that the board will probably not hear my complaint because my water usage showed an increase and that I should check for leaks, even though I insisted that I wanted her to submit my complaint. I followed up to check my WSSC account to see if the DRB was in motion, but my disputed charges were not temporarily removed for 90-120 days as the DRB states shall occur. When I noticed that it meant *** ****** deliberately ignored submitting my request. I did not want to waste any more of my time with WSSC team members abusing their position, so on 6/21/23 I decided to set up a split payment arrangement. My payment arrangement was confirmed with no late fees included or mentioned would be applied thereafter. On 6/27/23, I went online and my WSSC account was now showing late charges of $30 plus added to the $681.09 and I am disgusted

  Business Response

  Date: 07/31/2023

  ---------- Forwarded message ---------
  From: Customer Service <[email protected]>
  Date: Thu, Jul 20, 2023 at 4:26 PM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: ***********@*******.*** <***********@*******.***>
  Cc: [email protected] <[email protected]>
  

  
  

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

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

  Mitchellville, MD *****         

  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 01/31/23-05/18/23 water/sewer bill for ******************. Your inquiry was referred to me for investigation. I appreciate your patience while I reviewed the matter.

  For information, a Dispute Resolving Board (DRB) review is a courtesy process allowing customers to dispute their unpaid charges. By submitting a completed DRB review request form on 06/06/23, you 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. Upon receiving the written dispute claim, WSSC Water’s Research & Communications staff, like *** *****, investigates the customer’s account. This in-depth 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. Once completed, the case will be submitted to the DRB for review. It is important to note that the DRB'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 DRB 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 DRB will review only the billing periods(s) noted on the request form.

  Our records indicate that 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. Previously, the remote reader was located behind a locked gate with beware of dog warning signs on it.

  In that regard, 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. We may be required to estimate such accounts to ensure timely billing. Maryland law allows us to provide estimated billing for up to six months. 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. Please see the attached summary of the account charges, consumption, adjustments, and payments between 10/19/21 and 07/18/23.

  According to our records, on 02/08/23, we relocated the remote reader outside the gate on right side. Then, on 06/13/23, we updated the remote reader location information so that our meter readers would know it is no longer behind the locked gate where there may be a dog. Please accept my sincere apologies for our delay updating our records so that you still received estimated bills in the interim. Excellent customer 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. 

  Our records indicate that actual usage and meter readings between 10/20/22 and 07/14/23 were as follows:

   

  Start Date	Meter Reading	End Date	Meter Reading	# of Days	Consumption (gallons)	ADC (gallons)
  10/20/22	1,224,000	01/31/23	1,234,000	103	10,000	97
  01/31/23	1,234,000	02/28/23	1,238,000	28	4,000	142
  02/28/23	1,238,000	05/18/23	1,280,000	79	42,000	531
  05/18/23	1,280,000	05/30/23	1,288,000	12	8,000	666
  05/30/23	1,288,000	07/14/23	1,306,000	45	18,000	400

   

  A pattern of increasing usage normally indicates a leak(s) worsening over time. WSSC Water uses a positive displacement type meter for all 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. 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. We deliver water to the property; however, we cannot determine how that water is used once it passes through our meter. 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 **. ****** notes, you indicated to her that the 01/31/23-05/18/23 and 05/18/23-05/30/23 usage was high because you were getting ready for summer by washing cars, power washing, and filling your 22,000-gallon pool. In that regard, you may wish to consider installing a sub-meter to receive sewer credit for these outdoor activities.

  To ensure your households water usage has returned to normal after these high-water usage activities are completed, please send us an inside meter reading by reply email on 07/28/23, or 14-days after the last 07/14/23 reading. This will allow us to further review your account for any possible adjustments and/or continue with your dispute claim. However, if your water usage remains high, you may wish to contact a plumber to check your property for leaks.

  Thank you in advance for your cooperation.

  Sincerely,

  WSSC Water is the proud provider of safe, seamless and satisfying water services, making the essential possible every day.

  **** ** ** *** Customer Service Department   ************ (O) ************ (F)

• Initial Complaint

  Date:04/08/2023

  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.

  WSSC owes me $276. On 8/17/22, I submitted a stop service request at a former home and the initiation of service at my current home effective 8/29/22. On or about 8/25/22 I received my final WSSC ***************** stated I had a credit of $276.02. After not receiving the refund, I contacted customer service in 10/22 via phone. The rep advised that there was no refund action on the file, despite seeing the presence of my form and the balance. She said she submitted a refund request and I would receive payment in about 10 business days. After about two months of waiting I called customer service again. At that time I was informed that the request was indicated as being under review, but there were no recent activity notes on the file. She advised that she put a note on the file asking the manager in charge to move forward with the refund. I patiently waited another few months before calling WSSC again in February. At that time I was advised that the account was closed, but she could see the refund wasn't processed. After being left on hold for several minutes I was told that the payment would be issued in 10 business days. To date there's been no payment and no contact from WSSC concerning any problems with the transaction. I simply want the money I'm due.

  Business Response

  Date: 05/03/2023

  Dear Mr. ****************

  ****************, Investigator, with the *********************************************** asked me to investigate and respond to your concerns regarding the status of your refund check and erroneously receiving water/sewer bills for your previous rental property lease at *************************************** I appreciate your patience while we reviewed the matter.

  According to our records, we mailed a $276.02 refund check to you on 10/28/22. However, the mailing address zip code was incorrect and the post office returned the check to us. I am sorry for our error. In response to your complaint, we voided the previous check and issued a new one to you at **********************************************************************************. Please allow approximately 14-days to receive the check.

  Regarding the recent bills you received for **************************************, it appears that when you moved out we mistakenly changed the property owner's mailing address to include your name and new address at ************************. In response to your complaint, we removed your name and mailing address from the owner's profile and corrected their mailing address.

  Please accept our sincere apologies for mistakenly sending you bills for your previous address. Be assured that, as neither the property owner or current tenant, we do not expect you to pay them and hold you in no way responsible for water/sewer services at **************************************. Thank you for bringing this important matter to our attention and be assured that we have used your experience as a training opportunity for staff. At WSSC Water, we are always looking for ways to improve our service, and your feedback is an invaluable part of that process.

  Thank you for being a valued WSSC Water customer. If you have any additional questions or concerns, please feel free to contact our *********************** at ***************-************, or TTY ***************:30 a.m. to 7:00 p.m., weekdays. You can also email us at ******************************************, or write to the address indicated below.

  Customer Answer

  Date: 05/08/2023

  [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 I have received the refund payment as promised. I find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* June
  
  

• Initial Complaint

  Date:04/04/2023

  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.

  Could you please help me to resolve my water billing issue. I live in my house for 24 years and I never had any problem with water bills. I use my bank online payment and my bank send me email when a bill is coming, showing amount I need to pay. My last bill I paid was for the pay period from 09/15/22 to 12/22/22 ($252.14). I didn’t look at the bill details (I am not receiving bills by mail, I need to go to my account to look at) and paid the bill. I’ve received the letter from WSSC in the beginning of January saying that they were unable to to access the water meter to obtain an actual meter reading. The asked me to schedule the appointment to read the water meter. The technician came and check the water meter (opened water, closed water) and told that the water meter is OK (it did't show any leak). A few days ago I’ve received the next bill - $5,966.97. The bill showed that the period from 9/15/22 to 12/22/22 is cancelled and current bill is the corrected bill. When I call them I was told that I had a leak sometime in September because the water reader shows a huge jump in numbers. How it could be - it was a leak and now it disappeared? I didn’t do any repair for this period (no toilet repair, no any pipe repair - no any repair). Only one explanation is that it is very old water meter, it was not updated from 1999 (my house was built in 1999 and its age and the age of the water meter is 24 years). How they can rely on that old water meter? Why my water meter has never been updated? I am retired. My income is very limited and where is no way for me to pay such huge amount of money ($5,966.97). My WSSC account number Is ***************** help me to resolve this situation! Thank you!

  Business Response

  Date: 04/25/2023

  ---------- Forwarded message ---------
  From: Customer Service <[email protected]>
  Date: Mon, Apr 24, 2023 at 12:17 PM
  Subject: Issue #******: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: ******************** <********************>
  Cc: [email protected] <[email protected]>
  

  
  
  

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

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

  Germantown, MD *****

  Re:     Account #**********

            WSSC IssueTrakr #******

            BBB Complaint ID ********

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

   

  The Better Business Bureau (BBB) requested that WSSC Water respond to your complaint regarding the high 09/15/22-03/22/23 water/sewer bill for *******************************************. Your inquiry was referred to me for investigation. I appreciate your patience while we reviewed and adjusted your account. We are here to help!

  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. Water meters have a useful life of between 20 and 30 years. Typically, they slow-down as they age. By law, we are obligated to issue bills based on water meter readings.

  According to our records, our 12/22/22 meter reading reflected a 2,377-gallon ADC since 09/15/22. The ADC on the 09/21/21-12/17/21 comparable bill was 137 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, we issued the 09/15/22-12/22/22 bill for $252.14 reflecting estimated usage using the seasonal comparable consumption from the previous year. Maryland law allows us to provide estimated billing for periods up to 6 months. 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 and credits the customer for any estimated bill payments.

  WSSC Water's 03/22/23 regular quarterly reading confirmed the accuracy of the 12/22/22 reading and indicated that since 12/22/22, an additional 36,000 gallons of water registered on the meter. The ADC decreased to 400 gallons. Therefore, on 03/24/23, we canceled the estimated bill and generated a bill reflecting actual water and sewer consumption at the property from 09/15/22-03/22/23. 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 $6,219.11, the bill reflected a $5,966.97 balance due. The usage was 269,000 gallons over 188 days, or a 1,430-gallon overall ADC. 
  
  On 03/24/23, we mailed a "High Reading Notification" letter containing information about household leak detection and finding a plumber. Between 03/22/23 and 04/10/23, the ADC decreased significantly to 105 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 meter’s registration chamber.
  
  WSSC Water offers a “High Bill Adjustment” to our single-unit residential customers when water consumption increases at least three times the comparable or current ADC (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 04/20/23, due to our delay providing actual billing, we adjusted the account charges as follows:
  
  First, we canceled the 09/15/22-03/22/23 bill for $6,219.11.
  Next, from 09/15/22-12/22/22, in accordance with our High Bill Adjustment regulation, we re-billed the account $2,582.24 for the period.
  Then, from 12/22/22-03/22/23, we re-billed the period $218.30 based on the 131-gallon ADC from the 12/17/21-03/18/22 comparable bill. 
  The total reduction in charges was $3,418.57 ($6,219.11 - $2,582.24 - $218.30 = $3,418.57).
  Copies of the adjusted bills are attached.
  
  As a result, no further reduction of charges is warranted within our adjustment regulations. Currently, your account reflects a $2,548.40 balance due. If you need financial help to pay your bill, call us today at ###-###-#### (toll free, ###-###-####) weekdays from 7:30 a.m. to 7 p.m., or email us at [email protected]. Our Customer Service Advisors are ready to work one-on-one with you to establish payment plans and connect you to financial resources.
  
  Thank you for being a valued WSSC Water customer.
  
  Sincerely,

• Initial Complaint

  Date:03/30/2023

  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.

  As you can see based on my previous water consumption, my consumption increased almost 300% over the last two billing cycles. This is very unlikely since the number of people in my homed has decreased. We had a leak that was addressed in 2022 so that should not impact the current invoice. The house is on a cement slab so any leaks would be obvious. I do not understand how 2 people could average using 330 gallons per day. I believe either there is an issue with my meter or somehow the water is being stolen. I contacted Customer service but was given no assistance or direction other than that I could make payment arrangements for the balance. Water Consumption Water Consumption Welcome, [email protected] View Your Accounts | Sign Out Select Account ********** - ***** ******* *** Bill Period Bill Generation Date Consumption (in Gallons) Avg Daily Consumption (in Gallons) Number Of Days 12-22-2022 - 03-27-2023 03-28-2023 33,000 347 95 09-16-2022 - 12-22-2022 12-23-2022 41,000 422 97 06-17-2022 - 09-16-2022 09-19-2022 16,000 175 91 03-18-2022 - 06-17-2022 06-22-2022 18,000 197 91 12-17-2021 - 03-18-2022 03-21-2022 18,000 197 91 09-21-2021 - 12-17-2021 12-20-2021 14,000 160 87 06-24-2021 - 09-21-2021 09-22-2021 11,000 123 89 03-25-2021 - 06-24-2021 06-25-2021 9,000 98 91 Account Summary Account Number & Address: ********** - ***** ******* *** Amount Due: $1,532.17 Due Date: 04-27-2023

  Business Response

  Date: 05/16/2023

  ---------- Forwarded message ---------
  From: ***, ************ <***********@wsscwater.com>
  Date: Fri, May 12, 2023 at 9:32 AM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: ***************** <*****************>
  Cc: [email protected] <[email protected]>

  
  

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

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

  Germantown, MD *****

  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 12/22/22-03/27/23 water/sewer bill for ************************. Your inquiry was referred to me for investigation. I appreciate your patience while we reviewed your account.

  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 12/22/22-03/27/23 bill reflected a 347-gallon average daily consumption (ADC), or $649.74. The usage was 33,000 gallons over 95 days. For reference, the ADC on the 12/17/21-03/18/22 comparable bill was 197 gallons. We agree this usage appears elevated compared to the historical consumption at your property.
  
  We understand wanting to confirm that your meter is correctly capturing the water used in your home. To verify the accuracy of the 03/27/23 billed meter reading of 375,000 gallons, we obtained another meter reading from you on 03/30/23, and your meter read 376,000 gallons. When the numbers increase in sequential order, this verifies the accuracy of the billed meter reading. Between 03/28/23 and 03/30/23, the readings indicated an additional 1,000 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: 376,000 – 375,000 = 1,000 gallons. The ADC remained elevated at 333 gallons.
  
  Between 03/30/23 and 05/04/23, the ADC decreased significantly to 114 gallons, suggesting that the cause of the elevated usage is 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 meter’s registration chamber.
  
  In accordance with WSSC Water's "High Bill Adjustment" regulation, an owner/occupant is responsible for maintaining his/her property’s plumbing system, including identifying and repairing all leaks to that system. An owner/occupant is, therefore, responsible for paying all billed water and sewer charges including water passing through the meter as a result of plumbing system leaks. However, if a single-unit residential customer receives a bill with an ADC at least three times the comparable ADC (or current ADC if comparable is unavailable) and the customer is not eligible for any other adjustment set forth in this chapter, WSSC Water will adjust the one high bill at the customer’s request. The new adjusted bill will exclude water and sewer use charges attributable to 50 percent of the water use in excess of the property’s comparable ADC, or current ADC if the comparable is unavailable. Eligible customers may receive such an adjustment only once for one billing period in any three-year period.
  
  The “comparable ADC” means a property’s ADC one year earlier during the same or roughly the same period as the bill for which correction or adjustment is requested, as long as the current customer and the same number of occupants resided at the property during the earlier period. Since you indicated in your 03/30/23 email that, " the number of people in my homed has decreased," we cannot use the comparable ADC.
  
  Since the 422-gallon ADC on your 09/16/22-12/22/22 bill (the highest bill) is at least three times greater than the current ADC of 114 gallons between 03/30/23 and 05/04/23, and you have not benefited from a High Bill Adjustment within the last three years; the account qualifies. If you would like to be considered for this adjustment, please contact me by reply email.
  
  If you accept the adjustment and if you need financial help to pay the remaining balance, please feel free to call us at 301-206-4001 (toll free, 1-800-634-8400) weekdays from 7:30 a.m. to 7 p.m., or email us at [email protected]. Our Customer Service Advisors are ready to work one-on-one with you to establish payment plans and connect you to financial resources.
  
  Thank you for being a valued WSSC Water customer.
  
  Sincerely,

  **** ** ** ***

• Initial Complaint

  Date:01/26/2023

  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.

  The pipes in my house have begun making a lot of noise when water is running. I PAID a plumber to come and look into it. He said the problem was with a new water meter that had been put in, replacing an older meter. He said its an issue he's seen before and WSSC knows about it and has to come out and fix it. I called WSSC on Monday January 23 and they said someone would come out the next day, Tuesday, Jan. 24. I gave them my phone number and never heard from anyone and the problem has not been fixed. Its now Thursday afternoon and I've been on hold for about 20 minutes so far getting the same message about paying my bill. There is no way to reach customer service, its like a run-around where you can't even send them an email. There should be a way to reach customer service by email but there is not. Their phone service is horrible in that there is NO service. I should not be stuck paying a plumber and wasting my time on hold for a problem that is their fault.

  Business Response

  Date: 02/06/2023

  --------- Forwarded message ---------
  From: **** **** <*************@wsscwater.com>
  Date: Mon, Feb 6, 2023 at 1:59 PM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: [email protected] <[email protected]>
  Cc: **** Kara **********************@wsscwater.com>

  Good afternoon: We replaced this customers noisy meter on 01/27/23.  Sincerely, ****

   

  WSSC Water is the proud provider of safe, seamless and satisfying water services, making the essential possible every day.

  KARA ** *. M** Senior Research & Communications Specialist Customer Service Department