ComplaintsforCity of Camden Water

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  First, I would like to start off by taking full responsible for withholding payment, due to an abnormally high-water bill. But for 2 years I have waited for my water company to change out my meter. I called the business immediately after noticing I had a $3,000+ water bill, back-to-back. The last time I made a payment, I paid over $3,000, the next quarter, the bill was over $3,000 again. The bill has continued to grow and is now $18,200 including interest. My goal was to get my meter tested and finally resolve the balance on the account, but my service was disconnected, and my meter was confiscated. I requested that the old meter be tested, and today I was told that the meter passed the test. I do not believe these results are accurate, I don't even believe they did the test. And at the end of the day, they can tell me anything, and I just have to take their word for it. So, my stance is that they are over charging me in an attempt to take my property. I have lived at this address for 16 years and my bill has NEVER been this high. Currently my water bill is more than I owe on my mortgage. The only solution that was offered to me from the beginning was a meter change, but that didn't happen until after they had turned my water services off. Now that my services are off, they are adamant about me paying this bill even when I'm telling them that something is wrong. As a consumer I feel like for one my water pressure in my home isn't even high enough to push out the amount of water they are accusing me and my family of using. About 5 years ago I had all my leaks fixed, so I can't explain the spike in my water bill. The only other thing that I could think of were the 2 newly rehabbed houses to the right of me. I thought maybe somehow are lines got crossed, when their plumbing was being done, I'm not sure. But I will say, American Water has made no effort in helping me understand why my bill is so high, they also didn't do a diversion of service investigation. NOTHING!

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am power of attorney for my grandmother *******************, account #**********. For several years our bill has never exceeded the amount of $100, which is the quarterly total. As of 09/15/2022, we paid our balance of $83.00. During this time frame, new meters were installed, on 12/15/2022, $821.54 was deducted from our bank account from the City of Camden Water. We contacted the company to speak with supervisor but was told supervisor was unavailable for several days. The amount from $83 to $831 is not only excessive but it is also unethical, especially for somebody on a fixed income. I requested to view the online bills as we were not notified of any outstanding balances or changes in consumption. I still have not been provided with any assistance in accessing our online bills. We contacted this company again and requested to have somebody come out to view the meter, a representative from this company came out on 12/22/2022, in which we were told that the meter is faulty and must be replaced. YET this company is still seeking the excessive amount of $821.54. So, if there is an error with the meter, why would this company expect to be paid 3x the amount we usually pay. There has been no change in our consumption. Upon filing a complaint with BBB, I can see that numerous customers have faced the same scam with this company in overcharging senior citizens as well as people of color. Camden ** is an impoverished community which makes it easy for companies such as City of Camden Water, to get away with robbing from the poor, there is no advocacy for the poor and no oversight for the corruption. This is unacceptable and we will seek legal action if we are not refunded $738.54. We do not want a credit, we want our money back or we will go to the media with the scam this company is pulling on the elderly Camden residents during the holidays.

  Business response

  01/03/2023

  I spoke to ****************** on 12/20/2022, she called to follow up on a missed service appointment at said property that she scheduled due to a high bill.  I explained that our meter reader make the appointment but no one answered the door.  ****************** believed the meter was outside and didnt think anyone needed to be at the property.  I explained the meter was inside the property and that we needed to gain access, she agreed to reschedule the appointment for 12/22/2022.  During the inspection on 12/22/2022 our meter reader found the turn off valve at the meter to leaking, as a result we were unable to change the customers meter.   Our meter reader informed the customer and she agreed to have the valve fixed.  A follow up service appointment is scheduled for 1/5/2023 to change the meter.  

   

  I believe the customer is satisfied with the course of action at this point.

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 2, 2022 we noticed our water meter broken. I contacted the customer service number to let them know. They said they would send someone to look at the issue. Several calls beyond that, in the month of February, were made for the issue not being fixed. I was finally put through to a *********************************, who assured me the contractor they use to fix the meter would reach out to me within a couple of days. that was on March 1st. Today is the 7th, our water meter has been non functioning for at least five weeks now. When I call the listed number (you are never provided with a direct number or email) I sit on hold for at least 40 minutes each time, to be told ******** is in a meeting and will call me back, which she does not. We need that meter fixed. They have no problem threatening us with late payment fees, or otherwise, but don't care to keep their meters in working order? I feel it extreme to have to file a complaint to get this handled but, I feel I have no other option at this point. Account number ********

  Business response

  03/18/2022

  ***************************** called the City of Camden Water and ********************** Line on 2/2/22 stating that her meter didnt appear to be  working property.  The customer has multiple meters at the property and was not sure which of her meters were not working. We scheduled a service order to do an inspect on 2/17/2022.  Upon arrival our meter reader called *******, who was the contact person listed on the service order, she stated she was not at the office and couldnt be there. Our meter reader told her he would try to locate the meter in question and would call her back with the reading.   After his inspection our meter reader called her back with the reading he found on the 2 meter. He told her that based on the previous reading obtained on 1/28/2022 from that meter it appeared to working properly. ******* said ok and the call ended.   ******* called back a few days later and said the meter is still not working and wanted us to come back and check the meter again. We scheduled another appointment for 2/23/22 and she stated that she would have her maintenance man Rich meet us there this time.  During the inspection were able to determine the meter was not working and told Rich we would need to have the meter changed by our contractor.  ******* wanted our tech to change the meter on the spot, however he could not change the meter because this is a larger meter that needed to be scheduled and changed by our contractor.  On 2/28/22 ******* called and asked to speak to a supervisor and the call was transferred to me.  ******* was upset because our meter reader did not change the meter when he was on site.  I explained the situation and told her  we would need to schedule this job with an outside contractor.  I told her it would take a few days and that the contractor would contact her directly to let her know when he could schedule the meter change. After our call I emailed our contractor and to schedule the appointment.  I gave him Melissas information for him to contact her directly to set up the appointment.   ******* called me everyday after that.  She did not have a new complaint she just said that her boss told her to call me to call me every day until the issue was resolved.  I again explained to her that our contractor would be contacting her to schedule the change out. Prior to doing a meter change the contractor needs to do an inspection of the property and setting to determine what they will need to perform the job.  On 3/9/2021 after completing the pre-job inspection the contractor informed me that he contracted ******* and scheduled her meter change for 3/15/2022 at 8:00 a.m.

   

  The meter has been replaced and the situation has been rectified.

  Customer response

  03/18/2022

  [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.]
  While the truth is not being told, I never wanted the meter changed on the spot, those words were never spoken. 
  Since the meter was finally replaced, and the technician confirmed with me that nobody needed to be on site to do so, it was replaced without anybody being on site, we were given the runaround by this company. Regardless the meter was finally changed we are satisfied.

  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,
  
  ***************************** C/o Woodlynne Mhc, Llc

*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. ↩