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Business Profile

Utility Water Company

St. John's Water Company

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint 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 type

  • Initial Complaint

    Date:03/16/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
    Have been overcharged for water for months. There are no checks in palace to ensure the water bills are correct before sending out. No system in place to review customer trending to see if there is something unusual.

    Business Response

    Date: 03/16/2023

    We received your request from March 15, 2023 to check the water meter for a leak because your bill was higher than normal last month.  To help with this evaluation we downloaded the usage data from your water meter today.  The attached file shows the water that was used through your meter every hour for the past 30 days.  The data is from February 14, 2023 through this morning February 16, 2023.  I’m going to start with February 14th which is the last page of the file and work to the present.  I highlighted the periods of high water usage.

    February 14th to February 16th the water meter ran continuously using approximately 140 gallons per hour totally 8,128 gallons in a little over 2 days. When the water runs continuously it is a sign of leak or that something is running and not turning off like a leaking toilet or garden hose left on or leak in the irrigation system.  You can see that something was fixed or stopped running on February 17th because you had periods of time when no water was used.

    The higher usage started back on February 18th using 652 gallons between 12 pm – 8 pm. 

    February 19th using 523 gallons between 10 am - 3 pm.

    February 20th using 1,295 gallons between 11 pm - 8 am.

    February 21st using 398 gallons between 8 am – 10 am and then 267 gallons between 2 pm – 6pm.

    February 22nd using 478 gallons between 5 am – 9 am.

    February 25th using 505 gallons between 3 pm -7 pm.

    February 28th using 461 gallons between 5 pm-7 pm.

    In March the usage appears more normal.  However, it seems that you may have your irrigation system that came on March 4th at 11 am – noon using 638 gallons.  March 8th at 11 am -noon using 639 gallons.  Then irrigation again March 12th at 11 am to past noon using 703 gallons.

    Please use this data to determine what may have been going on for over a month during those times with the higher than normal usage.  Have you noticed any of your toilets running? Could your irrigation system be running/leaking and then adjusted in March to operate differently?  Just some ideas that we commonly see.  Water usage is different based on different household uses. It is common for residents to have a month of water usage that is higher, they may be pressure washing the house that month or filling their pool, or installing new landscaping. Our customers that use frequent irrigation have an average monthly usage of 24,000 gallons so with your usage being under that it did not flag in our system. We are happy to help and if you determine that you had/have a leak,  you can file for a leak adjustment to reduce your bill.

    If you have any questions, please feel free to give me a call at 843-********.

    Colleen S*****, Assistant Manager/Engineer

    Customer Answer

    Date: 03/17/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID 19601790, and find that this resolution is satisfactory to me.

    Sincerely,

    Lesley***** *********

St. John's Water Company is NOT a BBB Accredited Business.

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