ComplaintsforWashington Suburban Sanitary Commission

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 09/09 I received an email from WSSC saying my bill was ready for a sum of $2887.80. I called on 09/13 to inquire about the drastic increase and was given a generic answer of not being able to get a proper reading. On 9/20 I received a new bill totaling $2104.32. Another complaint was made about the drastic increase and on 10/21 I received a new balance of $1387.40, $509.58, and $590.57. As of 12/5 when I paid $320 the bill from WSSC is still at $1651.30. After talking to several personnel I was told I could have a leak and that employees were not able to read my outside meter due to it being broken, so readings needed to be taken on the inside of the house. WSSC personnel has been in my residence several times to take readings on my meter and a broken or malfunctioning outside meter was never mentioned. After calling and escalating the situation the outside meter mysteriously started providing accurate readings again. My bill said I had consumed over 200,000,000% more water than my previous reading. I would like for WSSC to ensure the outside meter is functioning properly and that my bills are accurate not showing an "estimate" but an actual reading. I would also want WSSC to correct the bill amount. My previous bills were between $140-$290. I feel even with a leak my water consumption shouldn't be reflected as a two hundred million percent increase.

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Acct ********** WSSC is a fraud. Today I got a bill totally $4950.18. I called customer service and was told that I have used 358,000 gallons of water since my last reading, which they are saying was Oct 2020. Furthermore I paid 417.78 a few months ago and they are not showing that payment as being made on thus statement. They need to investigate the matter and correct the bill so that it accurately reflects usage for my household. 

  Business response

  01/08/2023

  --------- Forwarded message ---------
  From: M**, Kara <********@wsscwater.com>
  Date: Fri, Jan 6, 2023 at 2:11 PM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: *******************@*****.com <*******************@*****.com>
  Cc: drteam@mybbb.org <drteam@mybbb.org>
  
  

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

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

  Olney, MD *****

  Re:     Account #**********

            WSSC IssueTrakr #******

            BBB Complaint #********

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

  The Better Business Bureau (BBB) requested that WSSC Water respond to your complaint regarding the high 10/20/20-10/27/22 water/sewer bill for ***** ******* *****. Your inquiry was referred to me for investigation. I appreciate your patience while we reviewed your account. We are here to help!

  For information, 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. 

  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 or inoperable. We may be required to estimate the bills of accounts to ensure timely billing. Maryland Law allows us to provide estimated billing for up to 6 months.

  According to our records, on 02/03/21, 04/28/21, 07/27/21, 11/02/21, 02/04/22, 04/29/22, 08/03/22, and 10/27/22, our meter readers were unable to obtain a meter reading from the remote reading device located behind a locked gate. When our field personnel are unable to obtain an actual meter reading, they leave a yellow “Meter Reading Request” card at the property.  The card requests that the customer read the water meter within 10 days from the date on the card.  The card states that we will issue estimated billing if an actual reading is not obtained. Also, we mail “Estimated Bill Postcards” providing instructions for customer about how to submit an inside reading online or by email.

  Consequently, when no reading was provided, your 10/20/20 through 10/27/22 bills reflected estimated charges/usage using the seasonal comparable consumption from the previous years. 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.

  On 11/01/22, we canceled the estimated bills and generated a bill reflecting actual water and sewer consumption at the property from 10/20/20-10/27/22. 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 $7,004.99, the bill reflected a $4,950.18 balance due. The usage was 358,000 gallons over 737 days, or a 485-gallon average daily consumption (ADC). 

  On 11/22/22, your inside meter reading indicated that the remote reading used to produce the 10/27/22 bill was incorrect.  As a result, we canceled the 10/20/20-10/27/22 bill for $7,004.99 and rebilled the account from 10/20/20-11/22/22 for 146,000 gallons of usage, a decreased 191-gallon ADC. The corrected bill totaled $2,491.61 and reflected a $436.80 balance due. The reduction in charges was $4,513.38 ($7,004.99 - $2,491.61 = $4,513.38).

  On 12/14/22, we visited your property and were able to move the remote reader outside the locked gate. We anticipate that this will allow us to obtain actual meter readings from the remote and eliminate most estimated bills in the future.

  On 01/05/23, since your 10/20/20-11/22/22 bill included charges for 763 days, we adjusted the account charges as follows:

  • First, we canceled the 10/20/20-11/22/22 bill for $2,491.61.
  • Next, from 10/20/20-05/28/21, using the 190-gallon ADC from 10/20/20-11/22/22, we re-billed the account for 42,000 gallons of water/sewer usage. This bill totaled $685.34 and reflected a $1,806.27 credit balance.
  • Then, from 05/28/21-05/26/22, we re-billed the account for zero usage and $171.03 in fees. This bill decreased the credit balance to $1,635.24.
  • Finally, from 05/26/22-11/22/22, the 190-gallon ADC from 10/20/20-11/22/22, we re-billed the account for 35,000 gallons of water/sewer usage. This bill totaled $630.15 and further reduced the credit balance to $1,005.09.
  • The reduction in charges was $1,005.09 ($2,491.61 - $685.34 - $171.03 - $630.15 = $1,005.09).
  • The adjusted bills are attached for your review.

  Our records do not indicate that we received a $417.78 payment directed to this account. For clarification, please see the attached summary of the account charges, consumption, adjustments, and payments. So we can investigate further, you are welcome to send me a copy of your bank statement verifying you made this payment.

  In the meantime, your account currently reflects a $1,005.09 credit balance that can remain on the account to be applied toward future bills or be refunded.

  We hope this information is helpful and thank you for being a valued WSSC Water customer. If you have any additional questions, please contact WSSC Water’s Customer Service Center at ************, 1-************, or TTY ************, 7:30 a.m. to 7:00 p.m., weekdays.  You can also email us at customerservice@wsscwater.com, or write to the address indicated below.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Wssc water sent me a bill for $1,250.17 for the billing period 8/6/2022-10/28/2022. My normal bill averages around $500.00. we went on vacation and weren't home during September 11 - September 22 2022. Nothing has changed in regards to any home renovations/repairs.

  Business response

  11/29/2022

  
  

  ---------- Forwarded message ---------
  From: M**, Kara <**********@wsscwater.com>
  Date: Mon, Nov 28, 2022 at 10:32 AM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: ***************************** <*****************************>
  Cc: drteam@mybbb.org <drteam@mybbb.org>
  

  
  

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

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

  Rockville, MD *****

   

  Re:     Account #**********

            WSSC IssueTrakr #****** and ******

            BBB Complaint #********

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

  The Better Business Bureau (BBB) requested that WSSC Water respond to your complaint regarding the high 08/06/22-10/28/22 water/sewer bill for *********************************. Your inquiry was referred to me for investigation. I appreciate your patience while we reviewed 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. By law, WSSC Water is obligated to issue bills based on meter readings.

  According to our records, your 08/06/22-10/28/22 bill reflected a 686-gallon average daily consumption (***), or $1,250.17. The usage was 57,000 gallons over 83 days. For reference, the ADC on the 08/10/21-11/03/21 comparable bill was 117 gallons. We agree this usage appears elevated compared to the historical consumption at your property. For this reason, on 10/31/22, we mailed you a "High Reading Notification" letter containing information about household leak detection and how to find a plumber.

  WSSC Water's 11/09/22 “check reading” confirmed the accuracy of the 10/28/22 billed reading and indicated that since 10/28/22, an additional 1,000 gallons of water registered on the meter. The ADC decreased to 83 gallons, suggesting that the cause of the elevated usage was remedied.

  In your 11/14/22 email, you advised us that your plumber found no leaks. WSSC Water delivers water to the property; however, we cannot determine how that water is used once it passes through our meter. 

  On 11/22/22, we read the meter in your presence. Between 11/09/22 and 11/22/22, the ADC was 153 gallons. While at the property, we observed no registration on the meter, suggesting that there were no active leaks occurring during our visit.

  WSSC Water offers a “High Bill Adjustment” to our single-unit residential customers when water consumption increases at least three times the comparable ADC 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. 

  The adjustment canceled the 08/06/22-10/28/22 bill for $1,250.17 and re-billed the account $668.65 for the same period, providing a $581.52 reduction in charges ($1,250.17 -  $668.65 = $581.52).  A copy of the adjusted bill is attached for your review. No further reduction of charges is warranted within our adjustment regulations. 

  To assist you with paying your bill, we will gladly divide the $668.65 account balance into weekly, bi-weekly or monthly installments. Please note that in addition to installment payments, future bills must be paid in full by their payment due dates. To request payment installment plan (Pay Plan), please contact WSSC Water’s Customer Service Center at 301-206-4001, 1-800-634-8400, or TTY 301-206-8345, 7:30 a.m. to 7:00 p.m., weekdays. You can also email us at customerservice@wsscwater.com.

  If you are experiencing financial difficulties, we may have additional options for assisting you. For more information, please visit our website at www.wsscwater.com/assistance.

  Thank you for being a valued WSSC Water customer.

  Sincerely,

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Water Bill says used 35000 gallons. We have never had a bill& usage this high even when our daughter , husband and grandson were living with us. The average usage when they lived with us was in low 300’s ex: 10/25/21 used avg 321 with 4 people living here 1/27/22 usage 319 4/20/22 used 313 they moved out end of April . Only my wife and I were living in home 7/21/22 usage dropped to 152 then on the 10/17/22 bill it goes to 397 ( that’s impossible first son in law is a plumber NO LEAKS EXISTED THEN OR NOW . I’ve been reading in Montgomery County WSSC has had many complaints regarding wrong meter reading and or their new system having errors. My wife and I are disabled & NO WAY ARE WE ABLE TO PAY FOR THIER INCOMPETENCE.

  Business response

  10/28/2022

  ---------- Forwarded message ---------
  From: M**, Kara  <********************@wsscwater.com>
  Date: Fri, Oct 28, 2022 at 3:58 PM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: ************** <**************>
  Cc: drteam@mybbb.org <drteam@mybbb.org>

  
  

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

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

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

  Silver Spring, MD *********

  Re:     Account #**********

            BBB Complaint ID  ********

            WSSC IssueTrakr #******

  Dear **. and ************:

  The Better Business Bureau (BBB) requested that WSSC Water respond to your complaint regarding the high 07/21/22-10/17/22 water/sewer bill for **************. Your inquiry was referred to me for investigation. I appreciate your patience while we reviewed your account.

  We understand wanting to confirm that your meter is correctly capturing the water used in your home. Typically, when the numbers increase in sequential order, this verifies the accuracy of the billed meter reading. 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.

  Our investigation revealed that, according to our 10/21/22 check reading, the 10/17/22 meter reading of 2,554,000 gallons used to produce the 07/21/22-10/17/22 high bill was incorrect. The follow-up reading we obtained was lower at 2,535,000 gallons.
  
  Please accept our sincere apologies for the confusion and inconvenience our reading error caused you. WSSC Water is committed to providing our customers with accurate billing and will continue striving to improve our accuracy.
  
  On 10/27/22, we canceled the 07/21/22-10/17/22 high bill for $708.19 and rebilled the account from 07/21/22-10/21/22 for $288.36. The water/sewer usage was 16,000 gallons, a 173-gallon average daily consumption (ADC). For reference, the ADC on the 07/30/21-10/25/21 seasonal comparable bill was higher at 321 gallons. The reduction in charges was $419.83 ($708.19 - $288.36 = $419.83). The corrected bill notification will be emailed soon and a copy is attached.
  
  As a result, after your 10/11/22 payment of $200.00 was applied, your account reflects an $88.36 balance due by 11/28/22.
  
  I hope this amicably resolves your concerns and thank you for being a valued WSSC Water customer. If you have additional questions, please contact WSSC Water’s Customer Service Center at 301-206-4001, 1-800-634-8400, or TTY 301-206-8345, 7:30 a.m. to 7:00 p.m., weekdays.  You can also email us at customerservice@wsscwater.com, or write to the address indicated below. We are here to help!
  
  Sincerely,

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is with WSSC billing and I am disputing my very high water bill. I have lived in my residence for 19 years and had one water issue back in 2004, since then my bill averages $110 per quarter. However, I noticed that my bill was getting higher in 2022 over $500. I had one plumbing issue in April 2022 and it was fixed immediately so if my bill was a little higher, that was understandable. However, this year, in April my bill was $377, in July my bill was $562.70. Just recently, I received two separate email billing notifications: 10/13/2022 my bill amount is $323.56 and then 4 days later I received another email billing notifications: 10/17/2022 my bill is $575.07, which leads me to believe that my billing is not correct as I already know it is not. WSSC is the worse utility company to interact with and they are not customer service friendly at all. I have tried to work with then but to no avail, it is always the customer fault. I lived in a home with one working bathroom, with two people and a cat. I do not have any leaks, nor running toilets or any other water issues, yet, my bill has been over $1000 so far this year. I need restitution for this headache, mental anguish and stress on how I am going to pay a bill that I know I am not responsible for, I know that my billing are errors on WSSC part but because they are commissioned, this company fails to hold themselves accountable for any wrongdoing and its really unfair to their customer, as I do not have any water issues and my bill should not be this much. By the way, during the pandemic, I paid my bills. I have an ***** spreadsheet that breakdown each quarter billing but BBB does not support ***** spreadsheet attachments. Thank you. *********************** **************************** Silver Spring MD ********** WSSC account **********

  Business response

  11/16/2022

  ---------- Forwarded message ---------
  From: M**,  Kara <************@wsscwater.com>
  Date: Tue, Nov 15, 2022 at 10:56 AM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: ********************* <*********************>
  Cc:  drteam@mybbb.org <drteam@mybbb.org>
  

  
  
  

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

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

  Silver Spring, MD *****

   

  Re:     Account #**********

            BBB Complaint ID ********

            WSSC IssueTrakr #******

   

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

  The Better Business Bureau (BBB) requested that WSSC Water respond to your complaint regarding the recent high water/sewer bills for *********************. Your inquiry was referred to me for investigation. I appreciate your patience while we reviewed your account.

  According to our records, actual bills between 10/14/21 and 10/13/22 were as follows:

  Start Date	Meter Reading	End Date	Meter Reading	# of Days	Consumption (gallons)	ADC (gallons)
  10/14/21	748,000	01/19/22	753,000	97	5,000	51
  01/19/22	753,000	04/12/22	773,000	83	20,000	240
  04/12/22	773,000	07/13/22	802,000	92	29,000	315
  07/13/22	802,000	10/13/22	*******	92	29,000	315

   

  This pattern of increasing usage normally indicates the presence of a leak(s) worsening over time. Our bills reflecting elevated consumption should alert customers to their increased water usage so they can take corrective action to reduce their future water and sewer use costs.

  For this reason, on our website at www.wsscwater.com, we provide information about household water usage, water conservation tips, how to detect plumbing leaks, how to find a plumber, how to use water wisely, and sub-meters & fire hydrant meters.

  We understand wanting to confirm that your meter is correctly capturing the water used in your home. To verify the accuracy of the 10/13/22 billed meter reading of 831,000 gallons, we obtained another meter reading on 11/04/22, and your meter read 838,000 gallons. When the numbers increase in sequential order, this verifies the accuracy of the billed meter reading. Between 10/13/22 and 11/04/22, the readings indicated an additional 7,000 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: 838,000 – 831,000 = 7,000 gallons. The average daily consumption (ADC) remained elevated at 318 gallons.
  
   Although any leaking plumbing fixture is solely the responsibility of the property owner/occupant, WSSC Water offers a plumbing inspection to help residential customers locate leaks. The inspection costs $120 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. Therefore, it may be more cost effective for you to hire a plumber who can make any necessary repairs. To schedule an inspection, please contact WSSC Water’s Customer Service Center at 301-206-4001, 1-800-634-8400, or TTY 301-206-8345, 7:30 a.m. to 7:00 p.m., weekdays.
  
  Since your water meter is located outside, if you have a leak on the underground water service pipe from the property line to the building, the water may register on your meter. If your plumber verifies that your WSSC Water bill(s) reflects increased usage due to this type of leakage, please submit copies of the repair receipt and signed inspection permit to CustomerService@wsscwater.com.
  
  Certain plumbing repairs, such as all repairs to underground water lines, must be done by a master plumber registered with WSSC Water. Ask for the master plumber's registration number when contacting them. When hiring a master plumber, we recommend you obtain more than one estimate.
  
  Customers who experience high bills due to unidentified reasons with an Average Daily Consumption of at least three times the seasonal comparable ADC from the previous year (or current ADC if comparable is unavailable) and are not eligible for any other adjustment as set out in the WSSC Water Code of Regulations, Chapter 3.20.030, may qualify for a High Bill Adjustment.
  
  In the meantime, to assist you with paying your bill, we will gladly divide the current $575.07 account balance into weekly, bi-weekly or monthly installments. Please note that in addition to installment payments, future bills must be paid in full by their payment due dates. To request payment installment plan (Pay Plan), please contact our Customer Service Center at 301-206-4001, 1-800-634-8400, or TTY 301-206-8345, 7:30 a.m. to 7:00 p.m., weekdays.
  
  Thank you for being a valued WSSC Water customer. We are here to help!
  
  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   ************ (O) ************ (F) ***********************************   ***** ************************* Laurel, Maryland *****

• Initial Complaint

  07/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a water leak that I did not notice for a couple of months because it was outside my house. WSSC billed me $3795.45 for this. I eventually noticed the leak and fixed it but WSSC only adjusted my bill to $1618.95 after giving them biweekly meter readings to prove that I had had a water leak at some point. I had to pay $400 to fix the leaky faucet. I cannot afford to pay such an exorbitant amount for water in this climate. I would appreciate it if the bill can be adjusted further. This is a lot. Thank you.

  Business response

  08/15/2022

  ---------- Forwarded message ---------
  From: M**, Kara <************@wsscwater.com>
  Date: Fri, Aug 12, 2022 at 12:02 PM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: ****************** <******************>
  Cc: drteam@mybbb.org <drteam@mybbb.org>
  

  
  

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

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

  Silver Spring, 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 02/25/22-05/20/22 water/sewer bill for ************************************. Your inquiry was referred to me for investigation. I appreciate your patience while we reviewed your account.

  According to our records, WSSC Waters 02/25/22 meter reading reflected a 1,800-gallon average daily consumption (ADC) since 11/22/21. For reference, the ADC on the 11/19/20-03/05/21 seasonal comparable bill from the previous year was 169 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, the 11/22/21-02/25/22 bill reflected estimated charges/usage using the seasonal comparable consumption from the previous year. 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. Maryland law allows WSSC Water to provide estimated billing for up to 6 months.

  On 05/24/22, we issued a 02/25/22-05/20/22 bill reflecting a 2,051-gallon ADC, or $3,795.45. The usage was 172,303 gallons over 84 days. For reference, the ADC on the 03/05/21-05/29/21 seasonal comparable bill from the previous year was 152 gallons. The same day, 05/24/22, we mailed you a "High Reading Notification" letter with household leak detection tips and information about finding a plumber.
  
  On 06/10/22, when you called us about the high bill, we verbally instructed you how to check the property for leaks. In your BBB complaint, you indicated that you had had a water leak outside your house that you eventually noticed and fixed. The property owner is responsible for maintaining all plumbing on private property, and for paying for water that registers on the meter, including water that may be lost due to a leak(s). Between 02/25/22 and 05/20/22, the ADC was 202 gallons and between 05/20/22 and 06/10/22, the ADC was 285 gallons, suggesting that repairing the leak stopped the excessive water loss.
  
  WSSC offers a “High Bill Adjustment” to our single-unit residential customers when water consumption increases at least three times the comparable ADC. 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 07/22/22, due to our delay obtaining a follow-up meter reading, we adjusted the account charges as follows:
  
  First, we canceled the 11/22/21-02/25/22 estimated bill for $265.83 and the 02/25/22-05/20/22 bill for $3,795.45, a total of $4,061.28.
  Next, we re-billed the account for 171,000 gallons of actual usage that registered on the meter, an 1,800-gallon ADC. The charges totaled $3,749.51. This bill was not sent, was immediately canceled, and reduced to $1,975.01 in accordance with our above-mentioned High Bill Adjustment regulation.

  Then, from 02/25/22-05/20/22, we re-billed the account $291.24 based on the 202-gallon ADC from 02/25/22 through 05/20/22.
  The reduction in charges was $1,795.03 ($4,061.28 - $1,975.01 - $291.24 = $1,795.03).
  Copies of the adjusted bills are attached for your review.
  
  Additionally, we credited your account a total of $203.06 in Late Payment Charges. No further reduction of charges is warranted within our adjustment regulations. As a non-profit public utility, all customers share the cost of account adjustments in the form of increased water and sewer rates. Therefore, we must abide by the Maryland laws that govern us and our adjustment regulations to remain fiscally and ethically responsible to all our ratepayers.
  
  Currently, your account currently reflects a $1,707.13 balance due. If you need financial help to pay your bill, call us today at 301-206-4001 (toll free, 1-800-634-8400) weekdays from 7:30 a.m. to 7 p.m., or email us at customerservice@wsscwater.com. Our Customer Service Advisors are ready to work one-on-one with you to establish payment plans and connect you to financial resources.
  
  I hope this clarifies WSSC Water's position on this matter and thank you for being a valued customer. We are here to help!

  Sincerely,

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WSSC is over billing our water bill. Our last bill had nearly doubled. On May 3, 2022, we notified WSSC that their outside (remote) meter readings were inaccurate and we provided pictures of the actual inside meter reading. WSSC indicated that the meter needed to be replaced. That the remote could not be replaced without replacing the inside meter as well. WSSC indicated that they would replace the water meter and outside remote, however, they have yet to do so. On todays date, at their request, we phoned in our reading. Renee at WSSC advised us that their investigation, our complaint, was denied, however, they never advised us the results of their investigation. Renee reported that our water meter was running too slow. I advised them that we checked the accuracy of the inside meter with a gallon jug. The results of our test revealed that the inside meter was 100% accurate. The meter calculated exactly one gallon after filling the one gallon jug. WSSC is over billing us, collecting interest on our money for over billing us. WSSC refused to provide a credit to our account even after providing photographic evidence. Their excuse for claiming our meter is running to slow is fraud. Their lack of replacing the meter is another excuse to continue over billing us. WSSC is targeting the elderly with their excuses and their lack of replacing the meter, continuing to force us to pay for water we have not used.

  Business response

  08/10/2022

  -------- Forwarded message ---------
  From: May, Kara <************@wsscwater.com>
  Date: Tue, Aug 9, 2022 at 11:01 AM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: ********************** <**********************>
  Cc: drteam@mybbb.org <drteam@mybbb.org>
  

  
  
  

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

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

  Bowie, MD *****

   

  Re:     BBB Complaint ID  ********

            WSSC IssueTrakr #****** and ******

  Good morning ********************:

  The Better Business Bureau (BBB) requested that WSSC Water respond to your concerns regarding the high 01/27/22-04/18/22 water/sewer bill for ****************. Your inquiry was referred to me for investigation. I appreciate your patience while we reviewed and adjusted your account.

  According to our records, for several years we billed your account based on the readings from your remote reading device.  The water meter is installed inside your home and is read through a device mounted outside your home called the remote reader.  The remote is wired to the inside meter and normally remains synchronized with it. 

  We understand wanting to confirm that your meter is correctly capturing the water used in your home. To verify the accuracy of the 04/18/22 billed remote reading of 1,751,000, you provided the attached pictures on 05/03/22, and your inside meter clearly read 1,740,000. However, for the remote reader, one of the numbers was difficult to read because the remote’s housing was obstructing the view as the number was rolling over. Our account notes indicate that it was believed to read “1,759,000.” This indicates a discrepancy between the inside water meter and the outside remote reader. In our experience, typically, discrepancies occur when the outside remote reader slows down and the inside meter continues to register consumption. Therefore, a higher remote reading is unusual and warranted further investigation.
  
  Subsequently, on 07/11/22, we read the remote reader again and the reading was lower at 1,751,000. Since meter readings increase in sequential order, this means that the 05/03/22 reading noted as 1,759,000 could not have been correct.
  
  Ultimately, on 07/22/22, we replaced the previous water meter (ID # * ********) with a new water meter (ID # * ********). During this visit, our Field Service Representative (FSR) took pictures of the remote reader before/after removing it's housing for an unobstructed view of all the numbers and also of the inside reading. Copies of these pictures are attached for your review. The pictures reflect that the remote reading was 1,753,000 and the inside reading was also 1,753,000 gallons, or the remote reader did remain synchronized with the inside meter. As such, the 05/03/22 meter pictures you provided most likely indicated a remote reading of 1,739,000 (just before it rolled over to 1,740,000) rather than 1,759,000 gallons. In other words, the 04/18/22 billed reading of 1,751,000 was an error.
  
  Please accept our sincere apologies for the confusion and inconvenience our reading error caused you. 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. We are committed to providing our customers with accurate billing and will continue striving to improve our accuracy.
  
  Today, I canceled the 01/27/22-04/18/22 bill for $495.12 and the 04/18/22-07/22/22 bill for $72.28. Then, I re-billed the account from 01/27/22 (meter reading 1,724,000) through 07/22/22 (meter reading 1,753,000) for 29,000 gallons of actual usage, a decreased average daily consumption (ADC) of 164 gallons. The corrected bill totaled $497.00, a $70.40 reduction in charges, and you will receive this bill in the mail shortly. After your payments were applied, your account currently reflects a $64.81 credit balance that can remain on your account to be applied to your next bill or be refunded.
  
  I hope this amicably resolves your concerns and thank you for being a valued WSSC Water customer. If you have any further questions, please feel free to contact our Customer Service Center at 301-206-4001, 1-800-634-8400, or TTY 301-206-8345, 7:30 a.m. to 7:00 p.m., weekdays. You can also email us at customerservice@wsscwater.com, or write to the address indicated below.
  
  Sincerely,

• Initial Complaint

  04/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On February 10, 2022, WSSC took an automatic water bill payment for account # ********** from the bank account we had on file with them, but the amount was $4905.30 when all bills in the past had been $475 or less. We immediately tried calling them, and it took hours over several days to reach a representative. The "schedule a call-back" option doesn't work. We were hung up on multiple times. Finally, we reached a representative and were told to have a plumber look at the service address property to ensure no water leaks were present. We had already begun this process. We were told that once any issues had been discovered, then a bill adjustment process would begin. While we investigated the problem, I called back to WSSC again to take our account off automatic payments so that no more mistaken amount could be withdrawn. There is no option to do this online, as I logged in to check the portal first. I was again hung up on several times before getting through to a representative who said, "I don't know how to do that, you have to cancel it the same way you set it up," then went to ask a co-worker. She returned with no helpful answer and said I should email customer service. I emailed customer service and explained the issue and how I was unable to get help by phone. It is now 35 days later, and I just received a response instructing me to "please call customer service," as if they hadn't even read my message. In the meantime, a few weeks ago, WSSC called us to say that the billing error was actually on their end, and that someone had simply read the meter wrong--usage had not changed significantly. We were told we would receive a refund to the account the payment was originally withdrawn from--not just a credit that would prevent us paying a water bill for the next few years to recoup the funds. As of today, no refund has been received. This is almost $5000 this company has taken in error and has not refunded. It is affecting our ability to make other payments.

  Business response

  05/04/2022

  ---------- Forwarded message ---------
  From: M**, Kara <*********@wsscwater.com>
  Date: Wed, May 4, 2022 at 10:22 AM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania  complaint #********.
  To: drteam@mybbb.org <drteam@mybbb.org>
  Cc: M**, Kara <*********@wsscwater.com>

  Good morning:   According to our records, we mailed this customer a $4,271.46 refund check on 04/29/22.  

  Sincerely,

  Kara

  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   ************ (O) ************ (F) 14501 Sweitzer Lane Laurel, Maryland 20707

  Customer response

  05/05/2022

  [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.]
  
  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,
  
  *****************************
  

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wssc account number **********.I recently started service 10/24/2021, however they are invoicing me for dates starting 10/15/21. I was not at the property and it was not in my possession at this time. I am requesting an accurate invoice to pay. They are sending me service termination notice. WSSC

  Business response

  03/20/2022

  Mr. ******** *****

   

  Re:     Account #**********

            BBB Complaint #********

   

  Good morning Mr. *****:

   

  We are responding to your recent complaints to the Better Business Bureau and Governor's Office regarding the delayed processing of your 10/15/2021 Start Service request for **** ***** *****. Your inquiry was referred to me for response. I appreciate your patience while we reviewed and adjusted the account.

   

  For information, WSSC Water accounts are assigned to the property owner. Once we are notified that a property is being sold we can provide a "final bill" by visiting the property for a meter reading as close as possible to the settlement date; or, when a property is served by an inside meter, the buyer or seller can provide us with a complete, 7 or 8-digit meter reading. Normally, it takes about two-weeks to process the information received.

   

  I am sincerely sorry for our delay and that you received a 10/15/21-12/21/21 bill that included charges from before you purchased the property. Excellent customer service is a priority for us and we are always disappointed to learn of instances in which we do not meet our customers’ needs. At WSSC Water, we are always looking for ways to improve our customer service, and your feedback is an invaluable part of that process. We have used your experience as a training opportunity for our staff and anticipate that future associations with WSSC Water will be more favorable.

   

  According to the recorded deed, LARGO HOSPITALITY LLC purchased **** ***** ***** on 10/22/21. Therefore, in response to your complaint, we pro-rated the account charges and removed $934.55 in charges incurred prior to 10/22/21. Additionally, we removed $661.60 in late fees.  Copies of the adjusted bills are attached for your review.

   

  Thanks you for your 03/08/22 payment of $4,733.43 and 03/11/22 payment of $4,749.51. Consequently, the account reflects a $1,381.84 credit that will be applied to the next bill.

   

  I hope this amicably resolves your concerns and thank you for being a valued WSSC Water customer. If you have additional questions, please feel free to contact please contact our Customer Service Center at ************* *************** ** *** ************, 7:30 a.m. to 7:00 p.m., weekdays.  You can also email us at , or write to the address indicated below. We are here to help!

  Sincerely,

   

  KARA M Senior Research & Communications Specialist Customer Service Department

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Around the 22nd of November, I received a notice from WSSC of a pending withdrawal from my bank account to cover the amount due for the billing period that had just ended on November 17, 2021. What stunned me was the amount of the bill, i.e., $1,505.64. I have never received a bill from WSSC for anywhere near this amount. The bill suggested an average water usage of 800 gallons per day. There are only two people living in our home, me and my wife. The average daily usage for the prior eleven months when there were four adults living in our home was 147 gallons per day. How did our usage jump to such a high level when the number of people using the water dropped in half? In late November, I spoke with a customer representative who assured me that the water meter was misread. A service man was sent to reread the meter only to confirm that the reading was correct. Something is wrong. We have no broken pipes or leaking toilets. In December, I received a letter from WSSC “alerting” me to the extraordinarily high water consumption reflected on my latest bill. The letter suggested that I email their customer service department not to understand how this could be, but to discuss ways to pay the bill. I have sent multiple emails asking for help. The only response I get is an automatic reply thanking me for my email. As a gesture of good faith, I made a payment of $301.75 toward the $1,505.64 bill. Now I continue to be billed for the balance. There is no way my wife and I used on average 800 gallons of water per day. I have asked WSSC to give me the water usage since Nov 15th but I haven't heard back.

  Business response

  02/08/2022

  ---------- Forwarded message ---------
  From:M**, Kara<*******@wsscwater.com>
  Date: Tue, Feb 8, 2022 at 11:34 AM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: ********************* <*********************>
  Cc: drteam@mybbb.org <drteam@mybbb.org>
  

  
  

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

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

  Chevy Chase, MD *****

  Re:     Account #**********

            BBB Complaint ID ********

            WSSC IssueTrakr #****** and #******

  Good morning ********************:

  The Better Business Bureau (BBB) requested that WSSC Water respond to your concerns regarding the high 08/17/21-11/15/21 water/sewer bill for *************************. Your inquiry was referred to me for investigation. I appreciate your patience while we reviewed your account.

  According to our records, your 08/17/21-11/15/21 bill reflected an 800-gallon average daily consumption (ADC), or $1,505.64. The usage was 72,000 gallons over 90 days. For reference, the ADC on the 08/10/20-11/04/20 comparable bill was 186 gallons. We agree this usage appears elevated compared to the historical consumption at your property. For this reason, on 11/16/21, we mailed you a "High Reading Notification" letter.
  
  We understand wanting to confirm that your meter is correctly capturing the water used in your home. To verify the accuracy of the 11/15/21 billed meter reading of 1,894,000 gallons, we obtained another meter reading on 11/24/21, and your meter read 1,895,000 gallons. When the numbers increase in sequential order, this verifies the accuracy of the billed meter reading. Between 11/15/21 and 11/24/21, 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: 1,895,000 – 1,894,000 = 1,000 gallons. The ADC decreased to 111 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). 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. 
  
  Since the 800-gallon ADC on your 08/17/21-11/15/21 bill is at least three times greater than the 11/15/21-02/07/22 current ADC 142 gallons and you have not benefited from a High Bill Adjustment within the last three years; the account qualifies (142 x 3 = 426).
  
  However, according to WSSC IssueTrakr #******, you opted instead to dispute the 08/17/21-11/15/21 high bill. By submitting the attached dispute form, you have 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 investigates the customer’s account to determine if the dispute can be resolved without Dispute Resolving Board (DRB) review. 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. If staff does not resolve the claim, 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. Thank you for your continued patience and understanding.
  
  In the meantime, if you have any additional questions or wish to accept the High Bill Adjustment, please contact WSSC Water’s Customer Service Center at ###-###-####, ###-###-####, or TTY ###-###-####, 7:30 a.m. to 7:00 p.m., weekdays.  You can also email us at customerservice@wsscwater.com,, or write to the address indicated below.

  Sincerely,

*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. ↩