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Washington Suburban Sanitary Commission

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Washington Suburban Sanitary Commission Reviews (23)

March 25, 2015Dear [redacted] ***:We are responding to your March 6, Revdex.com complaint that WSSC failed to send bills for the past two billing periodsOur records indicate that the account was enrolled in WSSC’s “go green” online bill payment service on November 7, On November 7, 2014, WSSC had already produced an August to October 6, bill that was mailed to the property address.The online service should then have generated an email after WSSC produced the October 6, through January 14, billHowever, the account got detached from the online service and an email notifying you that the bill was ready to view was not sent.The Go Green online services for this account were canceled March 3, WSSC will resume mailing paper bills to the property addressI apologize for the inconvenience that our billing delayed caused and would appreciate your contacting an agent if you have questionsOur agents can be reached weekdays between 7:a.mand 7:p.mat ###-###-####Sincerely, Stefanie PCorrespondent Customer Relations Group

Dear Mr***:
5pt;">WSSC is responding to the referenced Revdex.com complaint regarding WSSC’s online bill payment servicesWe appreciate the opportunity to respond to your billing and payment concernsOur records indicate that on April 6, 2016, your WSSC account was not enrolled in our ebill online bill payment serviceConsequently, the option to pay with your check at no charge was not an available option for you at that timeOur agent explained on April that because your ebill enrollment was canceled on April 6, you did not have access to the link to pay without a chargeA senior call center agent (supervisor) spoke to you regarding the issue on April and personnel from our IT Group tried contacting you on April to discuss the payment issues you were having; however, she noted that there was not an answering machine so she could not leave you a messageI apologize for the inconvenience you experienced while trying to pay your WSSC bill online
without a service feeIf you have additional questions, please contact an agent weekdays between 7:a.mand 7:p.mat ###-###-####Sincerely,
Stefanie P***
Correspondent
Customer Relations Group
CC : ** ***, Revdex.com
Washington Suburban Sanitary Commission

AWFUL SERVICETHEN CHARGE A SERVICE FEE TO PAY THE BILLRIDICULOUS

Dear *** ***:
" background-">We are responding to your January 29, complaint referenced aboveWSSC records indicate the following:
On August 11, 2015, WSSC's Customer Relations Group received your August 3, hearing request formOn August 12, 2015, WSSC returned the form through email because your narrative did not match your spreadsheetOn September 14, 2015, WSSC had no record of your response and renewed our requestOn September 15, 2015, you responded and provided an updated spreadsheetOn October 13, 2015, while preparing a hearing summary, WSSC, through email, sought clarification on your occupancy since your request form did not match what was on the accountOn October 20, 2015, you provided the requested information noting that WSSC would receive prompt responses in the futureOn November 9, 2015, you provided WSSC with an updated spreadsheetOn November 16, 2015, you requested that we let you know if any other information was neededOn November 16, 2015, WSSC advised that management was reviewing the refund hearing packet and that as soon as all the information had been approved for hearing, the hearing administrator would contact you to schedule the hearingWSSC received your most recent spreadsheet on November 9, 2015, three months after your original submission
and has responded to your inquiriesOur General Counsel's Office is currently reviewing the refund hearing packet and our hearing administrator will contact you once the hearing packet has been approvedI hope this information is helpfulIf you have any questions, please contact meI can be reached weekdays between 6:a.mand 3:p.mat *** or ***@wsscwater.com

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[redacted]
1:PM (minutes ago)
tome
Dear **[redacted]:
I have received **[redacted]'s Revdex.com complaint. Thank you for forwarding it to us for resolution**[redacted]'s contact information was provided to WSSC's Claims & Emergency Services Unit
The Claims & Emergency Services Unit advised they will contact **[redacted] regarding his claim.
If you have questions, please feel free to contact me again
Sincerely,
[redacted]
Customer Relations Group

March 25, 2015Dear [redacted]:We are responding to your March 6, 2015 Revdex.com complaint that WSSC failed to send bills for the past two billing periods. Our records indicate that the account was enrolled in WSSC’s “go green” online bill payment service on November...

7, 2014. On November 7, 2014, WSSC had already produced an August 1 to October 6, 2014 bill that was mailed to the property address.The online service should then have generated an email after WSSC produced the October 6, 2014 through January 14, 2015 bill. However, the account got detached from the online service and an email notifying you that the bill was ready to view was not sent.The Go Green online services for this account were canceled March 3, 2015. WSSC will resume mailing paper bills to the property address. I apologize for the inconvenience that our billing delayed caused and would appreciate your contacting an agent if you have questions. Our agents can be reached weekdays between 7:30 a.m. and 7:00 p.m. at ###-###-####.
Sincerely,
Stefanie PCorrespondent Customer Relations Group

Thank you for bringing your refund questions to my attention. I apologize that you found our agent’s email responses far from satisfactory. Enclosed is a summary of billed charges and payments for your records and review.On January 29, 2014, WSSC directed the account’s December 20, 2013 to...

January 28, 2014 final bill to you at your new address for payment. The final bill charges, including a $90.00 past due balance, were $194.42. I verified that your name appeared on the February 5, 2014 credit card payment for $194.42. That payment paid your final bill charges in full.Thereafter, WSSC removed your name from the account. WSSC however began estimating the billed charges and sending the bills to the property owner. WSSC estimated the account through July 12, 2014 and estimated high. Upon receipt of a July 12, 2014, actual water meter reading, WSSC canceled $467.31 in estimated charges and re-billed the account based on actual consumption. WSSC applied the owner's May 6, 2014 payment (for one of the estimated bills), and that payment created a $135.25 credit balance (due to the “over estimates).
Thereafter, WSSC continued estimating the billed charges through the January 26, 2015 final bill. The final bill was for $61,92, which reduced the now previous owner's credit balance to $73.13. And now the new owner has been receiving the benefit of someone else’s credit balance until we remove it from the account. Only one payment has posted to the account since you paid the final bill and that payment created the credit balance you are referring to. The credit was created by the $184.35 online bank payment that did not have your name on it; therefore, a refund to you is not warranted.I hope this explanation is helpful and that your next experience with WSSC will be more favorable. If you still have questions, please feel free to contact me weekdays at ###-###-####.
Sincerely,
Stefanie P[redacted]CorrespondentCustomer Relations Group

Dear [redacted]:
We are responding to your January 19, 2016 complaint referenced above.  I apologize for WSSC's untimely billing that prevented you from locating and repairing your toilet leak and for the resulting inconvenience.  WSSC attempts to timely verify a high water...

meter reading prior to mailing the bill.  In this instance, WSSC timely verified the high water meter reading but then failed to timely mail the bill.I have submitted a Dispute Resolving Board (DRB) review request for the April 23 to August 10, 2015 unpaid adjusted bill.  The DRB reviews disputes involving unpaid charges.  The Customer Relations Group Leader must approve the request: therefore, it could be some time before we mail DRB information to you.  Consequently, I place a collection hold on the account through June 1,2016.
You should continue to pay only the newly billed charges by the bill payment due date noted on each bill.  Once WSSC mails the DRB information (certified) you will have 30 days to return a completed review request form.  Once we receive your completed form, we will place another collection hold on the account until the dispute is reviewed preventing WSSC from taking any collection action while your dispute is pending.  
I hope this information is helpful.  If you have any questions, please contact me.  I can be reached weekdays between 6:30 a.m. and 3:00 p.m. at ###-###-#### or [redacted]@wsscwater.com.
 
Sincerely,
Stefanie P[redacted]
Correspondent
Customer Relations Group

James

Water service company with these numbers of complaints, it speaks for itself. Rudeness and a deaf ear, they're impossible to deal with. Their business practices and billing every three months are largely to blame. They shield themselves in this way. Your bill can quadruple and you don't know it for three months. Montgomery County has, purposively, no jurisdiction over WSSC. Doesn't even qualify as a paper tiger...WSSC is passing off their losses onto unsuspecting customers. It's Waca Mole...they have business losses, who shall we stick next?

+1

Review: I received a bill and I was told that it was back ro normally ad I would have to pay half for 747.00 for thr period of May 11, 2012 to Aug. 8, 2012. I live by myself and normally my bill is around $30.00. When I contacted WSSC they sent someone out to reread my meter (that took about 2 weeks) and they said that it was back to normal. I had to still pay half of that bill. I had a plummer to come out and he did not find anything wrong. My next was still high $100.00 but I had had my house power washed. In have not received a bill since then.Desired Settlement: To have my meter checked free.

Business

Response:

[redacted]

Review: I have attempted to sign up for automatic payment via phone on multiple occasions and have been told it was successful. On two occasions I have received shut off notices for non-payment as a first notice of payment due. No phone calls, and no bill was received by mail.Desired Settlement: successful instatement of automatic payment of bills.

Review: WSSC has two separate sign-ons to pay your bill. It is not clear that there are two separate methods and one sign-on charges a fee while the other does not. Customer is not informed that there is another option free of charge to process the bill payment.Desired Settlement: Website is confusing and should be easy to navigate and understand. The methods of payment available and potential fees are not explicit in a central area. There should only be ONE login option to pay bill and it should not charge a fee to use. Having two login options is confusing and one charging a fee and another not is unethical.

Business

Response:

[redacted] <[redacted]>

Review: Wssc bills me for water billing every three months. The composition of my home is 2 people and I have ni plumbing issues like leaks. The bills have almost doubled from 78$ in the previous three months to 128$ this month. I have talked to others who are experiencing these types of unreasonable bill increases which are with every billing cycle. They hold a monopoly in this area but should be better regulated. I would like this issue to be investigated and resolved.

Business

Response:

[redacted]

Review: I am writing to file a formal complaint about the Washington Suburban Sanitary Commission. I own and lived at [redacted] and moved to my new home in [redacted] MD effective June 1st. During transition I used your web sites to start and stop services and I started using electronic system for the bill payments.

WSSC charged my account in two separate times $30 each time because as you stated I provided you with a wrong account number. I requested to receive documentation about my wrong account number. You refused to do so. I have set up electronic payment with [redacted] and [redacted] using the same bank account information. You have provided no data indicating that my account information is incorrect. In addition, I used your electronic system to stop and start services but I was told that this system should not be used. I believe your web site has certain deficiencies which need to be addressed. Your ebill system is flawed as it does not have a system to verify account number. Also certain information on your web site is incorrect for example stop and start service.Desired Settlement: I ask WSSC to reimburse a total of $60 charges which they have forced me to pay in order to continue their services functionally committing fraud and extortion.

+1

Review: I was not sent a cut off notice . with a 2 year old in my care water was turned off with no warning and charged a 120 dollar re connect fee . Paid reconnect fee and was told service would be restored same day in afternoon .service was not restored, customer service rep was extremely rude and I was hung up on while waiting to speak to a managerDesired Settlement: $120 disconnect reconnect fee refund

+1

Review: WSSC charged use more than twice what they normally charge for 3 months of water use. Our normal charges are between $300 and $350 but we were charged over $800 for the 3 months. We double checked to see if there were any leaky toilets or faucets and could not find any. I don't see how our bill could be so high unless the meter is somehow defective. I can't prove that we did not use that much water and have no way to contest our bill. We spoke with WSSC and they said that the meter showed that we used over 51,000 gallons of water over the past quarter. We did not have any excess water usage in this time period. If the Revdex.com is not the best place to go to contest water charges, could you please direct me to somewhere else I could lodge my complaint.Desired Settlement: I would like the quarterly bill adjusted to close to what it normally is. We would like the bill to be close to $300.

Review: My house main water pipe broke under ground causing a massive waste of fresh water, when I realized there was a leak I contacted my water service provider (WSSC) to get assistance on how to resolve the problem, I also requested WSSC to send someone to mark the water pipe line to make it easier to locate it, they refused to mark it saying that it was a private property, the agent also said that I had to look for someone to fix it, they did not have anything to do with the broken pipe due to it being in a private property. Miss Utility came to mark the Gas line but they said that they could not mark the water, according to Miss Utility the Water line had to be mark by WSSC. I was never told by WSSC that the person fixing the broken water pipe had to be register with WSSC, neither that the person had to get a licence before fixing the broken pipe, I was also concern about the impact the excessive loss of water would have on my bill, however I was told by the agent of WSSC that when my bill arrive I had to call to request an adjustment, I was never informed that to qualify for the adjustment the person fixing the broken pipe had to get a licence with WSSC, neither that the person had to be register with WSSC. I usually pay an average of $425 every 3 months for my water bill, now that my bill came it was almost double $785.79 , I have requested the adjustment I was promised, however it has been denied by WSSC using the excuse that the person fixing the pipe did not get the required license, if WSSC had informed me correctly about the requirements to be elegible for the adjustment I would have done it. I dont think it is fair to pay for water I did not use, this is an unfortunate situation that sometimes arrive unexpectedly, I am seeking some assistance to resolve this issue. I have made every possible efforts with the WSSC to have the adjustment made but the only option they are giving is to set up a payment arrangement for the full bill amount.Desired Settlement: I am kindly requesting WSSC to make the necessary adjustment on my bill, it's a principle of doing the right thing.

Review: My water is turned off at my other address. I have been consistantly paying charges. There is no leak and there has been no trash for ten years. My bills have been about 60.00 plus a month. When I complained today they said they would charge me 4000.00. This is a 1700 sq foot home with no water usageDesired Settlement: No bill . No one is using water or creating trash

Business

Response:

[redacted]

Review: I have repeatedly contacted WSSC about my bill and to please give me an itemized water bill as to why my bill jumped from 90 to 160 bucks for ONE month. I have sent numerous emails for an explanation and trying to call is a disaster. When they want their money they waste no time in calling you 24/7 but when you need help they suddenly do not know who you are....Desired Settlement: I would like to speak to a billing department supervisor (as requested) to clear up how the bill jumped and if they can send someone to see if someone is hijacking my water, and also before I send in 160 after paying 90....I need to know WHY this bill is so high, 160 for a water bill is ridiculous...someone is using it or its wrong.

Review: During the last quarter of 2012 (bill ending 11/26/12) I received a extremely high water bill. We have lived in the house for 16 years and our average bill is $250. This bill was $1200. By the time I received the bill and opened it I was already into the next billing cycle. A plumber came and fixed the problem but by the end of the two cycles I owed approximately $2000. WSSC allowed me to apply for a one time adjustment. In the meantime I made payments as instructed for $400 dollars. Today I received the bill with the adjustment. It said the Previous Balance was $2051.93 and after the adjustment I owed $1627.83. This does not seem to add up considering I made payments and I was suppose to be getting an adjustment. I called WSSC and after 35 minutes on the phone [redacted] offered to call me back so that her and her supervisor could do some research and "explain it to me". I told her that I would like the bill reviewed in case there was an error - not just to have it explained to me. She refused. She said that the only problem coming up with an explanation but she was sure the bill was correct. She would call me back in the morning when she would be able to explain it. I would like to have the bill reviewed and adjusted.

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Description: Water Companies - Utility

Address: 14501 Sweitzer Ln, Laurel, Maryland, United States, 20707

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