Bedford Regional Water Authority

Review: Our water provider claims that our family of 3 (all over 60) used 65,769,00 gallons of water in June/July, 2013. Amount $373.80. We do not have a pool and the irrigation system was turned off because it rained everyday!They replaced the old meter, but claim it was not defective. Previous bills over the last 6 years: 2012-$118, 2011-$114, 2010-$103, 2009-$76, 2008-$105, and 2007-$119. They claim we must have a running toilet. We don't have a drip. Irrigation men say all is well there. We are not under water!Desired Settlement: I was expecting them to rebill me for an adjusted amount. Instead, we received a past due notice with late fee of $411.18 Pay or they will cut the water off. Of course, if we have a leak inside this house, the next bill will be just as outrageous. We have found no leaks, no running toilets, no soggy places in the woods ... house is not floating!

Business

Response:

I am responding to the complaint of the high water consumption and billing. I can't go into a lot of specifics due to the account holder's name is not the same person that has filed this complaint. At the premise in question, our field technician read the water meter. The premise had consumed a larger than normal amount of water. The water meter was verified at least 2 times to assure the reading was accurate for the billing and the reading from the water meter was accurate and was entered into the billing system. The old style water meter only registered water. When the water authority determines a consumer has used a larger than normal consumption we will change the water meter out to a newer version that has the electronic attached to help determine if the premise has any water leaks, either continuous or intermittent. Thus the reason for changing the water meter out to a "smart" water meter. When we changed the water meter out we are required to enter the final reading from the old water meter into our billing system. The final reading was higher than the previous meter reading again assuring the readings were entered correctly as well as the total consumptions being correct. After the new "smart" meter has been in use for over 2 week we generally will read the meter again to see if the meter reports any type of leaks. We did a normal reading with the route this premise is in on 10/1/13. Although the reports were not completed I was able to retrieve the meter report for this premise and the "smart" meter is reporting a continuous leak. Our policy for giving adjustments is on our website, [redacted]. In order for the owner to receive an adjustment, the leak must be repaired by a plumber or qualified person. The owner can send a letter to our Customer Service Department requesting a leak adjustment. Other documentation to be included with the letter is a copy of the invoice from the plumber, photo of the repair. The Bedford Regional Water Authority will only grant adjustments if the water line from the water meter to the foundation of the home has a leak and it is repaired. Any issues with the plumbing inside the home does not qualify for an adjustment. Should you have other questions or concerns about our operations or the account, please feel free to contact one of our Customer Service Representatives at[redacted] or call ###-###-#### option 4. Thanks, [redacted] Customer Service Manager Bedford Regional Water Authority ###-###-####

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. My mother's name is on the bill, my name is on all checks! It would have been nice to have been informed of the BRWA findings, before the next billing period is upon us. As a matter of fact, it would have been nice to have gotten a heads-up before the 8/30/13 billing. The previous 60 day period consumption was under 15,000 gallons. Red flag! This Earth's most valuable resource is being wasted. We have a 65,000 gallon leak. It is not a running toilet or dripping faucet. Water is not running down the walls and the furniture in the basement is not floating. I called my plumber. He instructed me to turn off the main water value in the house and then go outside and check the meter to see if it was still spinning. I could not read the digital meter. My plumber came to the house. He could not read the meter. We our not certain if the meter we found is ours or our neighbor's (who does have a pool). My plumber and I will fix the leak, when we find it. I would like to have the meter technician come to the house and turn off the main value in the house. We need to determine where in the yard the leak could be. Nice to know their is a process for adjustment. Wish the voice on the phone had provided that information! I am 62 years old and my mother is 90. We haven't gotten to the point of going to the website first before calling and trying to talk to a real person. But, we are getting there. Regards,[redacted]

Business

Response:

[redacted], I am sorry it has taken so long to respond to this. I have been out of town on business and just returned to work on the 21st. I must apologize for no one contacting you about a higher than normal usage. With over 13,000 accounts we try to contact our customers but every now and then one will slip by such as yours. The process of looking through the consumptions is a manual process so it is easy to miss one. I can have one of my field technicians come to your home and verify the meter information from the meter. Due to liabilities we normally don't enter customer's homes and turn their valves off. We can be there when you turn the valve off to verify if the leak is between your meter and your home though. You mentioned the plumber said something about seeing the meter spinning. With our newest meters, such as the one you have, the electronics are activated with a flash light. If you open the flap that covers the meter there is a picture of a flashlight next to the photocell. The meter will display some strange looking numbers as it is "waking up" and running diagnostics. After a couple minutes the meter will display the total consumption through the meter then change to display the amount of water flowing through the meter at that time. If the valve in your home is turned off, the meter should display at the "RATE" screen 0.00. If there is a leak between the meter and that valve it will display something other than 0.00. If you will let me know when a good time for my filed tech to meet you, I will be able to schedule them to come to your home. Wednesday has already been scheduled out for them. I may be able to get someone there on Tuesday else it will be either Thursday or Friday before anyone could make it. Please feel free to call me directly to schedule this. I will be in a meeting on Tuesday from 9:00am to 12:00 but should be available rest of the day. My office number is: ###-###-#### and my extension is 124. I look forward hearing from you so we can get this matter resolved. Thanks and have a Great Day! [redacted] Customer Service Manager Bedford Regional Water Authority [email protected] - email ###-###-#### phone

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]