Tidewater Utilities

We have a brand new home in Milton De in Windstone development and were told when we moved in the water bills were high in DE. Bill was $800, $700, $600 and this is a vacation home. When telling a neighbor about our shock, they informed us they live there fulltime and water their grass more than us and their bill was $300. Plumber checked the home twice and said no water leaks identfying it was a faulty meter. We ran our own test, one gallon of water resulted in a meter read of 9 gallons. We ran this test several times with the same results. Tidewater put a new meter on and it now reads exactly one gallon. We called them looking for a substantial refund and they said the meter needs to be tested and said results would be within the week. That was FIVE weeks ago. Everyone tells us they will most likely not respond and not refund the money. We have called several times one gentleman is rude and the women reps are great. However everytime we call its two more weeks. I would like this resolved and will be happy to tell our neighborhood they were wrong about resolving this obvious issue.

Tell us why here...I am [redacted] ***, the Customer Service Manager I have made contact with [redacted] today and she was able to provide me the identification of the properties where our response to her request for final bills have been tardy An investigation is being conducted to find out why this occurred and to correct whatever may be wrong with the process to see that this does not continue

We have received the complaint made by [redacted] and reviewed the activity on her account. The meter servicing Ms [redacted]’s residence was stuck for 6 quarters (we bill quarterly).  It is unfortunate that the Company did not recognize the problem and replace this stuck meter...

earlier, but this does happen on occasion as the Company has numerous customers who are not present at a residence for extended periods of time for one reason or another.   Billings consist of a charge for Consumption + a Facility Charge.   Whenever there is a stuck meter, the resident does see on each billing that there is nothing being billed for consumption.  It does help for the customer to call the Company whenever they see nothing  being billed for consumption and they know they have been at the residence and have used water.  While this meter was stuck for 6 quarters (1-1/2 years), the Company only back-billed the customer for 1 yr.  This amounted to a bill of $1,011.73.    When this happens, the Company does offer a pay plan to the customer to pay the amount over a period of time that is reasonable and financially workable for the customer. Regards, [redacted]