Complaints

This profile includes complaints for MeterNet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MeterNet

  PO Box 2830 Fallbrook, CA 92088-2830

  
• 

  MeterNet

  113 S Vine St Fallbrook, CA 92028-2925

  
• 

  MeterNet

  202 W College St Fallbrook, CA 92028

  

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.

• Initial Complaint

  Date:09/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My wife and I moved into ***********************************************. Meternet is the water metering company for our community. After moving in we were informed of Meternet as the provider. We submitted a direct deposit form to establish autopay. The form was not processed in a timely manner, which led to us being charged duplicate fees. I submitted a second autopayment form. Like the first example, this contained my bank account and other sensitive information. This appears not to have been processed, and as such I am being hit with additional fees from Meternet. I would like to be refunded the fees incurred and provided an explanation of what is incorrect about my autopayment forms. There has been no outreach conducted by Meternet, and at this point I'm being extorted.

  

  Business Response

  Date: 09/08/2025

  Thanks for the follow up *****, and Im so sorry about any confusion!
  
  I looked at your account, and it does look like we had your account setup for autopay via *** from the very beginning.  In fact, your very first statement shows the credit for setting up *** autopay, and the statement indicates that it will be Paid by bank.
  
  Unfortunately, I also see where I think things got off track.  There was a second *** form submitted on the 13th of August. When we receive a new *** form, we assume this new information is to replace the original one. 
  
  It appears that this second *** form had different information than the first form, as the bank rejected this when we submitted it for your latest payment. Thats why the payment was rejected, and the Insufficient Funds fee was applied.  That fee is directly from the bank for a failed payment.
  
  That being said, Im going to get that Fee removed from your account. 
  
  I also want to confirm that we have turned off the Autopay due to the payment being rejected.   If youd like to set it up again, heres the link for the *** Autopay form - ****************************************
  
  Just let me know once you submit it, and Id be happy to review and make sure we have everything we need -  ********************************************************************** 

  Customer Answer

  Date: 09/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  ***** ****
  
   
  

• Initial Complaint

  Date:07/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Atrociously high water utility bill was reported by the utility company, MeterNet. MeterNet charged ~$850 for the current month, in contrast to ~$65 bill in the previous months.I objected indicating that I had recently installed a digital meter for tracking water consumption -- the digital meter was indicating a significantly lower consumption than what MeterNet's meter was reporting / charging for. They initially agreed to correct the bill if I shared the readings, a screenshot from the installed digital meter. But when I shared validating screenshots with them, they just did a volte face. They simply reversed from their earlier position, saying that they will disregard readings from the digital meter and charge me for the impossibly high water consumption indicated in their faulty readings.They also suggested an unreasonable process if I wanted to have the meter replaced / checked. Their suggested process would require the community management to agree to foot all the costs, upto $500. This is just absurdly callous, malpractice from MeterNet

  

  Business Response

  Date: 07/30/2025

  I'm sorry for the trouble ****** and I can understand the frustration!
  
  I wish we could just use your personal digital water meter.  Unfortunately, we legally can only use meters that have been tested and certified by the **********************************. The water meter at your property was tested and certified by the **************************** and Measures within the last 8 months and was tested to be 99% accurate.
  
  While it is extremely rare for a meter to malfunction in less than a year from testing, if you feel its not accurate, we are here to help!  
  
  Because the meter is the property and responsibility of the community, we would need their approval to replace the meter with a new one (and the re-testing of the old one).  
  If the meter is retested and fails that testing, then we would absolutely recommend a bill adjustment to your property management/HOA on your behalf.

• Initial Complaint

  Date:07/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They over charged me from my normal $31 a month to $140 for 2 months. I paid $185 the first month just to make sure I paid. They corrected it the 3 month but refuse to refund the previous 2 months over payment. They won't provide any information on why they charged me the amount at all. They are now charging me late fees of $30 even though I should have a credit.I've asked them to please provide info on my charges and they refuse. I'm on a fixed budget and cant pay their over charges and fees for their mistakes.

  

  Business Response

  Date: 07/29/2025

  I can definitely understand the frustration *****, and Im sorry about any confusion!
  
  Were hired by your community to split the buildings monthly water bill between each resident of the community.  
  That means your water bill is the same percentage of the overall water statement the entire building every month.  That percentage does not change. 
  
  Usually that means the amount is a pretty similar amount each month.  Unfortunately, it also means that if the buildings water bill is high for a month, then your water bill would go up as well.
  
  I can understand the frustration, especially if you feel you havent used any extra water.  
  
  In terms of adjusting your bill, everything is reimbursed back to your community to pay for the overall building water bill.  Because your bill is a percentage of the overall building statement, were legally unable to make any changes to the actual amounts due without approval from your property management.
  
  That being said, due to the confusion, Ive had the late fees for your account waived, and if you need more time to pay your statement, please let us know.  

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My complaint is due to incorrect billing Meternet for alarming high water/sewer bills that Meternet is unwilling to resolve. I live alone in a one bed, one bath 500 sq ft unit. I had been paying $60/month but in Dec 2024 it went up to $85 and Jan 2025 skyrocketed to $280 (base fee of $165). When I inquired about the increased, Meternet told me rates in ********* had significantly increased including base rates. They were rude and unwilling to resolve the issue. I decided to get my property manager involved. He recommended I remove autopay and pay the $60 I was previously paying manually. I removed autopay online but they continued to withdrawal from my checking account without my consent and $160 was auto drafted in April. Once again I asked my property manager to get involved and my bill has now been $32/month the past 2 months - an accurate amount for this unit based on my research. other units in this complex have all also received exceptionally high water bills, so this is not a one off. I asked them to either credit my account or use the overage fees for future bills and remove any late fees but they refused. My statements in question have been uploaded. Regarding my autopay, when I initially set up autopay online, they charged me a $25 late fee. When I inquired about this issue, they explained they need to initiate and remove autopay on their end. In other words, even though their website has an input to set up autopay, they also require a phone call to start or remove it, a deceptive practice. I've read several other complaints on BBB that are very similar to mine, therefore I took the time to file this complaint. Meternet is a repeat offender and they need to be investigated and ordered to stop taking advantage of their customers. I will also be filing a complaint with San ***********************

  

  Business Response

  Date: 07/29/2025

  I can definitely understand the frustration ****, and Im sorry about any confusion!
  
  Were hired by your community to split the buildings monthly water bill between each resident of the community.
   
  That means your water bill is the same percentage of the overall building water statement every month.  That percentage does not change.
   
  Usually that means its a pretty stable amount each month, as you've seen.  Unfortunately, it also means that if the buildings water bill is high for a particular month, then your water bill (and everyone elses in the building) would go up as well.
  
  It looks like the building water bill in December and ******* was unusually high.  This is why you and your neighbors' bills were higher those months as well.  We just divide the water bill that is sent to us by the property management company between the residents of your building.
  
  I can understand the frustration, especially if you havent used any extra water.  
  
  In terms of adjusting your bill, everything collected is reimbursed back to your community to pay for that overall building water bill.  Because your bill is a percentage of the overall building statement, were legally unable to make any changes to the amounts due without approval from your property management.
  
  That being said, due to the confusion, Ive had the late fees for your account refunded.  I hope that helps some, and if you do have any other questions, please feel free to reach out to me directly at ************************************* and I'll be happy to help out.

  Customer Answer

  Date: 07/29/2025

  This has been a reoccurring issue, both for this complex as well as all the other complaints I have read on BBB and I request that to be looked into further my the BBB. The high billing has been as recent as April 2025. Regarding the bills being split evenly among the units, this is untruthful. The bill for my one bedroom unit has been more than twice the amount of a two bedroom unit with multiple residents during the same billing periods. I have also not received an answer of why your auto-pay. Once again, when I initiated autopay and my payment was not withdrawn the following month, I was charged a late fee. This was due to your system and not an error on my part. Your refusal to refund that late fee when first initiated service illustrates unethical business practices. When I terminated my autopay due to your erroneous billing, you continued to withdraw from my checking account which equates to illegal business practices.  Once again, I request the overage funds you illegally withdrew to be used for to credit my current/future bill and all late fees credited, including when I initiated autopay. 

  

  Business Response

  Date: 08/04/2025

  More good questions ****, and I agree, it is absolutely a strange ***** in costs and usage!
  
  I just double checked the community water bills, and there was a massive increase in usage for this period.
  
  The normal overall community usage is usually between ****** Hundred Cubic Feet (HCF) of water used per statement.  
  
  However, it rocketed to 279 HCF during this time frame!  That's three times as much water as is normally used by the community!  Do you know if there was a leak at the property? 
  
  Again, I'm not sure what would cause that *****, but the property management asks us to split the overall water cost for the property between the residents.   Your neighbors should have definitely had a larger bill, just like this during that time frame as well.  The split is also weighted by number of residents.  We rely on the management to inform us as to how many residents are in each location, which allows us to accurately split the bill.  On your bill, you can see this indicated under the "Multiplier" section.  Your statement is listed as "1", which means one full time occupant at your address.
  
  In terms of the autopay, Im so sorry about the trouble and error on our part.  Credit Card Autopay can completely be setup and cancelled via the online portal, but unfortunately, e-check autopay is a manual process.  I can understand how that was not clear, and I apologize for the confusion there.
  
  We are crediting all late fees that have been assessed on your account.
  
  I hope that helps some, and please do keep me posted if I can help out with anything else.

  Customer Answer

  Date: 08/07/2025

  To answer your question, the property manager had plumbers inspect the entire complex three separate times since he initiated service. There were no leaks detected. The 279 Hundred Cubic Feet (HCF) you referred to, was my January bill in dollars ($279.55 - statements in question are all uploaded). My next door neighbor's bill at 4777 with two bedrooms & 2 residents was $117 for that same billing cycle. Once again, I only requested a credit of $100 from April's bill ($159.41- $60 that you I had previously charged before the erroneously huge bills. I did not even request credit for all the previous overages from the past several years considering the more accurate bills of $32 I've received the past few months . This seemed to be a very reasonable a but your service *** told me it was an absolute no go after consulting with management. This isn't about the money to me, but about the principle.

  As for the autopay, you should have a disclaimer that you website does not accept e-check. You also should have allowed your *** to credit a $25 late fee when when my initial autopay was not withdrawn.  You should have NOT been able to collect payments after I terminated it online when it shows terminated on my end. I will wait for your next bill and pay you the appropriate amount based on this $100 credit and no late fees; unless I hear different from you. Thank you!

• Initial Complaint

  Date:02/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  From Jan 2024, I have done a review of my account and I have found Red Tag Fees on my Account in the amount of $240 ($30 /Charge). This is also in addition to late fees which are a standard $15 which would bring it to a total of $450. This means on months when I use no water, I will have my bill doubled at times. I don't mind the late fees as companies have a right to issue a late fee usually in proportion to the bill. But this is not the case here. The Red Tag fee is predatory in nature and does not serve as a disciplinary measure, instead it perpetuates financial loss as the person can never catch up on their bill. It creates a loop that is not related to actual unpaid use of services. Water is an essential utility, it's not for fun. No other utility company I have charges these absurd $30 penalties + $15 Automatic late fee. Keep in mind before filing this complaint, I did make an attempt to call into customer service to resolve as well. If Red Tag fees alone are removed, I'm an outstanding customer whose account is up to date and pays for the use of my service. I'm currently paying for automated penalties at this point which seems like a complete money grab on a utility that I have no choice on.

  

  Business Response

  Date: 02/20/2025

  I can understand the frustration *****, and Im sorry for the confusion!  
  
  We collect on behalf of your community, and these fees are part of our contract with your community.  All of the funds we collect are reimbursed back to your community to pay for the community water statement.  When payments are late, this causes an impact to the community, as they then have to use the community reserves to pay for water that has been used by non-paying residents.
  
  Late fees are only issued if you submit payment after the due date on your statement (25 days after the statement date), and we even give a 3 day ***** period on top of that date. 
  RedTags are ONLY issued if payment is not received 30 days after the due date.
  
  Unfortunately, with your account in 2024, on average we received payments every two months, instead of monthly.  Thats why there were several late fees and red tags, as your payments were beyond the monthly due dates. 
  
  That being said, we know that mistakes can happen.  Payments can accidentally be missed, or other issues.  When that happens, were happy to work with you to help.  Just reach out to us, and we will reach out to your property on your behalf to be able to waive late fees and setup a payment plan. 
  
  Im able to remove the late fees and red tags from 2025 from your account, but any more than that would require approval directly from your Property.  If they approve, have them reach out to us with the approval, and we are happy to help.   In addition, we have your account setup to not have late fees for this next month.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  When this company took over our community, our first bill was overly calculated. I mean greatly, like 5 times the regular amount. We as a community complained and they corrected the charges, but blamed the previous company. Since, our bills are double what the previous company charged us. Forward to today, my bill has increased immensely with no changes to water usage. This company is not good at what they do. I believe that they are still reading the meters wrong. In these times, I cannot afford to be overcharged for made up water usage. They take no accountability for their errors. My bill went from $50 (previous company) to $80 (meternet). With no changes to water usage, my bill for the past 3 months has been $120+!!!

  

  Business Response

  Date: 12/13/2024

  
  Thank you for reaching out and I can completely understand your concerns and frustration!
  
  You are correct in that there was a mistake with the initial statement we sent you.  We did receive wrong information from the previous billing company, which resulted in incorrect statements.  We were able to work with your community to correct this, and Im glad to hear it was corrected on your end as well!
  
  In terms of your current costs, we are not the water company and do not set the rates.  We mirror the exact rates your water company charges your community for water.  We do not add any extra costs to that, and all the money collected is reimbursed back to your community to pay the community water bill.
  
  Unfortunately, that means if your water company raises their rates, the rates you see mirrored on our statements will increase by the same amount.  I wish we could adjust your statement and rates, but legally we must match the rates that the water company is charging the community.
  
  However, if you believe we are reading your meter wrong, let us know!  While we are generally very accurate, sometimes mistakes happen.  You can send in a picture of your meter showing the current reading, and we can use that to double check your statement.  If there is an error, well absolutely adjust your statement.  You can also see your meter reads on your MeterNet statement.  That way you can check every month and see if the numbers on your meter match the numbers we have on the statement.
  
  Please dont hesitate to reach out to our customer service team with any details or supporting information. We are committed to addressing your concerns and helping you understand your billing. 

• Initial Complaint

  Date:10/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ive been living at **************** community for 11 years. Ever since this management company took over and added a meter net to our community my bills have increased immensely. They charge me $30 every month for late fee. I have $50 taken out of my account every month for my bill, which I dont even use gas or barely take showers at home anymore. They charge around $6.00 for administration fee, additional fees for email billing and 3.60 for credit card payment. Intelligence Im sure they will red tag my property..This company is a money hungry company that doesnt care about customers especially if youre senior and **********. Meter net is a sub meter company and they do not provide any discount for ********** customers. They have rude customer service representatives that dont even know what theyre doing or never answer the phones. This company is definitely in business ripping off the consumer. Im willing to go to court on this matter if they dont change their policy and stop ripping people off.

  

  Business Response

  Date: 10/22/2024

  Im so sorry for the trouble *****, and I apologize for any confusion!  
  
  Our bills are based exactly on the rates charged to your community from the water and gas companies.  We do not have any mark up on those costs, and 100% of the money collected for that goes right back to your community to pay the water and gas bills.  I wish we could just adjust those bills or offer discounts, but because this is your communitys money we are legally unable to make any changes. 
  
  That being said, in terms of the late fees and red tag fees, we can help.  If you have setup an auto-payment, we can have all of those waived for you right away.  Im going to go ahead and get those waived for you, which will be much more than the $50.00 requested here.  I should have that setup on your account within 1 business day.

• Initial Complaint

  Date:05/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I was charged an extra $25 as a brand new customer due to my *** info being entered incorrectly. However, I was sent an email saying my bill had been paid, and then NOT sent an email stating that the *** had not gone through. They just silently added the fee and said nothing. The only reason I noticed is because I always pay my bills on time and noted that the withdrawal had not occurred. So I went to check on the website. The website is not formatted correctly for use on a cell phone and is unclear, difficult to navigate, and archaic. It appears that this business is designed to not serve its customers, as I read multiple other complaints on the internet describing MeterNet as shady. That is the word Id choose as well. I immediately paid with a credit card (adding an additional $3.50 fee, which is also shady). Then I called customer service and they claimed Id entered the account number wrong. They told me that Id been mailed a letter about it, and I specifically have requested to have all communication through email with all providers. So they can email me a bogus statement saying that my bill has been paid, but they cant email me about the payment not clearing? Thats shady! No offer of a refund or any effort to restore themselves to my good graces as a brand new customer. I found myself wondering if this is how MeterNet makes its money, by slapping fees on customers and not informing them or making any effort to make their services about customer satisfaction or to be user friendly. Very disappointing and I dont trust this company at all. If I could choose a different service provider, I would. Unethical and shameful. Will be sharing this experience with others.

  

  Business Response

  Date: 05/03/2024

  Hi *******,
  We are always looking for ways we can improve, so my sincere thanks for your feedback.
  
  I can definitely understand the frustration!
  
  When we go to process a payment through ACH, unfortunately, we dont know about a failure with the payment until the bank contacts us.  This can sometimes be several days later.
  
  Thats why you received the initial email about your payment successfully going through. From our end, it did process on that day. 
  
  Unfortunately, a few days later, we got an update from the bank that the payment did not fully fund.  At that point the bank charges us $25.00 for the payment failure, which is why that charge is passed on to you.  This is not a fee that we are making any money on. Its specifically a fee that we are billed by the bank for a failed payment.
  
  In terms of our website not being mobile friendly, you are right.  Its not pretty on a mobile device, and it's not a great experience.  We are working on a new portal right now, and I hope to have a new version for you in the very near future!
  
  In the meantime, Im going to get that $25.00 charge credited back to you to try and make things right. Im sorry for the bumps in the road, and I hope your experience with us going forward is much smoother.

  Customer Answer

  Date: 05/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  ***************************
  
   
  

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I have an enormous problem with the amount of my monthly bill! This problem has been ongoing ever since individual water meters were installed at each unit here where I live. I've been living here as a homeowner with my 86 year old mother for 20 years now. Our only source of income is our monthly Social Security payments which don't amount to too much of anything. Between our monthly mortgage payment and our monthly ***************, we're barely able to make ends meet. And then, when you take into account this outrageous water bill, which is simply beyond ludicrous, times financially are indeed tough for myself and my mother. I'm including a copy of my recent water bill, so that you may see with your own 2 eyes, in plain black and white, the reason for why my blood pressure goes up every time I get ready to submit payment. My gas and electricity utility bills are usually less than my ridiculous water bill. Because my mother and I qualified for special low income programs through Southern ******************* and Southern ********** ******* those bills are pretty much manageable. As far as our water bill is concerned, I have made a variety of phone calls to various entities, to see if mom and I could enroll in some kind of a low income program, but was turned away. Supposedly, there is no such program presently available. Nor will there be one in the near foreseeable future. In conclusion, thank you for making the time to read my letter. Please notice how my monthly rate for water on the bill included was only $9.60. Yet after all those insane additional charges were added, my bill skyrocketed through the roof with a total of $75.46 due!!! Simply unreal. Wouldn't you agree?Sincerely,***************************** ************************** ****************************************************************. *****

  

  Business Response

  Date: 02/07/2024

  Great question ***!
  
  I can completely understand your frustration and I wish I could help!   Unfortunately, we do not control the costs charged by the water company, nor their fees.  We only pass along the exact charges that your community's water purveyor, **********************, charges the community.   
  
  Each line-item you see on your statement comes directly from the community statement generated by the **********************.  We are contracted by your HOA to evenly split those costs between the residents at your community based on your exact usage, and are legally unable to make any changes to those rates without their permission.   
  
  if your HOA or the ************* has a low income program that they can enroll you in, we can absolutely include that on your statement!  ************* water purveyor can be reached at www.****.com.   We just need the information for that program from them in terms of what rates to apply to your account, and an email with their approval, and we'd be happy to get that set up.
  
  I hope that helps some, and please don't hesitate to reach out to us if we can help out with anything else.   
  

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Dear BBB, I hope this message finds you well. I am writing to express my concerns regarding a recent increase in my water bill through MeterNet Sub-metering Services, which I believe is unjust and requires immediate adjustment.Upon a careful examination of my most recent water bill ******** Number: ********, I was taken aback by a significant surge in the charges for water consumption. Throughout my history as a customer, I have prided myself on being responsible and consistent in paying my bills on time. I have also been diligent in monitoring my water usage to contribute to conservation efforts.However, this sudden increase in charges does not correlate with my actual water consumption patterns. There have been no reports of unusual leaks or issues on my property that could account for this substantial and unexpected surge in expenses.In an attempt to gain clarity on this matter, I reached out to MeterNet and engaged in a conversation with one of their representatives. It came to my attention that, for the months of Marchthough July, their system had experienced downtime, leading to estimated water usage during those periods. What further complicates this situation is the unavailability of my statements for those specific months on their website, despite my efforts to access them. The representative explained that they had estimated my consumption at 4 meter units, which she then went to say it ended up being an underestimation compared to an actual usage of 6 to 7 meter units used those months. This discrepancy has raised questions in my mind. I am confused as to why they opted for an estimation of 4 meter units when my historical usage had consistently been higher. Moreover, it remains unclear how they deduced that my consumption was 6 to 7 meter units during the system downtime, and it is unsettling to me that, after several months, they are charging me almost double the usual amount for an error in their calculations. It is unfair for customers to be confronted with such an unexpected and substantial charge increase without prior notice or an opportunity to address potential discrepancies. I firmly believe that it is the company's responsibility to rectify this situation, as it was their error in underestimating my consumption. I understand that mistakes can happen, and I am confident that we can resolve this matter amicably.I appreciate your prompt attention to this issue and your assistance in ensuring that my water bill accurately reflects my consumption. Thank you for your understanding and cooperation in addressing this matter. I eagerly await your response and a swift resolution with this company Sincerely,***************************

  

  Business Response

  Date: 10/20/2023

  Im so sorry for any confusion *******, and I apologize that you were not able to get more clarity on your questions!
  
  1. System down time- 
  -The system we use to read your meter was down for several months earlier this year. The meters themselves were perfectly fine and continued to register your usage during that time. We worked with your community to resolve this, and were able to bring the reading system back online at the end of August.
  
  2. Unavailability of statements- 
  -Im not sure why you are unable to access your statements online, and I will look into this.  In the meantime, we do have all your statements available.   We can send those to you digitally or even new ones in print any time you request them.   Just send us an email to ******************************************** and well be happy to have those sent over right away.
  
  3. Low estimation-
  -When we are unable to connect to gather someones usage, we will estimate the usage.  That way we can avoid any surprise bills.   That being said, when we estimate, we always go a little lower than your normal average.  The last thing we want to do is accidentally over bill you, and have you pay for more water than you actually used.
  
  4. How did you figure out the consumption during the downtime?- 
  -Your meter was still registering usage during this time.   The only thing that was not working was the system that sends us the reading of your meter (over the internet).  Once that system was replaced with a new one, we were able to get the exact read again from your meter.  Your historical usage over the last three years has been 7.9 units per billing cycle.   If we only look at your usage average over the last four billing cycles, which includes this invoice, youre actually lower than your average at 6.8 units per billing cycle.
  
  Definitely let me know if you have any questions on the above, or if there is anything else we can help out with.

  Customer Answer

  Date: 10/20/2023

  Dear MeterNet,

  Understand that estimating the bill was not my responsibility, and I appreciate that it's a complex process. However, it would have been beneficial if historical data from previous months and years had been considered to provide a more accurate estimate, closer to what the customer typically pays. In the event that it slightly exceeded the budget for that month, I believe it would have been preferable to estimate a bit higher on that month statement and to later receive a refund than to face the shock of receiving three extreme bill statements in a single month.
  
  From a customer's perspective, it felt like a decision made by the company without adequate communication or customer awareness. I received three statements, and during any of those times, I could have been informed about what was happening, allowing me to prepare for the variation in pricing. Alternatively, the company could have proactively reached out, and I could have provided meter photos to ensure a more accurate estimate.
  

  I understand that challenges can arise, but I don't believe it's fair for the responsibility to fall on me when a poor judgment was made. I hope that moving forward, we can adopt a more transparent and collaborative approach to better manage these situations.

  Respectfully,

  *******

  

  Business Response

  Date: 10/23/2023

  Great questions *******, and I can definitely understand the concerns!
  
  1.  It felt like a decision made by the company without adequate communication or customer awareness
  - I'm so sorry you felt like you were in the dark on this! We had been working with your community on why your meter and others were not providing us with the reads and on the fix. Usually the community coordinates with the residents to ensure they are updated. I apologize if this was not communicated to you, and I can understand the frustration!
  
  2.  In the event that it slightly exceeded the budget for that month, I believe it would have been preferable to estimate a bit higher on that month statement and to later receive a refund than to face the shock of receiving three extreme bill statements in a single month - 
  I understand and agree, and I wish that were the case for everyone!  Unfortunately the majority of the residents we work with prefer to have us underestimate in these situations, than accidentally overbill.  That being said, we almost always can offer no-cost payment options as we can understand how an unexpectedly larger bill can caused budgeting issues.  I've setup your account to not have any late fees for the next 6 months - that way you don't have to pay for the back bill all at once, and can make payments as needed.
  
  Thank you again for your feedback, and if there is anything else we can do to help, please let me know.  

  Customer Answer

  Date: 10/26/2023

  Dear MeterNet,

  I appreciate your prompt response; however, I still have concerns about the situation and feel that the responsibility should not fall on me due to what appears to be a lapse in judgment on your company's part. Your proposed solution still leaves me responsible for an issue of which I was not previously aware. Had I been informed, I would have gladly taken a proactive approach and provided daily meter readings to avoid this predicament.

  I have been in the process of taking a daily picture of my meter to ensure that such issues do not recur in the future. In light of this, I respectfully request the removal of these charges. Your understanding and assistance in this matter would be greatly appreciated