Complaints

This profile includes complaints for Guardian Water & Power, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Guardian Water & Power, Inc.

  1650 Watermark Dr Ste 170 Columbus, OH 43215-7006

  
• 

  Guardian Water & Power, Inc.

  PO Box 163488 Columbus, OH 43216-3488

  

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:07/29/2025

  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.

  For the past 3-4 months, our electricity bill has been drastically increasing despite low usage on our end. We barely turn on our air conditioners to keep the usage down but for some reason, the readings posted in the last few invoices have always been high (each invoice period is higher than the previous one). We live in a 2 bedroom apartment complex and when we asked our neighbors the max amount they were billed, they said $70 max when they kept their air conditioner on for multiple hours on end. Our bill for this month alone was $78.76 despite relying on fans and turning off appliances and lights whenever we can.

  I talked to customer service 4 times already and no resolution has been made. They always told me that they will contact a tech and would never get back to me. When I call back regarding the status of the tech, their response has always been, "the tech didn't respond". How am I supposed to know that the meter readings are actually accurate and not just take their word for it?

   

  

  Business Response

  Date: 08/05/2025

  In response to the BBB Complaint ID ******** filed by ***** ********, here is what we found:
  
  1. Guardian Water and Power has been contracted to provide monthly electric bills and customer service for this property.
  2. Guardian is not the utility provider; therefore, the meters do not belong to Guardian.
  3. The technician that reads the meters monthly did go look at this meter and said that there was nothing wrong, but he did clean it to remove any gunk that builds up overtime.
  4. If we compare the 10 monthly bills prior to the last 4 months, the average monthly bill was $37.70.
  5. We are going to reduce the last 4 months of bills to all be $37.70. Meaning we are going to issue a credit of $113.22.
  6. We will continue to monitor this units bill over the next couple of months but keep in mind that the monthly electric rate is higher than it has been in the past and, based on the history of the rates, it will most likely continue to increase.

  Customer Answer

  Date: 08/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23673020
  
  I am rejecting this response because: 

  1. Thanks for letting me know that Guardian isn't the actual utility provider. However, its unacceptable that I just find out about this after 4-5 customer service calls where the customer **** didn't even mention this once. 

  2. If it isn't the utility provider, who is the actual utility provider that provides different metering services such as a meter accuracy check?

  3. I didn't ask for a technician just "checking" the meter. I specifically am requesting for a meter accuracy check which to my knowledge involves turning off almost all circuit breakers of the apartment besides one (which is being used for the kilo-watt meter check). I want to know if the actual meter readings are right. I am suspecting that my meter might be used by other common appliances or there might be a case of cross-wiring and I would like to ensure that is not the case.

  4. I do not see any balance credit on my current account and it still shows the amount that I owe despite already paying that bill.
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 08/20/2025

  Here is what we found:
  1. The electric meters are read by *****************
  2. Guardian has been told the meters should be read this week and that when the technician is on site to do this, they were going to knock on door to test the meter. As of today, this is the only information we have received from *****************
  3. The credit of $113.22 has been applied to the account.

• Initial Complaint

  Date:07/14/2025

  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.

  Complaint Summary: Guardian Water & Power is attempting to bill me for electric usage without confirming whether any electric submeter exists for my unit. I have repeatedly requested documentation showing:

  (1) the make, model, and serial number of the electric meter used for billing,

  (2) when that meter was activated and by whom,

  (3) whether usage data is actual or estimated, and

  (4) who provided that data to Guardian.

  The only visible device in my unit is a ******* **-20 water meter. Guardian confirmed it is not used for electric metering, yet continues to suggest an electric bill is forthcoming. I am listed as the customer of record for electric and **********************. Bills are sent directly to me, not the landlord. Guardian has acknowledged they are a third-party billing agent, not a utility provider.

  I was told in court on July 1, 2025, that E and ********************* and Guardian were working together to fix my billing. I was not notified of this and have received no clarification on whether my billing setup is being changed. This raises major concerns that any bill issued could be backdated, estimated, or based on shared master meter usagewhich is improper, especially in a LIHTC property, where rent is reduced based on a utility allowance ($99/month) and actual consumption must be tracked. 

  

  Business Response

  Date: 07/22/2025

  Guardian Water and Power has been contracted by the property owner/manager to supply the electric meters and transmitters and process monthly billing for individual usage.
  The electric meters/transmitters were programmed and shipped to the property but were not installed by Guardian.
  The transmitter ID for this unit is programmed as BBE038BD. This transmitter is attached to the meter and should be located behind the meter counter display that the resident can see.
  According to the resident, the meter counter display that they see is reading 0 for the meter reading. Understand that this display does not need to be working for the meter and transmitter to still relay information. If the display is reading 0, it would be up to the property owner/manager to repair.
  The electric meter would start working at the time of installation and when the electricity is turned on at the property.
  There is an individual meter installed for each unit. ie; 50 units = 50 meters.
  As Guardian did not install these meters, we are not aware of the location of the meters. The resident would need to confirm with the property owner/manager as to where they had the electric meters installed.

• Initial Complaint

  Date:06/05/2025

  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.

  So in January of 2025 I owed 250 dollars for my water it was actually 4 something with the late fees that they put on my bill ** May 25th I received a bill for $***** in which I am about. To pay now however I looked online of my apartment complex and it says ****** and it say billing period 01/06/2025 to 06/01/2025 there is no way I should owe anything except for May so I'm gone give them a money order for .$40 for the 36 dollar bill and they gonna have to show me where the rest come from there's no way my bill jumped from ***** due 0601/225 one week to****** the next week due 06/01/2025

  

  Business Response

  Date: 06/23/2025

  In response to the BBB Complaint ID ******** filed by ******** ******,here is what we found:
  
  The bill in question of $149.04 is a corrected bill for the time period of 1/6/25 5/1/25.
  This account is set up to make payments to the property management, therefore we have no record of any payments or amount due.
  The corrected bill contains sewer charges based on water usage as these were not included in the original bills that were sent.
  Again, since Guardian does not collect payments for this property, the resident would need to work with their property management to determine what amount they owe.

• Initial Complaint

  Date:02/17/2025

  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.

  We very unfortunately entered into a 3-year contract with Guardian back in 2019 and have regretted it since. You may wonder why a 3 year contract signed in **************************************** 2025 - that's because they insist the contract goes until Oct '25 and their General Counsel (***** ******) who signed off on the contract wording now won't return several attempts to discuss.

  We entered into the original agreement based upon discussions / representations of Guardian as to the expected performance of their service. Soon after spending ~$100K on submeters from Guardian and starting the billing, we learned the actual experience was far different than the experience they sold us. As a result, we've had years of paying Guardian thousands of dollars for a service that doesn't deliver the financial return promised. We have offered to resolve this, however our reasonable offers have been returned with threats of collection and refusal of their General Counsel to return emails asking for a call.The contact is attached.

  As you can see, the contract becomes effective upon the date of the Clients signature on the first page which is 9/3/19 NOT on the date of the first bill / start of service. It further states that **** responsibilities under Section 1 of this **************** Agreement shall begin on the first day of the Billing Term. This addresses Guardian Water & Power's (GWPs) responsibilities only NOT Clear Capitals responsibilities which are contained in a separate section of the agreement. Since our obligations commence upon signing of the agreement and Guardian only stipulate that **** responsibilities under Section 1 of this **************** Agreement shall begin on the first day of the Billing Term. without also stating ************** responsibilities, we do not believe we are under any obligation to continue payment.

  

  Business Response

  Date: 02/21/2025

  In response to the BBB Complaint ID ******** filed by ***** ********, here is what we found:

  Clear Capital is cherry-picking contract language for its own benefit to justify early termination. Section 9 contains two distinct provisions: (1) GWPs responsibilities, which begin on the first day of the Billing Term, and (2) the definition of the Billing Term itself, which applies to both parties.

  
  The contract states that it is "fully effective and binding as of the date of the Clients signature" (9/3/19). It then specifies that "GWPs responsibilities under Section 1... shall begin on the first day of the Billing Term." However, the Billing Term is separately defined as "the period commencing on the date of the initial billing and continuing for 36 months."

  
  Nowhere in this definition does it state that the Billing Term applies only to GWP and it is in fact clearly implied that it applies to both parties. ************* is ignoring this clear language and attempting to claim that its obligations ended upon signing, when in reality, the contract explicitly ties both service and payment obligations to the start of billing. Guardian Water & Power has upheld its contractual commitments and remains open to discussions. We will take ************** proposed resolution into consideration, but we are not agreeing to it in this response.

  Customer Answer

  Date: 03/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22952618
  
  I am rejecting this response because: 

  The business responded: ************** is cherry-picking contract language for its own benefit to justify early termination. Section 9 contains two distinct provisions: (1) GWPs responsibilities, which begin on the first day of the Billing Term, and (2) the definition of the Billing Term itself, which applies to both parties."

  In actuality, I believe its the business who is cherry picking (or more appropriately manufacturing) wording in the contract. While there is indeed a definition of Billing Term, nowhere does it state that it applies to both parties, and notably it's not found anywhere as an obligation under "Client's Responsibilities".

  The business responded: "The contract states that it is "fully effective and binding as of the date of the Clients signature" (9/3/19). It then specifies that "GWPs responsibilities under Section 1... shall begin on the first day of the Billing Term." However, the Billing Term is separately defined as "the period commencing on the date of the initial billing and continuing for 36 months.""

  Again this supports our case - this ties to ***'s responsibilities and NOT our (client's) responsibilities which are specifically listed but do not include this.

  The business responded: "Nowhere in this definition does it state that the Billing Term applies only to GWP and it is in fact clearly implied that it applies to both parties. ************* is ignoring this clear language and attempting to claim that its obligations ended upon signing, when in reality, the contract explicitly ties both service and payment obligations to the start of billing. Guardian Water & Power has upheld its contractual commitments and remains open to discussions. We will take *************s proposed resolution into consideration, but we are not agreeing to it in this response."

  Key here is the wording they use "implied". Contracts tie to the actual wording, and not "implied" wording because that is what the business wants. In fact, ambiguity should and does favor the customer and this is ambiguous at best for them. The wording does not bind ************* absent their hope of the "implied" meaning.

  Further, after sending Guardian specific written instructions to halt their draw of funds upon our account, they have continued to pull money from our account. We remain open to the resolution proposed which we believe more than fair after spending so much money with Guardian based on their representations in the sales process that ended up far from reality. We have been damaged by >$100,000 payable to Guardian at this point. Our proposal is a small fraction of that.

  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 04/07/2025

  In response to the BBB Complaint ID ******** filed by ***** ********, here is what we found:
  
  We have reviewed Clear Capitals follow-up and respectfully maintain our position as stated. We will not continue to debate or attempt to litigate this matter through the BBBs platform. 
  The BBB is designed primarily to assist consumers in resolving complaints against businesses, not business-to-business disputes. This complaint is strictly business-to-business in nature and therefore falls outside the scope of the BBBs intended purpose.
  Furthermore, the BBB guidelines specifically state it does not handle collection of payment owed for goods or services provided and does not act as a collection agency. This dispute involves both a billing disagreement and a perceived service issue, specifically for a payment owed by ************* for services provided that it disagrees with. 
  We respectfully request that the BBB close this complaint accordingly.

  Customer Answer

  Date: 04/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22952618
  
  I am rejecting this response because this is not simply a billing dispute at they suggest. Rather, it's an issue with this company's sales process and misleading statements to induce customers like us into contracts for services. 

  This company has made tens of thousands of dollars off of us, and has refused an incredibly reasonable offer to part ways. 

  Regards,
  
  ***** ********

• Initial Complaint

  Date:01/14/2025

  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.

  Water bill and meter discrepancy described in attached letter

  

  Business Response

  Date: 01/24/2025

  In response to the BBB Complaint, please understand,  the meter installed in the unit does not belong to Guardian Water & Power. Therefore, any meter checks or service would need to be initiated by property management.

  It would be up to property management to have the meters inspected.

  We can tell there were high bills in August, September and October 2024. Since then, the bills have gone back down.
  It was admitted they found 2 water leaks.

  The bill in December 2023 was a bill for multiple months when we were unable to obtain a reading due to a disconnect which was discovered when the unit was serviced on 11/15/23. This was repaired.

  
  

  Customer Answer

  Date: 02/09/2025

  Hello **** While I was traveling I received a phone call from Guardian Water.  I was driving so did not take notes, but the person on the phone explained that all the overcharges for ***************************** were 'adjustments' as **************** had not been billed properly from the beginning.  This makes absolutely no sense. 

  After talking to other Creekside residents to understand what they are paying for water each month, I got amounts between $50 and $80 per month with households of two or more people. Note that 49 Bay Tree has been occupied by one little old lady who did one or two loads of laundry per week and had low water use in her patio. 

  I did som basic math r.e. the charge for the charge of $911 for December 2023.  This amount, according to the Guardian representative, was to make up for 6 months that 49 Bay Tree had not been charged correctly.  6 times 80 is $480.  The numbers do not add up. I know I am tilting at windmills, but my sense is that Guardian water has some careless practices that result in overcharges, generally to people who are on autopay and are not paying attention.

  Thanks for your continued attention.

  ****** ******* POA for ***** ****** (now deceased) *****************************

  

  Business Response

  Date: 02/19/2025

  In response to the BBB Complaint ID ******** filed by ******** *******,here is what we found:
  
  Looking over all information, there are no overcharges due to unit not being billed properly from the beginning.
  We cannot compare usage from any other unit at the property when everyone uses water differently or could have leaks.
  Regarding the $911 bill that was calculated in Dec 2023 is for over 7 months of water usage.
  It was determined there was a disconnect in the metering system (transmitter not attached to the meter in the unit). Guardian serviced this in November 2023 and repaired it.
  This service allowed us to start getting reads from the meter.
  

• Initial Complaint

  Date:11/04/2024

  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.

  There has been an ongoing issues with billing regard water usage from the company, in conjunction with the existing HOA. Water usage does not align to the water meter, assigned to the property. Evidence has been provided to assert this claim. Despite the passage of a year, the issue persists. Residents of the community have reported a similar issue in *********** with the company. Illustrating the meter is not communicating properly with the company's server.

  

  Business Response

  Date: 11/25/2024

  In response to the BBB Complaint ID ******** filed by ******* ******* *******, here is what we found:
  
  Guardian has been working with the property management to provide pictures of the meter and transmitter located in this unit.
  Once the property management provided the information, it was determined that we are reading the correct meter and transmitter that are programmed for this unit.
  It was also determined that the transmitter was not programmed to match the meter reading.
  The account representative for this property is working with the property manager to correct the issue with the incorrect readings.
  In the meantime, a corrected bill was issued in November for the incorrect reads that were billed.
  I have attached a picture of this bill.  

  Customer Answer

  Date: 12/16/2024

  After speaking with Guardian customer service regarding the issue, I was informed a equipment order had been placed, but has yet to be installed.

  Inquiring with both the property manager and Guardian, I have been left without information pertaining to the current read of the meter, which I the owner am responsible for paying. Speaking with Guardian, I have asked for all correspondence and information pertaining to this issue between parties, incessantly inquiring for photo documentation of the water meter for my own documentation.

  I am presently awaiting information pertaining to this issue, on my second inquiry attempt with customer service. Unfortunately, the water meter is only accessible to the property manager, and no correspondence of the present status the meter has been shared with me, the owner, since September 2024 despite dual requests for this data to both parties.

  Per the affidavit of the business on 11/25/24, in my previous compliant, the company is presently receiving record of this meter. However, per the affidavit of the invoices provided, the usage has been inconsistent. As the invoices demonstrate the usage is incorrect. This issue dates back to September 2023, without resolve. I too understand, the water equipment is presently not to code, per statement of the property management, to the dissatisfaction of other owners.

  Ultimately, I would like resolution for accurate and consistent billing without a monthly review by property management and myself. Currently, I am at the mercy of this billing, as failure to pay will be a delinquency **** on my part.

  The attached documents will demonstrate the following:

  the timeline of this issue being over a year,

  the equipment is faulty,

  both involved parties are knowledgeable of this information, and

  that I have inquired multiple times for this information to be shared with me without resolve of information being provided.

  

  Business Response

  Date: 12/20/2024

  In response to the BBB Complaint ID ******** filed by ******* ******* *******, here is what we found:
  
  Following the Nov corrected bill the ** reset the transceiver on 11/08 so that we could address reprogramming.
  Tech services completed the reprogramming on 11/18
  Due to the delay in reprogramming and this property billing an entire month behind (prior 1st-1st) this triggered the incorrect 11/01 reading to be entered for Dec billing.
  Applied Dec balance as a credit and created a new Corrected Dec bill to mail out today. See copy attached for reference.
  Resident will need to discuss access to meters with property management as Guardian cannot provide this access.

• Initial Complaint

  Date:07/22/2024

  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.

  When I first moved in there was no fee for water and then the property managers decided to start charging and uses guardian to facilitate that. We were advised that there MUST be a water meter installed in EVERY unit to ensure proper charges. I have searched my unit over and over and there is NO WATER METER yet I still get a bill every month. How do they know what to charge me for usage if there is no meter? Every month they post a reading but how when there is NO METER IN MY UNIT! The property manager constantly tells me guardian installed a meter but can't tell me where and where guardian tells me to look for it there is no meter there. I do not believe I use as much water as they bill me for and I have no way to prove it because they didn't install a meter they just charge me. They told my property manager they installed a meter then why can't I find it. I have a legal right to compare my bill with the meter to make sure I'm not being overcharged but I can't do that because there is NO METER! how do I know that I haven't been overcharged for the year and a half since they claimed they installed a meter but didn't.

  

  Business Response

  Date: 07/29/2024

  In response to the BBB Complaint ID ******** filed by *************************,here is what we found:
  
  The property in question is a condominium that is rented out by the condominium owner.
  The complaint that has been filed has been filed by the renter of the property.
  Guardian bills the condominium owner for water usage, not the renter.
  We have spoken to the property management, and they have advised that they will be working with the owner of the condominium.
  Per the property management, there is a meter installed for every unit.
  Some meters are not installed in the specific unit due to very old plumbing at the property and location of some shut off valves. This is mainly for units with no basements.
  The property management has stated they will obtain a picture of the meter and have the owner of the condominium unit contact their renter for an explanation with the meter picture. 

• Initial Complaint

  Date:07/09/2024

  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.

  I am a member of the *** board for a condo in *********, ** that hired Guardian to submeter our units. They did not do this properly for 19 months, but did not notify anyone that there was an issue beyond a vague error code on the bill with no details or instructions. Then out of the blue, with no notification, warning or approval by the *** or property management company, backbilled all residents for the 19 months, some of which was 100x the normal monthly fee. For example, I personally paid $15 starting the month I moved in, then was charged this April a charge of ~$1,400. We have attempted to address this over many months, escalating 3 times to various managers, with the request of 12 months of fees returns (of the 19 where they were not doing their job), which amounts to less than $2,500 total to cover all residents in this building. They have not only not been willing to come to a reasonable resolution, the account managers there have been actively avoiding our polite calls and not responding to professional emails. This is truly cowardly and embarrassing for them. Seeing the other reviews here, it seems as if faulty equipment, incorrect metering and backbilling unexpectedly is par for the course for this company. NEVER hire this company. They can't seem to figure out how to do the one job they are hired to do, and refuse to engage with their customers in a reasonable way to resolve the issues. This is a truly disgraceful American business and CEO ***************************** should be ashamed of his operation.

  

  Business Response

  Date: 07/17/2024

  In response to the BBB Complaint ID ******** filed by ***********************, here is what we found:
  
  Guardian notified the management company (who is our point of contact) that we were no longer going to be able to retrieve reads until the reading equipment was upgraded.
  

  After receiving no response about upgrading, Guardian then minimum billed the residents at the property as we were not able to determine usage.
  

  Before billing each month, reports were sent to the management company showing what we would be billing. These reports are also available on our portal for them to view. These reports did show error codes, with explanation & minimum bills for each resident.
  

  Guardian was finally contacted about the minimum bills. It was decided to do the upgrade to the equipment at no charge to the client even though it was not under any warranty. Once the equipment was upgraded, Guardian did back bill the residents for their usage during the previous months. Since this time, Guardian and the *** have come to a mutual agreement (details of agreement withheld).

• Initial Complaint

  Date:07/07/2024

  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.

  For 2 months the bill has had an error code stating a meter malfunction. They have been here twice to install a new meter. ************ is provided to my landlord,but the bill comes to me and I pay it monthly with my rent. My concern after looking at prior bills is that it does not show what the rates are, just a total mount for water and sewage. I was unable to see a consistent rate.

  

  Business Response

  Date: 07/15/2024

  In response to the BBB Complaint ID ******** filed by *******************************,here is what we found:
  
  Guardian was at the property once on 5/21/24 to install a new submeter.
  The bills from Guardian, a 3rd party reading and billing company, not a utility company, do not have the billing rates on the bill.
  **************** can reach out to our customer support team via email at ************************************ or via phone at ************ to get a breakdown of the rates used to calculate the bills.

• Initial Complaint

  Date:07/01/2024

  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.

  I have been trying to get my name off of an account with ********************** since I moved out of a unit. I am no longer using their services. I am still being billed for a unit in which I do not live. For over four months now. After requesting numerous time, they still say my account is "pending." My account should not be pending for four months and I should not be being billed. The account should have transferred to the new tenant by now and I should not be dealing with them in any way shape or form.

  

  Business Response

  Date: 07/03/2024

  In response to the BBB Complaint ID ******** filed by *****************************, here is what we found:

  1. Customers name was removed from the account on 7/2/24. 

  2. It is the policy of Guardian that all move in and move outs for this property are to be supplied by the property management and not the resident(s).

  3. Guardian was finally able to verify with the property management that the resident should be removed from the account.