Complaints

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

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  Water Systems, Inc.

  105 Southeast Parkway Suite 107 Franklin, TN 37064

• 

  Water Systems, Inc.

  P.O. Box 31569 Clarksville, TN 37040

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:04/12/2023

  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.

  My condo community just switched to Utility Billing Services, watersystems.com within the last couple of months. In going online to establish my *** payment instructions, I mistyped a single number in my bank account number. I was not asked to review or double check the *** info and wasn't emailed any information to confirm. The *** info was deleted when the transaction failed. I had to spend ******************************************************************** the information to verify what happened. I was charged $30 when Utility Billing Service tried to use this erroneous account number to draft the money. Their excuse was, 'our bank charged us, and all banks do that. so we don't see anything wrong with that.' I don't think it's acceptable that they are passing a $30 fee for a typo or that their bank is doing this but that's not a relationship that I have control over. This is horrible customer service and they should absorb the cost, request to have it reversed at their bank--which they refused to do--or at the very least attempt to advocate for the customer. Their was zero customer advocacy and zero remorse on their part. i request the $30 be credited back to my account for their complicity in this bank thievery.account number: ***********

  Business Response

  Date: 04/12/2023

  I certainly apologize for any confusion.  It is reflected on each bill processed that a $30 handling fee is charged for all return payments.  As the payment was returned to us and it was not an error on our end, the $30 return payment fee was charged.  Regarding your mention of your *** being deleted, when the payment was returned, we did not delete your information; however, we did make the *** option inactive.  This was done so the incorrect bank account number would not be drafted again and result in further returns and additional return payment fees.  As the return payment fee was not assessed in error, we are unable to waive the fee.  

• Initial Complaint

  Date:04/06/2023

  Type:Product 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.

  The water company has been doing fraudulent meter readings. They billed me almost $400 for ****** gallons of water usage in one month! This is due to them not reading my meter since October of last year and guessing the numbers/usage. Which lead to under usage. This has happened to several other homeowners in our community.

  Business Response

  Date: 04/06/2023

  I certainly apologize for any confusion.  I have reviewed your account and you have been billed based on the meter reads received from the third-party meter read company.  As the meters at the property are pit meters, you are able to view your meter at any time to see if the meter read reflected has incremented from the read reflected on your latest bill.  As we are simply the third-party billing company hired to bill at the direction of property management/HOA, we are billing to reimburse for the city bill being paid for the entire property and can only make adjustments to billing at their direction.  We were advised by ***************************** that they had met with you to discuss your billing and everything checked out, there were no further concerns, that the confusion was figured out, and the billing was correct. 

• Initial Complaint

  Date:01/27/2023

  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.

  I am reporting this company for the third time in less than a year, we have not lived at the address ********************************************************************************************************** since we had a fire on august 4, 2022. I have called the water company numerous times to have my water shut off and they refuse to shut it off. Tuesday January 17, 2023 I had to call the property manager and the owner to report the water pipe was busted and neither answered my call nor called me back. On Wednesday January 18,2023 the property manager and maintenance guy cut the lock off of our breaker box resulting in me calling the police. We came to an agreement we would be out by the end of the weekend and I called this company today to have the water shut off and they still refuse to shut it off saying theres an eviction in process (of which there is not, I confirmed it with the courthouse directly after) How is it this company can turn water on in someones name without their authorization just by talking to a property manager? It was in our lease that WE were responsible for the utilities and yet we can not have them shut off. I have gotten 3 cut off notices and its not been shut off and they refuse to shut it off. I also have a few videos supporting my statement as well but it wont let me upload, only pictures. I am not the only tenant to have these issues.

  Business Response

  Date: 01/27/2023

  As previously advised, *** is simply the third-party billing company contracted to bill at the direction of the property owner/property management and cannot make changes to your account until advised to do so by the property owner or property management.  Any complaints regarding the billing or your lease would need to be directed to the property owner.  

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18939055
  
  I am rejecting this response because:
  We do not live at the address and the owner/property manager knows this, you keep saying to contact the owner or property manager but how do you expect me to do that when they refuse to answer any of our calls? You are committing fraud, nobody authorized for you to open an account in our name and now you refuse to close the account. I have the conversation recorded stating that its in our lease that we authorized them to use our information to open an account but it is no where in the lease. I want to see proof we authorized someone to use our information to open the account. If we cant be given proof then it will be added to the lawsuit. 
  Sincerely,
  
  *************************

  Business Response

  Date: 01/30/2023

  We reached out again to property ownership/management Friday to see if we have authorization to close your account.  If authorization is received, we will absolutely close your account as directed.  As the billing agent for the property, *** is contractually obligated to bill at the direction of property ownership/management which is what is being done.  We were previously advised by the property owner, if you had any further concerns, to reach out to their attorney.  Please note, we are not committing fraud as we are billing as directed.  Any concerns or complaints regarding your lease, billing, and setup of your account would need to be discussed with property ownership/management, or as property ownership directed us to advise, their attorney, as *** is not able to provide any further information.  
  

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18939055
  
  I am rejecting this response because:
  As I stated before, owner nor property manager will accept my calls or texts, but yet I keep getting told to contact them, or their lawyer???? I do t even know who their lawyer is so do you suppose I do that? Yes you are committing fraud, as we did not authorize our information to be used for anything so the account was fraudulently opened and now we cant get it closed??? So yeah that is fraud. 
  Sincerely,
  
  *************************

  Business Response

  Date: 01/31/2023

  Again, as *** is simply the third-party billing company, *** bills at the direction of the property owner. Any changes to your account must be directed to *** from the property owner/management.  *** has not been directed to close your account at this time.  Regarding being unable to get in touch with the property owner, I have advised the property owner and manager that you advised you have tried to reach out but have been unsuccessful and have advised that you do not know how to contact their attorney.  Unfortunately, this is all we are able to do.  

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18939055
  
  I am rejecting this response because: its all bull c*** because it is illegal to use someones information to open an account without permission or authorization to do so and then not even let the owner of the account turn it off. You just bill them for months after moving out 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/02/2023

  As previously advised, we are billing per the direction of property owner per the contract - *** may not open or close accounts or make adjustments without direction from property ownership/management.  Any concerns regarding your billing and lease need to be addressed with the property owner/management as there is nothing further we are able to do. 

• Initial Complaint

  Date:11/21/2022

  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.

  This company overcharges for their so called services. For a $15 water bill they add over $18 for processing fees, then charge you another $5 to pay by credit card. Initially, they were charging late fees when we didn't even get a bill via the post office or if we sent a check it might not be received because of the post office didn't deliver in time. We contested this & they said if we received monthly bills online that we could pay by c.c. Last month we never received a bill, only to find that they charged us a delinquent fee. When I called to complain about tall this they did not do anything to help resolve it. Seems they charge whatever they want to & you have no recourse. There have been many other complaints of the same nature by others.

  Business Response

  Date: 11/21/2022

  I certainly apologize for your frustrations.  The processing fee is charged to obtain the meter reads, calculate the bills, process the bills, and maintain the submetering system in place at the property.  The $5 convenience fee is charged to pay online or over the phone as we are charged to provide that service.  However, we do offer other ways to pay to avoid that fee - payment can be mailed or you can sign up for ACH to have your bank account automatically drafted each month.  Regarding the late fees, unfortunately, we have no control over when the **** delivers the bills and are hearing of more and more delays with the **** delivering mail.  However, we do offer other ways of receiving and reviewing your bills.  You can sign up to receive your bill via email to avoid any delays with the ****.  You also have the option to view your account, including copies of your bills, anytime at www.watersystems.com.  

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18445126
  
  I am rejecting this response because: The processing fees are completely overstated (they amount to more than the actual bill which was previously stated) and to call a $5 processing fee a "convenience" fee for credit card payment is absurd - none of our vendors charge for that, nor do we. It is the cost of doing business. The recent delinquent charges refer to a bill that we never received online last month. We refuse to pay all these over charges. They should only charge for what is fair. Your unfair business practices/ overcharging customers have been reported by numerous people and needs to stop. If you continue to do so we will seek legal consul.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/22/2022

  With all contracts, there are fees associated with it. Property management has entered into a contract with Water Systems to bill their residents per their direction - they have directed us to bill back these contracted fees to the residents which has been done so as the processing fee on each bill, each month. This fee is not a fee that can be waived or reduced without the direction of property management. 

  The convenience fee to pay online, app, or by phone is an avoidable fee. This fee is charged by the credit processing company for each payment and is passed along to the residents when they pay. Again, this is a completely avoidable fee as there are other options to pay that are fee-free including Automatic Payments (or ACH). This service drafts a bank account once a month on a preset date for the full account balance which ensures a bill is never paid late. ACH can be signed up for under a residents online Account Settings.

  Bills are generated each month and residents have 25 days from the date the bills are generated until they are due to have payments made before they are considered late. All resident bills that are not paid by that due date do incur a late fee. We are not in control of the **** and only post payment the date they are received, not the date they are mailed as indicated on the bills each month. We offer e-billing as a fee-free method for residents to receive their bill each month to avoid dealing with the **** all together. Sign up for this is again, under a residents online Account Settings.

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18445126
  
  I am rejecting this response because: You fail to acknowledge that you are aver charging your customers. There are many complaints on various sites about your business practices. We will have no choice but to take this to the next level. Furthermore, we refuse to pay your "delinquent fees" as they are unfounded. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/28/2022

  As previously stated, we are billing residents of this property based on the direction of property management. Any changes to the billing do have to be approved by property management as we are contractually obligated to bill based on their direction. The late fees are assessed when a bill is paid late, which has been the case every time a delinquent fee has been assessed to the account. Also as previously advised, you can avoid late fees & the **** by signing up for e-billing and automatic payments. Should you have further questions, please contact our customer service team at **************.

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18445126
  
  I am rejecting this response because: we refuse to pay a late fee on top of already over charged services period. 
  
  Sincerely,
  G&M *************** ****

  Business Response

  Date: 12/07/2022

  We have waived the late fee on each of your accounts as a one-time courtesy.  Please note, no further late fees can be waived from your accounts as the late fees were not assessed in error.  

• Initial Complaint

  Date:10/24/2022

  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 tried to speak to someone regarding my water bill. I told the apt manager there is a serious problem because my bill is excessive and I wanted the meter checked. *** looked at my bills and the readings have been wrong since I began living here.. Im one person in a one bedroom and it say I used ***** gallons of water when I was even out of town for a week! This is draining my wallet on my fixed income. Your people told me my water went up; however no other residents had an increase. I have a meter but the apt manager said we averaged it- again a lie. Why cant I get this solved and why is everyone lying??

  Business Response

  Date: 10/24/2022

  We have reviewed the account and can say the charges this resident has been billed for has been based on the recorded reads from the meter in their unit. We have had our IT/Data department review these reads and they are indeed correct. As we are a 3rd party billing company hired to bill at property direction, we have been billing based on their direction which is to bill based on the usage we receive via the electronic equipment installed in each unit. The equipment is owned by property management so if there is any request to have the equipment serviced, the resident would need to speak with property management about that. Also since the property collects all funds onsite from the charges generated, any adjustments referenced would have come from the property side. Should the resident have any further questions regarding her account, she is more than welcome to reach out to our customer service team at ************** or ******************************** However any questions about servicing her equipment or balances due, she would need to direct those questions to her property management team.

  Customer Answer

  Date: 11/23/2022

  The complaint has not been resolved and the discrepancy in the reading on my meter and what they have on their meter is over  over ****** gallons. This is fraudulent and they refuse to acknowledge it. It will require legal action  

   

   

  Business Response

  Date: 11/23/2022

  As we have previously stated, all data obtained from the metering equipment in this residents home appears to be accurate. As the system is not owned or maintained by Water Systems, the resident will need to reach out to property management for further assistance regarding the equipment. 

• Initial Complaint

  Date:10/07/2022

  Type:Delivery 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.

  * Date of the transaction: On 9/13/2022 I requested payment from *************** Bill Pay Online (in error, it was intended for our HOA). The check was delivered to *** and receipt acknowledged on 9/15/2022 by *** Customer Service, who said overpayment would be returned in 10 business days.
  * The amount of money you paid the business: $1738.00 sent in error
  * What the business committed to provide you: $1738.00 minus any current water charges
  * What the nature of the dispute is: On September 30, 2022 Customer Service said my refund was in the mail, but it was never received.
  * Whether or not the business has tried to resolve the problem: Have not heard back from them after I notified them that check was not received on 10/6/2022.
  * Account/order/tracking number: ***********************., *********, TN 37211
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Company policy is to not send out any refunds on open accounts but we have made exception to this due to the large amount that was sent to us by resident error. A refund was sent out via mail on 9/30 for $1715.50, which is the amount requested minus the balance due on the account. We asked the resident to allow for 10 business days for delivery. However, we unfortunately cannot control the USPS. As stated via email to Mr. ******* Friday 10/7, if payment is not received by Friday 10/14 we will void the first refund and send out a new check. Due to yesterday being a holiday, the 10th business day for mail delivery from when the check was put in the mail is Thursday 10/13, meaning Friday would be the earliest day to send out a new check. Should Mr. ******* have any further questions on this matter, he can certainly reach out to our Customer Service team or directly do our Director of Billing with whom he has been in communication with during this process.
  
  
  Consumer Response /* (2000, 7, 2022/10/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The check finally arrived today, 11 days after it was mailed. Eleven days to go 12 miles. Very strange.
  
  This matter is now closed.

• Initial Complaint

  Date:10/03/2022

  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.

  Utility Billing services is unable to map the "account history" from their online system to amounts in the bills they are sending to tenants. After multiple phone calls over a 1 month period I was finally put in touch with an account supervisor who reviewed my issue. My question was "Can you please tell me which numbers in the account history can be added together to equal my July bill amount of $31.91?". They were unable to answer these simple billing-related questions, instead, the answer I got was "You don't understand, we can't tell you that and the bill is what it is". As a consumer this was very unsettling, I want to ensure I am being billed appropriately and I would like to understand those charges. For example, the July bill it is calling for $31.91 due. If you look at the account history, all charges on 7/27 (the only charges on the account during the billing period of 7/01 to 7/31) equal $31.34. As a consumer this seems to be an error, Utility Billing services is not willing to explain it nor take responsibility that their Online Account History may be reflecting incorrect information and/or the dates on the account history do not map to the billing period. Please see attached account history & the July bill example.

  Business Response

  Date: 10/04/2022

  I certainly apologize for any confusion. As the third-party billing company, we bill at the direction of property management. On your bill, the water charge includes the Maintenance Fee of $1.36 and the Processing Fee of $3.48. On your transaction ledger, those charges are broken out separately while the water tax is rolled into the water charge. Upon reviewing your billing, everything does appear to be correct. Please let us know if there is anything else we can assist you with.