Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Veolia replaced the water meter in our building on August 2024 on the next bill they charged us $23,871.74 and claimed it was estimated since May 2023, I spoke to a supervisor who claims that there was a leak back in 2023, they got the actual usage and tested the meter to see if it was accurate. I tried saying that you can see on the new meter that this is not our typical use and if there were a leak back in 2023 we would have been fixing it if the bill was sent on time also the price per CCF is higher since it is a bill in 1 large sum, but they only want to offer a payment plan. a regular bill is about $700 monthly.

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a water bill for $654.00 from Veolia water acc#*************. Apparently according to the veolia service representative water has been running in excess to total $654.00. My bill monthly for the past year and a half is approximately ***** monthly. Two weeks ago my toilet was making noise and the landlord came to fix it. II only know of a problem with the toilet when it started making noise. I do not know of a problem beforehand. However, according to the representative a problem presumably had persisted for weeks. This is not water I used I am being charged for. This is water running in a toilet/line that was fixed. If my bill is normally up to ***** monthly, and veolia sees excessive usage they have a responsibility to alert a customer. It is poor business ethics. I did not use this water. You hold a customer hostage by forcing them to pay a bill that they did not create. Most especially when they pay monthly on time.

  

  Business response

  01/26/2025

  Veolia Water ********** is pleased to have the opportunity to respond to complaint # ********. Veolia was in communication with the customer on 1/10/2025 regarding their high billing. As explained, Veolia follows the **************************** approved rates as outlined in our regulations. An increase in water consumption will directly impact the billing.
  As a courtesy, we extended a one time adjustment of $-310.71 which the customer declined, disagreeing with the credit offer. On 1/14/2025, we advised the customer that a standard calculation is utilized to ensure a fair adjustment process across all customers. ********************** is not obligated to extend adjustments, but has adapted a process to provide relief to those customers seeking assistance with the charges on their bill due to a leak.

• Initial Complaint

  12/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Summary: Veolia issued an outrageous $405.47 bill for October 2024, claiming I used ******+ gallons in one month. My usual bills are $40/month, and my November and December bills returned to normal. Despite my efforts, Veolias customer service has been dismissive, offering no resolution.Timeline:May 2024: Veolia requested I book a meter upgrade. Installation occurred June 12, 2024.August 2024: I noticed my bill was $82.38 and marked "estimated." I called Veolia, who scheduled an actual reading for September.September 2024: The technician found the new meter wasnt transmitting signals correctly and adjusted it.October 9, 2024: I received a $405.47 bill, stating I used 69 CCF (******+ gallons) in one month. When I called, the agent incorrectly claimed it was a cumulative adjustment from August 2023. After I corrected her, she offered to have the meter ********* November bill was $46.58, and December was $36.84, reflecting normal usage. This proves the October bill is incorrect.August data shows many days with ****** gallons/hour for 24 hours straight, which is impossible. Other days showed normal patterns. This suggests a meter malfunction. Veolia dismissed this, claiming it could be a toilet leak. However, a random, intermittent leak wouldnt explain such consistent readings, nor why my November and December bills were normal.November 27, 2024: Veolia informed me the meter was functional and demanded payment. Despite promising to escalate, no one followed up.December 10, 2024: After analyzing my data and calling again, the agent repeated the "leak" claim and promised escalation. Hours later, I received an automated call threatening service interruption.The $405.47 bill is over 10x my usual monthly water bill. Veolia has failed to explain this or provide resolution. Their dismissive customer service and empty promises have wasted my time and caused significant frustration.Resolution Sought - Waive the $405.47 bill to reflect normal usage.

  Customer response

  12/21/2024

  I have not heard from the business in response to my complaint. Because they threaten to cut off the service, I managed to set up a payment plan to pay the balance, though I'm still quite angry but I don't seem to have any choices in my end. Apparently they do whatever they want. 

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had a water pipe burst, we repaired it and Veolia has sent us a $26,330.54 **** They made an adjustment of $5,009.33. We owe $21,321.21 All ****s and repairs are attached.We can not pay this and they will turn our water off. At this time we are on a 24 month payment plan we had to agree to this or they will turn off our water again. We can not pay this and we don't know what to do. Any help or suggestions will be greatly appreciated.***** **** ************ *****************

  Customer response

  12/02/2024

   

  Attached please find last water bill from Veolia.

  No the problem has not been resolved,  they said we agreed to a payment plan and they refuse to listen to me. 

  My water was turned off, I was in a state of panic when I agreed to this ridiculous payment plan 

  they said we would only get a $5009.33 credit  that we do not see further more we can not pay $1000.00 per month this has to be changed,  my Homeowners is going to give us another $5000.00 for repairs.

  We would like you to speak on our behalf as I can not speak with anyone at this company they have terrible terrible attitude and refuse any other options that we offer.

  With the 2 credits of about $10,000.00  please have Veolia accept this as full payment  this is more then fair.   

   

  My husband and I are both seniors living on a fixed income and my husband is disabled.   We feel Veolia Water company is taking advantage of us because we are Senior Citizens 

  Thank you

  ***** ****

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a home in ***********, ********** for 4 years and I moved out over the summer. The local water company, Veolia, failed to read my water meter for the 4 years I lived there, and instead billed me for an "estimated" amount each month. When I moved out, the company read the meter and billed me for the "corrected" amount (the actual amount of water used), which came to $1116.77.I am requesting this bill be cancelled or at least reduced. A copy of the final bill is attached.

  

  Business response

  11/14/2024

  This has been an ongoing issue wit this customer since 2019. They have dealt with our legal team, filed multiple *** complaints and the letter in this complaint is addressing the ******* which has closed their case. The customer has received ample credit, has had their meter tested several times. The water used is correct and the balance is due

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a well on my premises that I use exclusively. I pay a monthly fee to have veolia water as a backup but do not use their water. My home is a new construction that we moved into less than 5 years ago with a new meter. Veolia believes we are using their water and not paying. They therefore want to come change the meter and have tacked on a monthly fee of $25 to our bill since they have not come to inspect meter. They claim to attempt contacting me but have only received mailings. I have called multiple times and was told via automated system that they will keep my place in queue and call me back when it is my turn. They never call back and their wait times on phone are typically greater than 30 minutes.

  

  Business response

  05/23/2024

  Good morning, 

  A representative from Veolia attempted to reach the customer but was unable to leave a message. The customers voice mailbox is full.  The utility cannot locate an account at the local ******** office. Please have the customer provide an address or an account number. 

  Thank you,

   ****

• Initial Complaint

  04/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Veolia recently sent me a bill for $2,929.67 and threatened to shut off my service. I've owned my house since the end of 2019 and have made payments via automatic electronic transfers monthly without closely monitoring my invoices, as they generally remained consistent. However, about a month ago, a Veolia technician visited to inspect their equipment in my home's crawlspace. After briefly searching, she couldnt find the required part and left soon after completing her check outside.Following this unexpected visit, I received a staggering $2,900 invoice. When I contacted Veolias collections department, they informed me that for nearly four years, my payments were based on "estimates," not actual usage, because of a malfunctioning 'radio' device that tracks ********************** consumption. They explained that this was disclosed in the monthly invoices, but this notice was only accessible via their online portal, not in the emails or the paper bills I received.I was astonished by their lack of direct communication over these years. Despite the technicians recent visit, Veolia insists I am fully responsible for the backlog, claiming there's no dispute process available. They plan to replace and test the meter to verify its functionality, holding me liable if the device proves operational.This situation feels profoundly unfair. I cant verify the meter's accuracy myself, yet I'm expected to accept these charges. While I recognize my oversight in not reviewing the invoices, the responsibility for clear and direct communication should also lie with Veolia.

  

  Business response

  05/06/2024

  Good morning, 
  
  Veolia had the pleasure of working with ***************************** to discuss his complaint on 4/30/2024.
  
  See response to complaint ID #******** below:
  
  Veolia has reviewed and investigated the complaint submitted. We apologize for the experience and any inconvenience this may have caused.
  
  The account was billed to estimated meter reads. Upon a field visit on 3/5/2024, it was discovered that the reading device was missing causing the estimated reads. An actual read was obtained and the billing was corrected resulting in the high bill.
  
  At this time, the bill is under dispute until the meter is tested and the results confirm the accuracy of the equipment function. 
  
  For future reference, please feel free to forward BBB complaints for Veolia NJ to ********************************************************
  
  Thank you, 
  
  *********************
  Customer Service Supervisor 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unknown water leak in basement,tripled our bill in a month and are unable to pay now. Currently at ******* due to water leak. Refuse to adjust bill

  

  Business response

  05/01/2024

  On 12/10/2023, *************** called to make a payment and requested the sewer credit adjustment form to be mailed to her for a broken pipe she had in her basement. The form was mailed out to the customer on 12/10/2023. On 4/8/2024, the customer property was posted with a 3 day shut off notice for a past due balance of $1,687.99. The customer dropped off a payment of $200.00 on 4/11/2024 in our payment Dropbox without reaching out to our office to set up a payment arrangement for the remaining past due balance. We tried to call the customer several times after receiving the payment on 4/11/2024, but the customer did not answer the phone. We posted a 48-hour shut off notice for the remaining past due balance on 4/11/2024 for potential shut off on 4/16/2024 due to the payment amount received wasn't sufficient enough to cover past due balance. ************** called on 4/11/2024 upset about receiving another shut off notice and stated we denied placing a sewer credit on his account and that he made a complaint to the BBB. We advised ************** that we never received the sewer credit adjustment request form that we mailed out to the customer back in December. He was advised that we cannot place a sewer credit adjustment on the account without receiving the completed adjustment request form.  He was advised once we receive the sewer credit adjustment request, we will review and process the adjustment. An email was sent to *************** on 4/11/2024 with the sewer credit adjustment form to return to us. 
  
  *************** returned the completed form on 4/12/2024. We approved and placed a sewer credit adjustment for $293.13 on her account as of 4/17/2024. *************** was offered a payment plan to the remaining past due balance. She was to pay $458.09 by 5/1/2024. We would take the remaining portion of the past due balance and divide that into 12 monthly payments of $76.34. She would need to pay her current bill plus $76.34 starting on 5/15/2024. We received a payment of $200.00 on 4/29/2024, we're not sure if she will be making the rest of the payment to set up the payment plan at this time.

  Veolia Middletown Water is the operator of the Water and Wastewater for the ****************** area. we have attached a copy of the Sewer Connection ordinance. At the bottom of Page 7 and into page 8 goes over Sewer Credit adjustments.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My bill kept increasing this year, claimed that my water was running through the night on every hour! When the technician finally found out water meter (took multiple appointments) he saw the meter was off- sent it in for testing came back the meter was accurate. Yet now our water isnt running through the night anymore. The obvious shows the meter was clearly not working. After the run around to even get an appointment for months, having us waste money with toilets and plumbers and there was never a leak!!! I need to be reimbursed on my bills! The supervisor has yet to call me back!! Has been over a week!

  

  Business response

  09/13/2024

  Good afternoon: v

  We are in receipt of BBB complaint #********.
  The meter was tested and results were sent to the customer on September 3, 2023.  The customer was contacted by a supervisor September 29, 2023. Based on the test results, the test proved the meter was registering consumption accurately. 
  The new meter was also registering a high amount usage indicating a possible leak that has since been repaired by the customer.

  Thank you

  Customer Service
  ********************** 
  

  
  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We got an extremely high water bill ($6,246.26) for ************************ ***** which is a property we manage. There was no leak found all over, and no reason for the usage to have been as high. The next month it was back down to normal, but we can not pay this huge bill. This must be an error on Veolia's end.

  

  Business response

  05/01/2024

  Veolia has reviewed and investigated the complaint submitted. The customer reached out to ********************** directly regarding this matter on February 16, 2024. 
  The high bill in question was based on an actual meter reading showing an increase in the average usage for the service address. A meter test was requested and completed per customers request on March 1, 2023. 
  The meter test results prove the meter function was accurate and registered consumption within range. Based on these results, a payment arrangement was offered and established on the account. Additionally, all late penalty charges from April 2023 through June 2023 were removed. The matter was resolved on June 13, 2023.
  
  

  Customer response

  05/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

*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. ↩