Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** was advertising a rebate for $300 for E, Bikes. I purchased one with my credit card and was approved on: 09/12/24 from **** via email. Till this day I have yet to receive the refund and when I call I get voicemails or told no manager is available to speak to and I can leave a voicemail. Please see emails attached below for further details.

  Business response

  01/28/2025

  Thank you for forwarding Ms. ******** complaint for review. We have looked into this situation and have made contact with our customer. The rebate check was issued however it appears it was sent to an incorrect address. Our team is currently working with the customer to determine if the check is able to be retrieved or if a replacement needs to be issued. We are in the process of getting the rebate to our customer as quickly as possible.
  
  Thank you,
  EWEB ****************

  Customer response

  01/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

  Customer response

  02/04/2025

  I am wishing to reopen the case due to finding out on 01/29/25 that my credit union has deducted $300 from my account stating that the check from **** was cancelled or stopped on their end. 
  
  I have emailed the CEO of **** along with other parties and have not heard anything back. I stated in my email I prefer they issue a credit to my **** account as I no longer trust their checks. 
  

  
  

  Customer response

  02/04/2025

  On Friday, January 31st I received a call from ****** at Eweb, she informed me that there was another check sent out January 7th however it was sent to the wrong address again. I told her that I did not trust that the check would be good and I didnt want to drive all around town again. I approved a credit on my **** account for $300 and they also approved paying 1 month additional of Eweb for the inconvenience. 
  I have been able to verify the credit on my account of $300 and the month bill paid. 
  This is resolved. 
  thank you 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an issue with a landlord not paying the power bill and temporarily moved out telling me that the house was being foreclosed in a month. She hadn't told me that she hadn't been paying the power bill though and a day or two after she left, the power went out. I called eweb to try to open up service in my name from the day I called. In the call they say something about opening up services from the last read on the power and to which I responded in the call, "what did you say" as I didn't catch it. Nothing was explained further on that and they continued to open an account in my name. Never did they say I was going to be incurring charges from before my phone call and it was never explained to me that I would be taking over from the previous read which has left me with being billed hundreds of dollars that I was never made aware of. I have a copy of said phone call where nothing about incurring charges was discussed and the only time anything was said about a read, I asked them to repeat themselves and they didn't. I have reached out to eweb and gotten a copy of the call where all of this is evident and a supervisor there informed me that the charges are valid, even though they never said I would incur them. Had they said I would incur charges, I wouldn't have agreed. I called asking for help because my landlord was doing something shady to me and then eweb turned around and snuck a bill into my lap. Please help. At about 4 minutes in, you can hear me ask the person to repeat themselves.

  Business response

  05/21/2024

  Thank you for forwarding Mr. ********* complaint for review. After review of the account and consulting EWEBs **************** policy, it has been verified that the charges on the account are in fact valid.EWEB policy requires a person who benefitted from service to be responsible for payment if the original account holder fails to pay, regardless of whether that person agreed to assume responsibility. In this case, the customer acknowledged residing at this address while the services were used and charges were accrued.Given that fact, when he called to start services in his name, the charges from the residence were transferred to him as the responsible party. 

  Customer response

  05/21/2024

   
  Complaint: 21716891
  
  I am rejecting this response because:
  I was not made aware that by opening up services in my name that I would be made responsible for any previous bill. I never agreed to any terms that suggested that I had to pay for someone else's bill. Had that information been brought forth I wouldn't have agreed to open services in my name. By not supplying me with any of that information, you robbed me of my decision and are robbing me financially as well. The only place in my phone call they even mildly suggest anything of the sort, I ask the person to repeat themselves and they pushed forward without my consent. All of this feels extremely predatory. I called asking you for help and I feel that i got taken advantage of. We wouldn't even be in this mess if the representative I was talking to had set proper expectations, like any representative who is providing services is supposed to do, instead of setting up an account for me, knowing that it's actually going to charge me a bunch of money and bill me for things prior to my phone call that I was not made aware of and never agreed to. 
  Sincerely,
  
  ***************************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have credible concerns about the health, privacy, and safety of so-called "smart meters." Fire hazards are documented, and EMF effects on human health are also being experienced by people in our community. Eugene Water and Electric Board (EWEB), the only provider of electricity in Eugene, ******, allowed citizens to "opt in" to smart meters in 2013. Then they allowed citizens to "opt out" a few years ago. Currently, they are withdrawing their unconditional "opt out" offer, and ignoring our offers to accept smart meters as long as they can be proven safe. EWEB is threatening to cut off our electricity unless a smart meter can be installed in a "shut off" condition (still being read manually.) Though analog meters are still being made (and have historically functioned for ***** years), we're told we must accept a digital meter (with a 2-year warranty) and simply take their word that it won't be turned on. Based on the progressive erosion of our options, and the fact that our requests to guarantee safety are being ignored, we currently find little reason to trust EWEB. This public utility is behaving tyrannically in an effort to force compliance, threatening loss of service, financial punishments, and withdrawal of the option to install the smart meter in a "shut off" condition, if we aren't immediately compliant with smart meter installation. We are finding ****'s position on this issue to be disturbingly high-handed and disrespectful. EWEB should behave like the public utility it purports to be, and make reasonable efforts to accommodate our needs by continuing to offer an analog metering option.

  Business response

  04/15/2024

  **** has thoroughly investigated the use of smart meters, over many years dating back to the 1990s and has concluded that the technology offers many potential benefits for the community and is safe to implement according to the authorities tasked with regulating such technology. Radio Frequency (RF) emission standards have been established by the ********************************* (FCC) and smart meter technology has been certified for compliance with the FCCs RF emission standards.Additionally, the ************************* (WHO) and State Epidemiologist at the ****** *********************** state there are no health or safety effects from radio frequency, including from smart meters. The signals used in Smart Meters are the same type as those found in radio and TV broadcasting, microwave ovens, radar, wi-fi devices, and mobile telephones. 
  
  
  Past and present EWEB Boards have provided active oversight, including gathering information and listening to public and staff input, and have acted on an informed basis through approved and implemented policies. By offering a manual read option that places a smart meter in a non-communicating mode, EWEBs management is abiding by existing approved policies and formal direction provided by the present and past Boards as developed and vetted over many years.
  
  Smart meter capabilities are essential to meeting EWEB and community goals, including providing different rate structures, improving energy forecasting and procurement, reducing carbon content, improving outage response, increasing fire prevention and safety, and encouraging conservation. As such, over the last decade, the Board has also approved plans, budgets, and contracts supporting the deployment and commissioning of advanced metering technology.
  
  Unlike many utilities, EWEB has accommodated customer requests to limit radio broadcasts from the meter by selecting technology that does not require a mesh network of meters for communications, by developing and adopting EWEB meters that allow a non-transmission setting, and by operational procedures attendant to customers who choose a non-communicating meter.
  
  The operations of EWEB as a municipal utility are authorized and provided in accordance with the City of Eugene Charter, the ****** Revised Statutes,Chapter 225, and the ********************* Policy. Accordingly, a meter is an asset owned and operated by the utility and is a required condition of service.All EWEB customers are uniformly subject to the installation of AMI-capable metering with the Account Holder having the option to have a non-communicating meter as permitted by the ********************* Policy. EWEB policy does not provide an option which would explicitly permit any customer to choose the type of meter installed or retain their legacy meter.
  
  While we appreciate our customers interests and concerns about AMI metering, EWEB management is operating under thoroughly evaluated, approved, and legal policy.We hope that our customers will self-select a non-communicating manual read option that will limit impacts to their service and exposure to RF.
  

  Customer response

  04/16/2024

   
  Complaint: 21569103
  
  I am rejecting this response because the appeals to the "authority" of captured regulatory agencies such as the ******** WHO, and *******  to justify assertions of safety and benefits is laughable (see **************** How the ********************************* is Dominated by the Industries it Presumably Regulates by ******************'s *********************.) The other two agencies have proven their similar capture and unreliability during the Covid years. The fact that these sketchy agencies are cited at all brings into question whether **** is also a captured agency. This would explain your policies that completely lack concern for, and are in denial of, the health, privacy, and safety effects of the ** soup in which we swim. 

  Much money and pressure is being applied from massively wealthy corporations, NGOs, and banks to establish smart grids and the internet of things (IoT), so that otherwise private behaviors can be monitored and controlled. Much information is surfacing to challenge the anthropogenic climate change scam (see blunt statements by ***************************, Nobel Laureate, and many others), who are speaking out to expose the CO2 lies being used to justify Orwellian levels of surveillance and control. **** appears to be happily on board with all of it, and content to make baseless claims of "potential benefits". We reject these "benefits" and the loss of freedoms that they represent. 

  Your "EWEB and community goals" are untenable and obviously driven by money and pressure that has nothing to do with, and cares nothing for, the citizens of this community. Why are you forcing digital meters whose features of remote monitoring and control you claim you have no intention of using? It makes no sense. 

  I do not believe that your intentions are driven by concern for the health and well-being of citizens, any more than the authorities you cite. We live in a thoroughly corrupt system, and for the sake of our health and the lives of our children (and yours), we must - and will - resist complying with this proposed "smart grid" world. Hopefully, you'll come to your senses and join us!

  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Eweb Problem Concern The morning of 4/3/2024 Client woke up at 9:00 All the heat;The alarm and power went off.As I rose to brush my teeth; ********* stopped my hot water from this service. I rush almost tripping in a hurry because I do suffer from mental aliment condition which causes extreme panic and anxiety from the fear of being abandon in the dark. I approach the front of my apartment I glance at the EWeb Worker on site; Only focusing on the label of the truck. I asked; Hey, What is going on with my Power and Water. The Worker Briefly exclaimed; about The (2nd)"Other" Eweb employee ( 2297) would fill us with details. Missing Eweb Meter ******. Moments later both workers with the Eweb Utility Truck were gone!?That's when I called and reported this incident to Eweb Electric Operations Manager:*******.

  Business response

  04/05/2024

  Thank you for forwarding this complaint for review. After review of the account in question it appears that this was a planned power outage at the request of the property owner so that necessary repairs could be made to the electrical panel. The property manager/owner would have been responsible for providing notification to impacted tenants prior to the outage. **** would advise the customer take this complaint to their property manager if they did not receive notice. As for the request for monetary compensation due to the power outage, **** does not provide compensation due to loss of power, regardless of planned or unplanned outages situations.

  Thank you.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are charging us for 2000 kwh of usage when we have SOLAR PANELS that generate more energy than we need and GIVE them excess power for them to store. got a $300 bill from them for electricity that I know I didn't use. contacted the Enphase Solar people about my system and they reported energy only going out, not in. so the charges are fraudulent! I'm not paying for something I didn't use!

  Business response

  03/05/2024

  Thank you for forwarding **************** complaint for review.It appears **** was unable to obtain a Meter Read from the electric meter in question in January due to severe weather conditions which made it unsafe for staff to read their regularly scheduled routes. EWEB billed the customer on estimated reads and customers were notified via letter. EWEB is unable to estimate consumption or generation on a net meter. If we under or over estimate the generation compared to the usage, it could cause the customer to be billed incorrectly for the generation considering we credit kilowatt hour for kilowatt hour if the system generates the same or less than the amount consumed in a month. The customer is credited a different price if the system generates more than you consume in a monthly billing period. Therefore, we had to bill out zero generation and zero usage for the service period of December 15th through January 16th.

  This means the read we received on February 15th is the usage and generation from December 15th through February 15th.The meter reflects the system generated 419 KWH and the consumption was 2443 KWH so the customer was billed the net amount of 2024 KWH. Solar generation decreases in the winter months compared to the summer months. The December 15th, 2023 reading was not effected by the weather event and the meter reflects 147 KWH generated and 1229 KWH consumed so it does appear the generation and consumption recorded is appropriate for this time of year.  

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There was a ice storm, my home has been without power since January 15 ****. This is 12 days without hot water or power to medical devices. I need the problem fixed immediately.

  Business response

  01/30/2024

  The Eugene Water & Electric Board service territory experienced a large ice storm event that at the height of it resulted in over ****** customers losing power. With large widespread outages following a storm event,it can take days or even weeks to restore power to everyone. **** follows a hierarchy of repair when restoring power after major outages. This means first repairing downed transmission and distribution lines that will restore power to the most number of people, then repairing wires that serve fewer customers. We realize that in a big storm event like this, where limbs and trees have knocked down hundreds of wires and poles across our service territory, this hierarchy of repair can frustrate customers who have to wait long periods of time for repairs. However, this system is used throughout the utility industry to get power turned on the fastest to the highest number of people.
  
  As of Saturday January 27th, **** crews have restored power to most residents within our service territory. Most of the remaining restorations involve single-service incidents where an electrician is needed for repairs before we can reconnect the service. As we begin to wind down on emergency response and return to normal operations, we want customers to know that we appreciate you and that we hear you. Thank you for the patience and support you showed the linemen and staff who worked to repair ****'s electric system as quickly and safely as possible. At this stage in the restoration process, **** crews are now restoring single-service lines to individual households. If you see that your neighbors power is back on and you still dont have power, or if your power came back on, but the lights are flickering,there may be a problem with your service line. Please let us know by calling the **** outage reporting line at **************.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  EWEB cut power with no notice, similar to the other BBB complaint that was filed in October from another resident. After **** having to pay a $250 credit onto our bill because of their error, which also follows another $180 credit they had to pay to me because one of their employees yelled at me to "sit in the dark" in 2022 due to a disconnect error, they then attached additional fees the following month. When I contacted them about the fees and played them the phone conversation from October, showing them that their employee said our account was in complete good standing with a 0 balance and no charges going forward, they attached a 10$ charge to my next bill. When I called them about this on Nov. 6 they admitted it was a mistake and that it would be removed. However, the charge remained 7 days later, so I called again. This time I was told that all of our bill was "electric charges" (mistakenly) and then escalated. This is a complete violation of the deal we had with the utility company and what the company employees had said to us (first that we were paid off the month before and secondly that only energy charges were on our account and no fees)Additionally, the customer service top rep at EWEB, a woman who's name starts with a C, is one of the most vindictive and vile persons I've ever had to interact with -- every aspect of interacting with this person oozes discomfort. Their entire internal team has been trained on how to best resist helping out poor and disadvantaged people. I have also filed complaints with the mayor ****** and my congressman.

  Business response

  11/30/2023

  Thank you for forwarding this customer complaint for review.When an account is delinquent and remains unpaid EWEB has multiple ways in which we attempt to contact this customer. The first is their regular bill showing the charges due and the due date. Then a second bill for the next month charges is sent which includes a past due balance reminder. Then a final notice is mailed to the address on file which allows 12 days for payment or the account will be disconnected for non-payment. After that 12 days expires if no payment is received, a disconnected order is generated on the account. A final call is sent to the number on file as well as an email if registered for e-billing to give one last chance to pay prior to disconnection. The following business day if no payment was received EWEB will disconnect services. As the customer details in the complaint, the services have been disconnected a couple times in the past. Each time the customer received all of the notices listed above. The claim that power was disconnected without notice is simply not true.
  
  As for the credits the customer speaks to in his complaint.**** does not offer **** credits due to mistakes or poor experiences. EWEB is a Public Utility and does not use ratepayer dollars to offer credit to customers for these types of situations. What this customer is referring to is our E-Share program were we have customer donated funds available for use for customers who need some financial assistance to pay their bill. E-share was granted to this customer to ease the financial burden and help them get reconnected.
  
  EWEB does assess a couple fees during the delinquency process. First a late fee after the bill is not paid. The second is a $10 collection charge. This is assessed after the Final notice 12 day period expires with no payment and a disconnection order is generated. This fee was not waived as the collection work was completed on this account. The customer did not pay as agreed and did receive a disconnection order.
  
  And lastly the customer service provided on the account. I have forwarded this complaint to the ******** Service Supervisor who has reviewed the calls (going all the way back to the first disconnection) . He attempted to contact this customer and has not heard back. 

  Customer response

  11/30/2023

   
  Complaint: 20874516
  
  I am rejecting this response because:

  This is simply false information. Even as a public utility, your company had to issue me a credit due to your employee's mistakes in regards to my account in the past, I even have the emails and recorded conversation that was provided to me by an EWEB supervisor due to this incident. So you saying that you are a public utility company and do not pay out such credits is simply false, you can check my account history from 2022 and see where you paid out a 180$ credit to my account due to this. 
  
  If you'd like, I can attach proof of this to the complaint. 

  Secondly, none of what your response details is a dispute to my complaint. My services being disconnected in the past has nothing to do with the complaint and the clear misconduct that **** is partaking in, and you trying to posit the notion that my previous disconnects should impact my experience in this incidence is absurd. Secondly, one of my previous disconnects, as we just finished discussing, was due to an error by ****'s employee and resulted in me getting a credit paid out to me (it was not a ************* credit). So that's false as well. I have attached the *** copy of the email and I can email you the voice recordings if you'd like.
  
  So, you're wrong. ****, as a public utility, does make mistakes. And they do pay out credits due to those mistakes.
  
  This is not the first time EWEB has done something, even as a public utility, that they had to apologize for and correct. And it seems that this history has continued to affect our dealings. I appreciate you outlining your disconnect policy, but you outlining the policy does not change the fact that **** was mistaken in this context and the notice was not properly sent to me. You can repeat your policy till you're blue in the face, it doesn't change the fact that the actions of your employees are wrong and unjust.
  
  Thirdly, your company doesn't even have updated policy and rules on your website. I am looking currently at a 2017 User Policy and it says that I cannot be assessed any late fees or collection charges for accounts under $30 in debt. Yet your emails today were automatically sent out threatening me with late fees because of a $10 charge on my bill that is remaining on my balance, due to me disputing the administration fee that was assigned to it. So you should fix that too.
  
  Sincerely,
  
  *****************************

  Customer response

  11/30/2023

  Also, I have not received any voicemails or calls from the **************** Rep. that ******* claims has been calling me in regards to this complaint.
  
  So if you'd like to call me, you can do so at ************. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was a few days late on my bill. Hard times being a single mom. My son had a medical emergency. Long story short. I was given no shut off notice and I came home from my daughter's soccer game and we had no electricity. I contacted eweb and while *** person I spoke to was very helpful, *** solution was not. I had to pay **** to get my electricity turned back on. 260 from my prior bill. 550 deposit, reactivated, and current bill. I worked over time and made *** who payment within 10days, ***y gave me 28. Today I received a missed call, no voice-mail while I was at work. Mind *** I work 9am-5pm. I had to take a break to call back. They stated I still owed 550 deposit payment or I get shut off tomorrow 10/18, and I'll have to pay an additional 550 to get it back on, a total of ****. I was shocked. I pulled out my bank statement and my eweb payment history and said I made all payments total of over **** on 9/20/23. I said I see no pending payments needed aside from my current bill which is set for automatic payments 10/23/23. She said oh it was a system error. I said so you were going g to shut off my electricity again tomorrow if I didn't call, she said yes it was set to shut off. I said I want to talk to a supervisor, she said hold, she came back 2 min later saying no one was available, shocker. I said I was calling *** BBB. She hung up.

  Business response

  10/18/2023

  Thank you for forwarding Ms. ******* complaint. After receiving this complaint EWEB had a Collections Specialist reach out to this customer to talk through the account. Prior to disconnection of services, EWEB mails/emails the regular billing statement, the second billing statement with the past due balance,as well as mails a final notice which gives 12 days to make payment prior to disconnection.Once the 12 days pass with no payment, one if not two automated calls are issued to the number on file to alert of impending disconnection of services if no payment is received. If a customer is set up on e-billing the customer also receives an email notification of the disconnection order, giving one last day for payment. All of these were done on the account in question. If the customer did not receive their Final notice, they should follow up with their local post office about lost mail.

  If no payments are received, the services are then disconnected. The customer must pay the account balance plus any security deposit charged as well as fees. Quite often EWEB will give customers additional time to pay the deposit. When this is done, a work order is opened that will trigger a possible disconnection if not paid. The customer did pay their deposit however the work order was not closed as it should have been. This was EWEB error. The customer then received an automated call warning them of disconnection. The representative the customer spoke with was incorrect about the customer being at risk of actual disconnection. Manual review of all orders is completed prior to issuing the order to disconnect. Upon review the payment would have been seen and the order would be closed. In EWEBs automated message it does say that if payment was already made, to please disregard the message. With that said, I do understand the additional stress this caused our customer and do apologize for the misinformation given. The customer is paid in full and is not at risk for disconnection at this time. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My power was turned off again without a final notice. When I called after my roommate had paid the over due amount. She then told me its no longer the ***** its now over 300 to get my power turned back on. She said I should have read the notice. There was never a final notice. She said there clearly is an issue with my mail. The next amount was due today so it makes no sense that it would go from 93 to over 300. She refused to be any help and then told me I have to pay that to have power. After paying it I asked for a time window and she said sometime before 7. I expressed that I feel this is sneaky business and ********. She said she would hang up n not put it through. So not only did I have to pay 100 more than the two totals. She wants to play games with power. This is the second time power was turned off without a final notice. If the states just robbing people that should probably matter to someone.

  Business response

  10/18/2023

  Thank you for forwarding Ms. ****** complaint. The account generated a billing statement on 8/22/23 with a past due balance of $93.97 which was due 8/14/23 and a current balance of $97.26 due on 9/11/23.Total balance at that time was $188.76. Payment was received on 9/12/23 of $93.97,leaving a balance past due of $97.26. A new bill generated on 9/21/23 with the past due balance as well as current charges of $93.47, total due of $190.73. No payments were received on the account after 9/12/23. On 9/27/23 a Final Notice was generated and mailed to the address on file. The notice gave 12 days (due by 10/9/23) to pay in full or the account was at risk for disconnection of services due to nonpayment. On 10/10/23 after no payments were received a disconnection order generated and EWEB used an automated calling system and called the customer at the number on file. The following day on 10/11/23 the account was disconnected for nonpayment. The account was assessed a deposit of $200 plus the collection fee of $10 bringing the total balance to $390.73. This includes $190.73 billed charges, $200 for the deposit, and $10 for the fee. Deposits are charged when the account is deemed high risk. One way an account can be considered high risk is after being disconnected for nonpayment previously in the account history. 

  
  After an account is paid and the request has been sent to restore services, the order gets dispatched to the crew in the field for reconnection. These are done in the order received and there is no way to give an exact timeframe of when that will occur. The representative was correct in giving the timeframe of before 7:00pm. In all likelihood it was done much sooner than that, but again there is no way to know for sure based on workload.
  
  All accounts subject to disconnection are mailed a final notice giving the 12 day period to make payment. If this customer is routinely not getting billing statements or final notices and the address on file is correct, it is suggested that they check with their local post office and possibly file a complaint for missing mail. This information is also available anytime via EWEBs online billing portal. The customer can log in anytime to view the current balance and check if they are past due and at risk of disconnection. If the customer is saying they didnt get the automated call,they should verify we have the correct phone number on file for them and possibly change it if that is not the best number for these types of communication.
  
  Thank you. 

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Eweb removed our water meter and won't replace it has turned electricity on but will not provide us water it's hot i can't live without electricity but not without water. They say because the owner of the house passed away and we don't own the home we can't put in a work order to replace the meter they removed because they said it was tampered with we paid the previous bill that was in the owners name which included the water service they say they have no problem putting the service back on but can't make changes to the property without the owners permission but when I mentioned that the meter isn't on the property it's on city property she changed what she was saying and said that they can't provide the service now I've been living without water for a while now we have all lived here for over a year and have paid rent which gives us tenant tights we're looking. Into obtaining ownership of the property but they won't give us water service I am at a loss of what to do my roomates and animals our suffering in the heat....please help

  Business response

  08/28/2023

  **** received notification that the owner and account holder of the property in question had passed away. Per EWEB policy, the deceased customer was moved out and services were turned off (both Water and Electric). A few days later the water meter in question registered unexpected consumption. This means that water was flowing through the meter even though EWEB had turned services off. **** dispatched crew to investigate the meter and it was determined that there had been a tamper,meaning someone had illegally manipulated the meter to turn water back on without EWEB permission. When this happens EWEB pulls the meter in question and plates it. After this takes place the owner of the property must contact **** for some additional steps prior to a new meter being installed. The owner of the property in question is deceased. To our understanding there is no representative for the estate.  Until a new owner is named, we can not install a new meter at the home. 

*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. ↩