ComplaintsforGuardian Water & Power, Inc.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  07/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been experiencing incorrect and inconsistent billing practices for the past 12 months with Guardian. I have called to get action with no response, I had a technician come out to check my water meter and get action on my billing problem, with no response. No one has attempted to resolve my problem. The company continues to tell me my water meter is reading accurately; however, the reading is too high for a one-person household. In addition, the meter does not read each month so I will get billed for 2 months at a time. The on-line invoice does not disclose water usage or fees, just an amount due. In the past 6 months they have failed to bill me in November 2023 and April 2024 yet I get threatened with a 40.00 fee for the meter not reading. To resolve my issue I need: Accurate Billing Consistent Monthly Billing Consistent Monthly Billing Due Dates - I have received multiple invoices for the same month with different due dates.

  

  Business response

  06/03/2024

  In response to the BBB Complaint ID 21739601 filed by ****** ******, here is what we found:
  
  Guardian has worked with the property regarding the meter located in this unit.
  On 8/2/23, a new meter and transmitter were installed to replace the old meter that was not working properly.
  We have included in this response a list of all invoices mailed to date and the amount of each invoice. (see attachment 1)
  Also included is an excel spreadsheet that shows each bill date, read date(s), reads, invoice amount and due date(s). (see attachment 2)
  As you will see on the attached spreadsheets, Guardian did process bills in the months of November 2023 and April 2024.
  The bill for April 2024 was a minimum bill for “0 cubic feet” of usage. We were unable to obtain a reading for this month’s billing.
  The bill for May 2024 was usage for April and May bills. This is the only billing that was done this way.
  We have also included an invoice that is found on our portal. This invoice does show water usage, fees, etc. It does not just include the amount due. (see attachment 3)
  We are not aware of any $40 fee for the meter not reading. Is this something the property management is charging?
  Regarding the due dates, you can see in “attachment 2”, all bills are for different billing periods (except for the corrected bill that was done on 7/26/23).
  At this time, the resident can provide a picture of their meter (with reading) to support@guardianwp.com. We can use this to confirm if the reading matches what we are getting from the transmitter daily.

  Customer response

  06/12/2024

  I am rejecting this response because: I would like to see the supporting documentation Guardian provided regarding the billing dates and amounts as I do not agree with the findings.  I would also like to see the image of the online invoice they are indicating that exists in the portal that contains usage, fees, taxes, etc.  If this invoice exists, I would like to know how to access it as I cannot find it on the online portal.  Lastly, I am on autopayment.  The due date is the 5th of the month.  However, the funds are deducted from my bank on the 26th.  Is this the standard auto payment practice?  
  
  

  

  Business response

  06/20/2024

  In response to the BBB Complaint ID 21739601 filed by ****** ******, here is what we found:
  
  Please see the attached “Bill Copy” example.
  The bill Ms. ****** receives includes Reads and read dates, usage, water charges, sewer charges, any previous balance, any payments received since last billing period, late fees (if applicable) and the total amount due.
  It also includes the due date, service address, invoice number and billing date.
  I have included a screen shot from our portal. Here are the instructions on how to view the monthly invoices.
  Once logged into the Guardian Water & Power portal, you will click on the tab labeled “INVOICES”. This is located under the Resident Details (see highlighted/circled).
  Once you click on invoices, a list of all invoices will populate on the screen.
  Just click on the line of any of the invoices and a copy of the bill will show.
  I have included the list of billing information that shows each bill date, read date(s), reads, invoice amount and due date(s).
  Each of these bills can be viewed on our portal.
  Regarding autopay, I have included the ACH bill pay log from our portal.
  In this log, you can see that autopay was set up on 6/12/2023.
  When setting up the autopay, the payment date of the 25th was selected.
  Guardian does not have the ability to set up or change any information with autopay.
  If there are any questions with our portal or how to edit autopay, our customer support team is available to help. They can be reached via email at support@guardianwp.com or by phone at 614-388-6026, 8:30 AM – 8:00 PM EST, M-F.

  Customer response

  07/01/2024

  Thank you for the attached information.  The spreadsheet and bill pay log reflect my original complaint of not receiving a monthly bill. November 2023 and December 2023 were combined and deducted in one payment of 122.29.  This is reflected in the log.  I will change my auto pay date online.

  You may closed this complaint.

  Sincerely,

  ****** ******

• Initial Complaint

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have been residing at our current residence since October 2023. As per our rental agreement, our water expenses were to be included in our rent and processed by Guardian. However, we received a concerning notification from Columbus, informing us of a potential water shut-off due to unpaid bills. This came as a surprise, as we believed Guardian was handling these payments.

  Upon further investigation, we discovered Guardian sent us a bill for water usage from November to January, despite the fact that we have already settled our water bills directly with the utility company.

  Additionally, Guardian employs a ratio utility billing system for our unit, which involves two outdoor meters. Despite the availability of these meters for verification, Guardian has opted to estimate our water consumption.

   

  

  Business response

  06/13/2024

  In response to the BBB Complaint ID ******** filed by ******* *********, here is what we found:
  
  Guardian does bill this property with a Ratio Utility Billing system (RUBs).
  What this means is that we utilize the number of occupants in each unit to equitably divide the total usage for all units into a bill for each unit.
  Guardian does not receive the City of Columbus bills, nor do we pay them.
  Payment for the City bill is the responsibility of either the property owner or management company.
  Guardian has nothing to do with the agreement between the resident and the management company regarding anything in their rental agreement.
  Any questions concerning their rental agreement and/or water payment to the City should be directed to the management company for their property.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am renting town house 1500 sq ft at **** ******* ****** Pkwy unit *, ******* **. We moved in 6/22/23. I finally received my first bill due April 1st the amount is ridiculous. I contacted Guardian regarding the usage and rep told me that the complex receives bill from Metro water in lump sum and Guardian bases each units amounts off of the meter that's on the tank in the unit. So I asked about water in and out. She can only answer to the amount being used.

  I told her I don't agree because my mother in law down the street in a house pays no where near what I'm being charged. My sister in law has 2 kids and a husband... same thing nowhere near what we are being billed and they aren't in a house. I have a home in California and Vegas with a 10k gallon pool that has a waterfall sensor on it and my bill in a 3300 sq ft home when myself and family is there is roughly $** per month.

  She advised me the complex had a lot of construction going on and they had asked Guardian to do back billing till units were fully completed, so we received a large bill that was for 4 months and 8 days.

  Now she advised me to take reading once everyone was asleep. We did and the meter read 5*,8*5 at bed time. When we woke up with flushing toilet, it is now showing 5*889. She said that will help determine if there is a leak and or inaccurate reading.

  I tried to reach out to The Rowan my property mgt co, but all I received was an eviction notice to pay in 3 days. I'm not paying for overage water usage.

  Guardian tells me they just figure everyone's bill based off total the Metro provides and the meter sensor they have on unit. I explained it's obviously incorrect. We have yet to shower, run sink or flush since last reading of 5*889 and will re-check reading again in a couple hours. But something is obviously wrong with Guardian's sensor.

  

  Business response

  06/13/2024

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

  The water/sewer is measured by a submeter in the unit.
  A submeter ensures that they are only billed for their individual units usage.
  To create the bill, we match the rates set you the local untility provider.
  There was a delay in billing and the property management requested that we back bill to the move in date.
  The first bill was for the period of 6/22/23-11/1/23.
  If they would like to provide a picture of their meter reading, we can compare it to the readings we are receiving. Readings can be sent to www.support@guardianwp.com.
  The meters and equipment installed in each unit are not the property of Guardian. It belongs to the property.
  If the resident is requesting to have the meter inspected or the unit itself checked for leaks, they would need to contact their property management.

  Customer response

  06/19/2024

  I am rejecting this response because: I have taken pictures and even logged readings and showed maintenance as well. Unfortunately I moved out of the premises because the manager threatened me with an eviction.  I was tied that I jeered to take this up with Guardian and Giardian advised me that I needed to speak with Management. I asked Guardian to provide me with with Metro water bill because I need to see my usage and was not able to provide.  I have done more.reaearxh regarding meters placed on water units and found its not accurate. I liked further and there have been other renters having same issues not in The Rowan complex but other ones in Antioch. The Rowan has a lot of vacancy and im not paying for water that we didn't use. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I currently own a townhome in ***** **** ******* in Sarasota, Florida. Several residents have had meter and billing issues with Guardian Water & Power to include myself and these issues have been going on for months. Only 2 people live at my residence and every month my water bill averages $150-200, which is over double the national average for 2 people. Also, on my bill next to the amount is a status of "leak alarm/back potential" which gives me cause for concern. I have contacted Guardian Water & Power several times via phone and email, they refuse to come to my residence and check on my water meter to make sure that it is working correctly and there are no leaks that may be causing these issues. Apparently I needed HOA approval for Guardian to come out, I obtained that approval and they still refused to come out. I am paying monthly for their services, I don't think this is an unreasonable request. I would like to be contacted by the BBB if possible to discuss everything. I can provide email traffic between myself, my HOA, and Guardian, billing statements, and meter readings. Please help me, I don't know what else to do at this point.

  

  Business response

  01/29/2024

  In response to the BBB Complaint ID ******** filed by **** *****, here is what we found:
  
  Guardian's billing department has coordinated with the HOA to validate the serial number on the submeter as there were concerns at several other units that the serial numbers did not align with the billing. Per the HOA, and per the resident's email on 12/18/2023 the serial number is correct for the address **** ****** Ct.
  
  It is physically impossible for a water submeter to advance (for the number dials to turn) without water flowing through the submeter. Water submeters are very simple devices and the only way the number dials turn is if water is flowing through it. The recent meter reading was 138,090 on 1/17/2024. If the reading on the meter face is above this number then the billing is accurate.
  
  Guardian does not service high bill amounts that may be due to leaks, as our technicians service only the submeter itself and any repairs on the plumbing lines themselves is outside of our scope of work. Guardian may very rarely inspect the meter for functionality, but we recommend first that the resident or HOA perform basic troubleshooting (listed below) to avoid any unnecessary costs.
  
  As such, we recommend continuing to partner with your property manager at ***** **** ******* HOA to thoroughly check for leaks or other minor plumbing concerns that may be contributing to the usage reflected in your bill.
  
  To have Guardian support staff assist with validating the recent meter reading, you may take a picture of the meter face (be sure to make sure the numbers on the front of the meter are visible) and send it to our support@guardianwp.com email address with the picture attached at your earliest convenience.
  
  Troubleshooting information:
  Most models of submeters have a leak indicator. A leak indicator is typically a dial that will spin if there is any water flow occurring. If all the faucets/taps are turned off, nothing on the face of the meter should move. If the dial/leak indicator spins, this indicates a potential leak.
  Track usage either overnight, or during the day if no one is home. Take a picture before and after to see if the numbers on the meter face advance during a time period when there should be no usage. If the numbers advance, this indicates a potential leak.
  Make sure the toilet(s) is not running in the unit. Even a small running toilet that is hard to hear could account for constant water usage resulting in a very high utility bill for the resident. Running toilets (AKA a toilet leak) accounts for 70% of the high bills that we see.
  To test for a running toilet, we recommend performing a toilet dye test, 
  1. Remove the tank lid. 
  2. Drop a dye tablet or several drops of food dye (or coffee, or any other liquid that is not clear) into the tank. Do NOT flush. Wait 15 minutes. 
  3. Check the water in the bowl for color. If the color appears in the bowl, there is a leak.
  
  Replacing the toilet’s flapper valve will likely stop the leak. To ensure proper flush performance, be sure the replacement flapper meets the toilet manufacturer’s specifications for your toilet model. If you turn off the toilet’s supply line, typically located at the back of the toilet, if the leak indicator on the meter stops moving this confirms the leak is stemming from the toilet
  Check for dripping faucets.
  Check for other water leaks, drips, etc. in the unit. There is likely no standing water you would be checking for, but any fixture in the unit that uses water should be checked.
  You could turn the shut-off valve off (next to the water submeter) at night or when not at home to avoid water charges for an unresolved leak.
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Our apt complex uses services from Guardian Water & Power as 3rd party billing services for the gas usage at our property, they bill our residents for gas, issue I am having is no follow up, no clear communication, lack of timely response and billing mistakes affecting tenants and our property, I have emailed left voice message to our account rep ***** ******* with no response. We escalated issue with her upper management owner of company *** ********* also included in email and i have yet to receive direct email and response regarding my inquiries, I emailed 12/05/2023 which i have attached copy, I once again call leave VM to ***** ******* 12/15/23 and follow up with another message, I just received billing preview on 12/21/23 from ***** ******* with no response on my previous inquiry and they neglected to send Oct & Nov preview on time so they sent 2 billings cycles all in one statement, which has mistakes on billing, every time i call there is no answer and it always prompts me to leave a message and I find it very frustrating to be paying for a service i am not receiving or common courtesy of a call back or simple email, we all are busy so i understand but the lack of effort is beyond frustrating.

  

  Business response

  01/08/2024

  In response to the BBB Complaint ID ******** filed by ****** *****, here is what we found:
  
  Guardian understands there have been gaps in communications for the account. Billing structure changes outside the scope of the contract were requested and are now in effect at no additional cost to the property. A free maintenance visit was offered in October and has not yet been accepted by the property management. Please respond to the 12/21 email confirming the best point of contact for scheduling. The monthly billing will be reassigned to a new account representative in the next billing cycle to address the customer service concerns.

  Customer response

  01/22/2024

  Good morning,

  No rep has been assigned to our account yet, I still am working with ***** ******* who is the rep in charge of our account and for the most part communication has improved, she did send me preview billing, she will be assigning a new rep to our account I was told in February. For now, we can close complaint my main concern was lack of communication or follow up or even a simple response or email. I am happy to report that I am getting response back and not being ignored. I appreciate your help this defiantly was resolution I was looking for.

• Initial Complaint

  09/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Guardian Water & Power (GWP) is billing me for water usage on meter ********. My meter is ********. Initial contact with GWP was April 2023. My water bills in previous home were three people using 2,000/month. Current bills are 6,000-8,000/month. There are no leaks; overnight meter readings (when water isn’t used) reveal no water usage. Incorrect meter was detected in May 2023. GWP stated meter correction info must be received only from property management company ********** ********** ****. ********* ********** **. (**** ********************************* ************) has notified GWP of the mistake and provided correct information, but claims GWP is non-responsive and nothing else can be done.

  

  Business response

  10/04/2023

  In response to the BBB Complaint ID 20649176 filed by ****** ********, here is what we found:
  
  Guardian received a meter & transmitter photo from the property management for the equipment installed in the unit.
  After researching the information, it was determined that the meter was not programmed correctly.
  The account representative for the property is in the process of generating corrected bills and they will be sent to the property management in the next few days.
  Bills going forward should be correct as well.
  Please accept our apologies for any inconvenience this may have caused.Tell us why here...

  Customer response

  10/19/2023

  I accept the business's response to resolve this complaint.

*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. ↩