Guardian Water & Power Reviews (%countItem)
Guardian Water & Power Rating
Address: 1650 Watermark Dr Ste 170, Columbus, Ohio, United States, 43215-7006
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Stay away from this company. I had left them with a 1 star review, because Chris Apostolos had lied to me, stating that if I sell the property with the Guardian Water & Power Meters, that the new owners would be able to take over the service.
After I had closed escrow, I was informed by the case manager that they will not be servicing the new water meters. I had contacted Chris Apostolos and he had ghosted me. I had even provided the emails to the case manager, and she and her employees had avoided talking about it.
Then, when I had left a 1 star review, they had cancelled the services without any explanation. The owner, Chris Apostolos is not that honest
I was deployed overseas the week after I bought my house, and from the time I bought it up through the next few months, there was no water usage. Then suddenly, while I'm 7000 miles away, my usage jumps to nearly 35,000 gallons of water over the course of a week. This resulted in nearly a $450 bill and when I called to ask questions, I was told that it was an issue with my condo association even though the water bills had been turned over to personal accounts long before these charges. After speaking with them multiple times, they pretty much told me they had no reason to believe there was anything wrong even though no one was in the house, so the charges still stand.
Now im stuck with a $450 bill for 35000 gallons of water that I couldn't have used because I was deployed.
This is in response to the complaint (ID #***) filed by Ryan H with your office. Here is what we found:
1. Guardian did send a bill in January 2019 in the amount of $419.28 for 31,410 gallons of water.
2. Based on the readings we received, this is the amount of water that went through the meter.
3. Due to the time that has passed since this large usage occurred, we are not able to view the daily reads.
4. The system used to capture the readings only stores the daily reads for 90 days.
5. Because of this, there is no way to determine what may or may not have happened during this time.
6. At least, Mr. H should have received a bill for minimum charges in the amount of $27.41.
7. I have issued a credit for the difference of the $419.28 and the $27.41 for a total credit of $391.87 for this bill.
I was advised to enroll in automatic bill pay on the 20th of the month to avoid a *** month convince fee from paying with a card. I was consistently charged late fees associated with my account and when I asked how to stop the fees I was given conflicting information as to change my payment date to the 10th and then the 26th. I have been charged to date about *** worth of late fees even though I've constantly made payments on the 20th of every month.
This is in response to the complaint (ID ***) filed by ***. Below is our response.
1. Per the conversation *** had with our Account Rep. Supervisor, he changed his ACH bill pay date on 4/30/20 to the 26th of each month.
2. This should work as *** is billed for his properties on the 23rd of each month. He would be paying the bill a few days after it is released instead of a month later.
3. In regards to the late fees *** has accumulated. As of today, there have been 13 late fees in the amount of *** charged to his account since it has been opened.
4. He did receive a credit of *** on 12/5/19 and another credit of *** on 5/4/20. This is a total credit so far of ***.
5. We are going to credit the remaining *** in late fees off of his account as a one time courtesy. Any other late fees that are applied going forward will need to be paid.
6. With this, *** now has a credit on his account in the amount of $***.
[A def
*
Revdex.com:
I reviewed the response made by the business in reference to complaint ID, and find the resolution is satisfactory to me.
Regards
I gave my 30 day notice in January, paid Jan. & Feb. bills. I called in March when they sent me a bill, they said they were working on getting me off their books. Now I have received an over due statement for April.
This is in response to the complaint filed by *** (ID #***) with your office. Below is our response:
1. Guardian has deleted the account.
2. The amount charged for the billing in March and April have been credited back off of the account.
3. Due to the property owner paying the March bill, Guardian will be sending a check back in the amount of $19.70.
4. The check will be mailed out the week of 5/4/2020.
5. The account is closed and the balance is $0.00.
I reviewed the response made by the business in reference to complaint ID, and find the resolution is satisfactory to me.
Regards
I have been trying to close my account service with this company for the past 3 months yet they continue to send me bills. I sent an email to cancel and close my account on November 25, 2019. In January, 2020 I received a bill again at which time I called and asked why they hadn't closed my account. They told me they would take care of it. In February, 2020 I again received past due bills. I again called the company and asked to speak to a Supervisor. After speaking to a Supervisor she assured me that the past due amounts would be removed and the account would be closed. Yesterday I received a letter from Guardian Water & Power stating that my account had been suspended for non-payment. In addition they said if I did not pay the past due amounts of $60.00 it would be turned over to a collection agency. The $60 is for the past 3 months of service which I cancelled back in November over 3 months ago. I will again call today to try and resolve this but so far every month I am told it will be taken care of and nothing happens.
Below is our response to the complaint (ID *** filed by *** with your office.
1. As of today, March 10, 2020, this account has been closed and deactivated.
2. All charges have been credited off leaving a $0.00 balance.
3. Our apologies for the confusion and delay in not getting this taken care of sooner for you.
Revdex.com called consumer using an automated phone system. Consumer sent a text with the number 1 indicating that they accepted business response and complaint could be closed resolved - see below for details:
1:39 PM (614) 204-2701 messaged you 1
Description:
*** PAPER COMPLAINT
Consumer states his bill does not provide a break down of charges.
Below is our response to the complaint (ID ***) filed by *** with your office.1. Guardian has consulted with our Compliance Specialist and we are not able to locate any law that requires us to provide a breakdown of charges on our bill.2. Guardian does not use a gas tariff to calculate the resident’s bills.We use the actual utility bill that the property receives and create a monthly flat rate based on this bill.3. Going forward Guardian will be displaying the
monthly rate for this property on the bills so there is more explanation of how
the bill amount was calculated.
Complaint DetailComplaint No. *** Date Entered: 1/31/2020Consumer: Supplier:*** Guardian Water & PowerP O BOX 1063 1160 GOODALE BLVDCAMAS, WA 98607- COLUMBUS, OH 43212-3728(360)991-5667 ext. daytime (614)291-3141 ext. daytime(614)388-6001 ext. daytime(614)388-6026 ext. daytime(800)444-9283 ext. daytime(614)291-4770 ext. fax(614)388-6098 ext. faxEmail: ***Utilities/Phone/Internet/TV/WaterSolicited Via: Word of MouthPurchase Information:Problem Area: Billing for Product or Services not orderedPurchase Date: 12/10/2019Total Price: $13.75Disputed Amount: $3.75Amount Paid So Far: $0.00Description:*** PAPER COMPLAINT Consumer states his bill does not provide a break down of charges.Satisfactory Solution:consumer wants a break down and explaination of the charges on this billComplaint No. ***Wednesday, February 05, 2020 Page 1 of 1
Guardian Water and Power has been hired by the HOA to sub-meter the water in the neighborhood of townhomes where I live. My monthly bills have consistently been between $40 - $45. Last months bill was 6 times greater at $242.73.
No changes have been made to the house and if anything, consumption was decreased for the month in question as we were only home for 10 days of the billing period.
I immediately contacted Guardian about the increased bill and they instructed me to monitor the meter to make sure that it was not running while no water was being used, to insure that there was not a leak. After ruling out that a leak was not possible we turned to the possibility that it could be a meter error. The meter at the property was reading the same as the digital reading in Columbus. After ruling out the read error, I was instructed to contact the HOA for further help.
This is where the complaint gets complicated, as I have been receiving the run around from both the HOA and Guardian, neither of which are taking responsibility, or offering any remedy for the potential billing issue. To my knowledge, neither agency has been proactive to provide a solution to the issue, and the bill due date is quickly approaching, 13 February, 2020.
After multiple calls to both Guardian and the HOA, they have stated that my water meter appears to be running correctly, or on average, for this month, and appears to be no issue.
Nothing is being done to fix my bill for the billing period of 12/19/2019 - 01/19/2020.
They claim that my water consumption was 9,890 gallons for the period in question. My average consumption over the past 6 months was 1,265 gallons. I find it virtually impossible that I consumed nearly 7,000 gallons more of water in a one month time span.
Another major selling point of the Guardian water meter system is that your water consumption is constantly monitored and you are notified if and when your consumption is out of the ordinary. By my definition, I believe that 7,000 gallon change would qualify as abnormal or out of the ordinary. I received no notification of my change in consumption, other than my monthly bill.
Guardian did request a reading from the resident to compare to what we were currently receiving via the radio frequency sub meter system installed in this unit.Once we received the meter read, we were able to determine that our reading was matching the reading on the actual meter installed in the unit.This lets us know that the water flowed through the meter as the meter will not move faster than the water that flows through it.Upon further investigation we have been able to determine that 8,580 gallons of the bill went through the meter from 12/26/19 – 12/29/19.This type of usage in a short period of time usually indicates a leak.Normally the leak is due to a toilet that is left running or a flapper inside the tank that does not seal properly so the water continues to run.Since 12/29/19 the water in this unit has returned to the average usage amount.At this time, it would be up to the property/HOA to determine if there should be any type of credit given to the resident for this bill as there is nothing wrong with the meter.
.
I am rejecting this response because: There have been no changes to the condition of the water flowing. No leaks have been repaired, or found. The HOA has a guardian representative check the meter and he suggested that there could be a billing error.
The HOA is handling the situation on their end, but it appears to be an issue on Guardians end since there were no changes to the home. The complaint was formed because Guardian continues to ignore the fact that the water usage was up even though we were only home 5 days and there were no leaks.
Regards
We are BEING ROBBED!!
Our apartment complex uses guardian for submetering. We moved in September of 2019 and our first water bill was only 50 dollars. we noticed the next month our bill was not included we were told they were having issues with the metering system. We thought nothing of it but the next month again no bill. That is until January three months later you try to charge us 3 times the usual amount for our area and a family of 3.
MY MOTHER PAYS HER WATER BILL THROUGH THE PROPERTY MANAGEMENT; HOWEVER, SHE SHOULD RECEIVE A BILL SHOWING WHAT SHE IS PAYING FOR. THIS COMPANY HAS SENT HER 2 OF THEM SINCE SHE MOVED THERE 6/1/2019. I HAVE CONTACTED THEM ABOUT THIS A FEW TIMES. THE LAST WAS A WEEK AGO AND THE SAY THEY CANNOT SEND THEM TO HER. WE WENT ROUND AND ROUND ABOUT IT. I CANT HELP BUT FEEL THEY ARE TAKING ADVANTAGE OF A COMPLEX WHERE THE MAJORITY OF THE RESIDENCE ARE SENIOR CITIZENS. THE PROPERTY MANAGER INFORMED ME THAT THEY HAVE HAD NOTHING BUT PROBLEMS WITH THIS COMPANY SINCE MAY/JUNE AND ARE CHANGING THE SERVICE TO SOMEONE ELSE.
The company ignores any emails we sent they don't record the proper information or they don't record any information at all which is making our business extremely hard to run We have water bills that aren't being paid because they're not being acknowledged this just can't keep happening. We pay them a monthly fee for a service they do not complete or do properly We should not have to pay for this.
Below is our response the complaint (ID ***) filed by *** with your office.
1. Ms. is emailed a monthly statement and summary each month once we complete the billing for her properties.
2. From my understanding Ms. was sending changes back to the same email that was sending her the monthly billing report.
3. The department that sends these reports out are not equipped to make changes to any of the accounts.
4. All changes should be sent to *** or to ***.
5. I am attaching a corrected bill for one of her residents that had a meter changed out. Please see attached bill for ***.
6. I do know that Ms. spoke with 2 different representatives with Guardian last week and I believe that her issues were resolved.
7. If there are any other unresolved issue’s I would like the chance to speak to Ms.. She can reach out via *** and ask to speak with a manager or supervisor about her account.
I have automatic bill pay set up on my account. I always receive a text message a couple days in advance notifying me of the amount to be withdrawn from my bank account. In November, I received a message that $0 would be withdrawn. I thought that strange, but I believe I also checked our account on Guardian's webpage and it also showed $0 and assumed Guardian would know how to bill me correctly. This month, they have billed me for November and December, as well as a $15 late charge for November. Again, I received notice that my bill in November was $0, and I am signed up for automatic bill pay. We called to have the late charge refunded and they have refused.
Below is our response to the complaint (ID ***) filed by *** with your office.
1. Ms. is correct that the funding notices do get sent out 3 days prior to the date that she has selected for Guardian Water & Power to pull the bill amount from her bank account.
2. In November 2019, the funding notice was sent on the 13th of the month as Ms. had selected the 16th of the month as the date to have Guardian pull the money and pay her bill.
3. The bills in November 2019 were not released until the 14th of the month causing the funding notice on the 13th to be sent for $0.00.
4. When the bills were released on the 14th, Ms. is signed up for e-bills and should have received an email notification to the same email that she received the funding notice that her bill was now available and ready to be viewed on-line.
5. Since funding notices are only sent once a month, Ms. did not pay her bill before the next funding notice was sent. This resulted in her receiving a late notice on 12/5/19 in the amount of $15.50.
6. When they called in to have the late fee removed, they should have been notified that we need to get authorization to do this and that our call center representatives are not permitted to just issue credit on their own.
7. At this time, we have credited off the $15.50 late fee. The current balance on their account is a credit of $15.50.
Revdex.com:
I reviewed the response made by the business in reference to complaint ID, and find the resolution is satisfactory to me.
Regards
I have been having an increased bill since april 2019-present and contacted the company numerous of times about my bill increase. My bills have been increasing overtime and these last two months bills alone are ridiculous. I still have yet to have someone resolve my issue let alone explain it. This is very odd how water meter readings are withheld from residents and I feel like something is not right.
Below is our response to the complaint (ID 13978600) filed by *** with your office.
1. On November 18, 2019, Guardian received a request from the property management to credit Ms. $40.00. When we asked what the credit was for, they stated that Ms. had come to them and told them that her bill had been high for the past few months. They said that she mentioned that the maintenance guy had to fix her toilet flappers as her toilets were running.
2. The property management also mentioned to us that Ms. had numerous people staying with her on and off for the last couple of months.
3. The property management said they told Ms. that this could be the reason why it went up.
4. If there are any further adjustments to be made to Ms. Carter’s bill, this would be between her and her property management.
5. In regards to meter readings being withheld from residents, Guardian displays the previous and current read and dates on each bill that is sent to the residents at Southport Abbington Oaks. (see attached monthly water/sewer bill with meter readings).
Description:
I moved into my apartment at *** on August 10th, 2019 and
was renting from the *** Rental Company. The Property Manager for *** assured me that
the average water bill would run between $30 and $40 per month. This is based on a single person using
between 80 and 100 gallons of water per day. A couple of my neighbors
confirmed that their water bills were in this range.
The first water bill I received was October 8th from *** for the month of August for
a total of $121.03. This was 3 times higher than the estimate of $40 I was given by the previous
management company.
1. Upon reviewing Ms. account, I was able to confirm that she was billed incorrectly for her water/sewer usage for the first 2 bills that she has received from Guardian Water & Power.
2. I am attaching corrected bills in the amount of $23.67 and $26.89. We are informing the property management of this error as well.
3. In regards to Ms. being charged prior to her move-in date of 8/10/19, if we do not receive an actual move in read from the property management for the date one of their residents moves in, we use the closest date that we have taken. In this case, we billed starting on 8/1/19.
4. If there was to be any type of credit given for the time period that Ms. did not live in the unit, this would come from the property management as this is who she makes her payments to. Guardian is not authorized to issue credits on accounts without the property managements approval.
I moved out of the condo in May of 2018 and for 5 months they continue to bill me for services for a place I no longer live. I call them to get my name off the account and they tell me I have to go through the HOA which is non-responsive as well. They have no desire to help whatsoever and no matter how many times I call or write, I still receive bills. This is such an unreputable, and unprofessional company. This day and age, it only takes someone going into the account for that property and removes the tenant who no longer lives there, it's not rocket science.
Below is our response to the complaint (ID ***) filed by *** with your office.
1. Guardian does not need the HOA to make resident changes on this property, but we do need authorization from the condo owner.
2. *** rented the condo from the condo owner and with Guardian not knowing the specifications of the lease agreement between them and the owner, we cannot just move them out without the condo owners consent.
3. We were able to confirm with the condo owner on 10/9/19 and move *** out of this unit. Their name is no longer attached to it and they will no longer receive bills from Guardian for this address.
Revdex.com:
I reviewed the response made by the business in reference to complaint ID, and find the resolution is satisfactory to me. I'm sorry that it took a complaint with Revdex.com and 5 attempts prior to rectify the situation.
Regards
On August 17th I mailed a *** money order to the New York address showing on letterhead from guardian. Apparently they do not have a New York address and now I need to refund this money order and *** it's going to charge me $15 it will take approximately 30 days. Because I sent this morning order to an address on their letterhead I want a refund of the $15 I have to eat because their information is and correct
Below is our response to the complaint (ID ***) filed by *** with your office.
1. The bill that Ms. received comes with a remittance envelope and a payment stub with the correct address as to where she is to make her payment. The address provided to her on her bill is: BILLING SERVICES, PO BOX ***, ***, OH ***.
2. At no point has Guardian mailed out letters to this property.
3. We have asked Ms. for a copy of the letter that she says she received from Guardian with a New York address and we have not received any copies to date.
4. Guardian would have nothing to do with refunding the $15.00 that Ms. is being charged by *** since she mailed her payment to the incorrect address.
I *** does not have a water meter my bill went from 40.00 dollars to 59.31
Below is our response to the complaint (ID ***) filed by *** with your office.
1. Mr. is correct that he does not have a water meter installed in his unit.
2. The water billing is calculated based on a Ratio Utility Billing system at his property (this is stated on his monthly bill).
3. What this means is we take the entire municipal water bill that the property receives and divide that up based on the number of units and how many occupants there are in each unit.
4. Since the total amount of water for the municipal bill changes, so will the billing for every unit.
5. Guardian cannot install a water meter in Mr.’s unit unless the property decides to have meters installed in all units at the property.
This company exists to skim a little bit of money off the top and provides very little value-add in return. Customer service is absolutely not a priority. Their website is like a trip back to the early 90s. Auto-pay doesn't always work. Sometimes they "forget" to send you a bill, and you end up paying a huge sum down the road when they finally remember to bill you. Moving out? Closing your account? Screw you, your auto-pay won't work for your last bill - hope you notice before they get that little extra late fee from you before you can get away from them! Oh, but maybe you did notice before you got charged a late fee? Screw you still, "no, we can't bill the account you've been using for auto-pay all along" - the only way to pay is via debit or credit which gives them a great excuse to tack on one last fee before you're on your way. I feel bad for anyone who has to work with this company. I'm not sure how the people who work for Guardian sleep at night.
We are a small rental property company that has had a really awful experience with Guardian Water and Power for the last half-year. It started in December 2018 when a long-term tenant, who usually had a very modest water usage, received a huge water bill. We began the long long long process of dealing with Guardian over figuring out what went wrong. Long story short, we met with someone from the company in January and determined that the meter reader had read the City of Columbus meter instead of the Guardian Meter. The meter was old and had some faded numbers, but it was still readable. We began to ask for a corrected bill. We called, sent detailed letters, etc. We were assured that this wouldn't happen again. Except that it did! So we kept trying to have no more mistakes made and to get a corrected bill to submit to our elderly tenant. WE HAVE NEVER RECEIVED A CORRECTED BILL. We did have a new meter installed, for a few hundred dollars, to ensure that the company wouldn't screw up again. Thank goodness that one of our members has an MBA so he figured out, roughly, what the tenant owed us. She is now moving to a nursing home. THE ONLY SOLUTION THE COMPANY GAVE US ON THE BILLING was to have it worked out on her bill over the next several years!!!! That means we would now be on the hook for the amount she owed us since she is leaving. This has been an unbelievably frustrating and time-consuming effort. And all of it was caused by Guardian's own error. They get paid for reading meters and sending out correct bills - if they can't do that, we are wondering why we are paying them.
On January 11, $61 was deducted from my bank account payable to guardian. My bill is usually 1/2 this amount. I contacted my bank and guardian and received a refund for $35.
Essentially, guardian just kept what I owed and I got back a refund of $35. Now guardian is saying the $35 was a CHARGE BACK FROM THE BANK and are charging me the $35 and a $20 fee for the CHARGEBACK. My bank has assured me that there was NO CHARGEBACK AND NO $20 FEE ASSESSED BY THEM. I
I have paid the bill in full but I'm due a refund of the $35 and the $20 fee as they never should have had that to begin with. I believe that original $61 charge was an automatic charge when I signed up for automatic billing they say I charged it. Over the web. Regardless I have kept my bill up to date never did owe the original $35 that was refunded I should not be getting a $20 chargeback fee charged to me. Their comment was if you're going to contest it with your back then there will be a fee and you'll have to pay it every time.
Please note I already had issues with this company you have to resolve one where they tried to charge me $130 for my first month's electric when my bills run less than $30 a month. I never did owe the $35 that was refunded back and then never was a $20 fee that I paid so I want $55 and change back or credited to my account with Guardian.
I thank you for your help I look forward to hearing from you
In response to the Revdex.com complaint #***, here is what we have found.
1. This Ms. received an E-Bill notification on 12/18/18 stating that her balance on her account was $58.67. (see attached)
2. On 1/3/19 Ms. made an online credit card payment in the amount of $61.67 ($58.67 bill and $3.00 fee) which brought her account to a zero balance.
3. On 2/4/19 Guardian (GWP) received a “Dispute Charge Back” for $35.67. (see attached)
4. On 3/28/19 GWP reversed the $61.67 payment and then added a credit card payment in the amount of $26.00 at the time of the charge back. GWP also charged her a $20.00 charge back fee. (By doing this, the balance on her account increased by $55.67). (see attached letter)
5. Included is a copy of the AR ledger for Ms.. This shows the payment history on the account.
6. As you will see from the ledger, Ms.’s monthly bills are usually half of the $61 amount as she states in her complaint. You will also see that payments were not made every month resulting in a larger balance due month to month.
7. The original amount that was paid (along with the fee) of $61.67 was the correct amount due at the time the payment was made on 1/3/19.
8. Ms. then decided in February to dispute the amount after she received 2 more bills from Guardian Water & Power. (Which were both paid in full on 3/13/19 with one payment).
9. Ms. is requesting $35 be refunded to her. The Dispute notification that we received states that the cardholders account has already been credited as a result of this chargeback. She should not receive money from them and a credit from us for the same thing.
My HOA uses this company to sub meter our water. The meters are constantly not reading or malfunctioning. They are understaffed and do not return phone calls. Terrible customer service. Clueless about how to fix problems. Last service visit they “sealed” the meters because rain got in (I live in *** - what must it be like for customers where they actually have a lot of rain). Now we have another meter not reading and they don’t know why. Service representative was rude, blamed poor customer service on holiday, staffing, blah blah blah. This is not my problem and I was given no timeline or solution until I pushed for a return call in 5 days. Not holding my breath for that call as the last time I was given a return call NOTHING and I had to call several times after I never heard from them.