Complaints

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

close

Find a Location

Guardian Water & Power, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Guardian Water & Power, Inc.

  1650 Watermark Dr Ste 170 Columbus, OH 43215-7006

  
• 

  Guardian Water & Power, Inc.

  PO Box 163488 Columbus, OH 43216-3488

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We very unfortunately entered into a 3-year contract with Guardian back in 2019 and have regretted it since. You may wonder why a 3 year contract signed in **************************************** 2025 - that's because they insist the contract goes until Oct '25 and their General Counsel (***** ******) who signed off on the contract wording now won't return several attempts to discuss.

  We entered into the original agreement based upon discussions / representations of Guardian as to the expected performance of their service. Soon after spending ~$100K on submeters from Guardian and starting the billing, we learned the actual experience was far different than the experience they sold us. As a result, we've had years of paying Guardian thousands of dollars for a service that doesn't deliver the financial return promised. We have offered to resolve this, however our reasonable offers have been returned with threats of collection and refusal of their General Counsel to return emails asking for a call.The contact is attached.

  As you can see, the contract becomes effective upon the date of the Clients signature on the first page which is 9/3/19 NOT on the date of the first bill / start of service. It further states that **** responsibilities under Section 1 of this **************** Agreement shall begin on the first day of the Billing Term. This addresses Guardian Water & Power's (GWPs) responsibilities only NOT Clear Capitals responsibilities which are contained in a separate section of the agreement. Since our obligations commence upon signing of the agreement and Guardian only stipulate that **** responsibilities under Section 1 of this **************** Agreement shall begin on the first day of the Billing Term. without also stating ************** responsibilities, we do not believe we are under any obligation to continue payment.

  

  Business Response

  Date: 02/21/2025

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

  Clear Capital is cherry-picking contract language for its own benefit to justify early termination. Section 9 contains two distinct provisions: (1) GWPs responsibilities, which begin on the first day of the Billing Term, and (2) the definition of the Billing Term itself, which applies to both parties.

  
  The contract states that it is "fully effective and binding as of the date of the Clients signature" (9/3/19). It then specifies that "GWPs responsibilities under Section 1... shall begin on the first day of the Billing Term." However, the Billing Term is separately defined as "the period commencing on the date of the initial billing and continuing for 36 months."

  
  Nowhere in this definition does it state that the Billing Term applies only to GWP and it is in fact clearly implied that it applies to both parties. ************* is ignoring this clear language and attempting to claim that its obligations ended upon signing, when in reality, the contract explicitly ties both service and payment obligations to the start of billing. Guardian Water & Power has upheld its contractual commitments and remains open to discussions. We will take ************** proposed resolution into consideration, but we are not agreeing to it in this response.

  Customer Answer

  Date: 03/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22952618
  
  I am rejecting this response because: 

  The business responded: ************** is cherry-picking contract language for its own benefit to justify early termination. Section 9 contains two distinct provisions: (1) GWPs responsibilities, which begin on the first day of the Billing Term, and (2) the definition of the Billing Term itself, which applies to both parties."

  In actuality, I believe its the business who is cherry picking (or more appropriately manufacturing) wording in the contract. While there is indeed a definition of Billing Term, nowhere does it state that it applies to both parties, and notably it's not found anywhere as an obligation under "Client's Responsibilities".

  The business responded: "The contract states that it is "fully effective and binding as of the date of the Clients signature" (9/3/19). It then specifies that "GWPs responsibilities under Section 1... shall begin on the first day of the Billing Term." However, the Billing Term is separately defined as "the period commencing on the date of the initial billing and continuing for 36 months.""

  Again this supports our case - this ties to ***'s responsibilities and NOT our (client's) responsibilities which are specifically listed but do not include this.

  The business responded: "Nowhere in this definition does it state that the Billing Term applies only to GWP and it is in fact clearly implied that it applies to both parties. ************* is ignoring this clear language and attempting to claim that its obligations ended upon signing, when in reality, the contract explicitly ties both service and payment obligations to the start of billing. Guardian Water & Power has upheld its contractual commitments and remains open to discussions. We will take *************s proposed resolution into consideration, but we are not agreeing to it in this response."

  Key here is the wording they use "implied". Contracts tie to the actual wording, and not "implied" wording because that is what the business wants. In fact, ambiguity should and does favor the customer and this is ambiguous at best for them. The wording does not bind ************* absent their hope of the "implied" meaning.

  Further, after sending Guardian specific written instructions to halt their draw of funds upon our account, they have continued to pull money from our account. We remain open to the resolution proposed which we believe more than fair after spending so much money with Guardian based on their representations in the sales process that ended up far from reality. We have been damaged by >$100,000 payable to Guardian at this point. Our proposal is a small fraction of that.

  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 04/07/2025

  In response to the BBB Complaint ID ******** filed by ***** ********, here is what we found:
  
  We have reviewed Clear Capitals follow-up and respectfully maintain our position as stated. We will not continue to debate or attempt to litigate this matter through the BBBs platform. 
  The BBB is designed primarily to assist consumers in resolving complaints against businesses, not business-to-business disputes. This complaint is strictly business-to-business in nature and therefore falls outside the scope of the BBBs intended purpose.
  Furthermore, the BBB guidelines specifically state it does not handle collection of payment owed for goods or services provided and does not act as a collection agency. This dispute involves both a billing disagreement and a perceived service issue, specifically for a payment owed by ************* for services provided that it disagrees with. 
  We respectfully request that the BBB close this complaint accordingly.

  Customer Answer

  Date: 04/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22952618
  
  I am rejecting this response because this is not simply a billing dispute at they suggest. Rather, it's an issue with this company's sales process and misleading statements to induce customers like us into contracts for services. 

  This company has made tens of thousands of dollars off of us, and has refused an incredibly reasonable offer to part ways. 

  Regards,
  
  ***** ********

• Initial Complaint

  Date:01/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Water bill and meter discrepancy described in attached letter

  

  Business Response

  Date: 01/24/2025

  In response to the BBB Complaint, please understand,  the meter installed in the unit does not belong to Guardian Water & Power. Therefore, any meter checks or service would need to be initiated by property management.

  It would be up to property management to have the meters inspected.

  We can tell there were high bills in August, September and October 2024. Since then, the bills have gone back down.
  It was admitted they found 2 water leaks.

  The bill in December 2023 was a bill for multiple months when we were unable to obtain a reading due to a disconnect which was discovered when the unit was serviced on 11/15/23. This was repaired.

  
  

  Customer Answer

  Date: 02/09/2025

  Hello **** While I was traveling I received a phone call from Guardian Water.  I was driving so did not take notes, but the person on the phone explained that all the overcharges for ***************************** were 'adjustments' as **************** had not been billed properly from the beginning.  This makes absolutely no sense. 

  After talking to other Creekside residents to understand what they are paying for water each month, I got amounts between $50 and $80 per month with households of two or more people. Note that 49 Bay Tree has been occupied by one little old lady who did one or two loads of laundry per week and had low water use in her patio. 

  I did som basic math r.e. the charge for the charge of $911 for December 2023.  This amount, according to the Guardian representative, was to make up for 6 months that 49 Bay Tree had not been charged correctly.  6 times 80 is $480.  The numbers do not add up. I know I am tilting at windmills, but my sense is that Guardian water has some careless practices that result in overcharges, generally to people who are on autopay and are not paying attention.

  Thanks for your continued attention.

  ****** ******* POA for ***** ****** (now deceased) *****************************

  

  Business Response

  Date: 02/19/2025

  In response to the BBB Complaint ID ******** filed by ******** *******,here is what we found:
  
  Looking over all information, there are no overcharges due to unit not being billed properly from the beginning.
  We cannot compare usage from any other unit at the property when everyone uses water differently or could have leaks.
  Regarding the $911 bill that was calculated in Dec 2023 is for over 7 months of water usage.
  It was determined there was a disconnect in the metering system (transmitter not attached to the meter in the unit). Guardian serviced this in November 2023 and repaired it.
  This service allowed us to start getting reads from the meter.
  

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There has been an ongoing issues with billing regard water usage from the company, in conjunction with the existing HOA. Water usage does not align to the water meter, assigned to the property. Evidence has been provided to assert this claim. Despite the passage of a year, the issue persists. Residents of the community have reported a similar issue in *********** with the company. Illustrating the meter is not communicating properly with the company's server.

  

  Business Response

  Date: 11/25/2024

  In response to the BBB Complaint ID ******** filed by ******* ******* *******, here is what we found:
  
  Guardian has been working with the property management to provide pictures of the meter and transmitter located in this unit.
  Once the property management provided the information, it was determined that we are reading the correct meter and transmitter that are programmed for this unit.
  It was also determined that the transmitter was not programmed to match the meter reading.
  The account representative for this property is working with the property manager to correct the issue with the incorrect readings.
  In the meantime, a corrected bill was issued in November for the incorrect reads that were billed.
  I have attached a picture of this bill.  

  Customer Answer

  Date: 12/16/2024

  After speaking with Guardian customer service regarding the issue, I was informed a equipment order had been placed, but has yet to be installed.

  Inquiring with both the property manager and Guardian, I have been left without information pertaining to the current read of the meter, which I the owner am responsible for paying. Speaking with Guardian, I have asked for all correspondence and information pertaining to this issue between parties, incessantly inquiring for photo documentation of the water meter for my own documentation.

  I am presently awaiting information pertaining to this issue, on my second inquiry attempt with customer service. Unfortunately, the water meter is only accessible to the property manager, and no correspondence of the present status the meter has been shared with me, the owner, since September 2024 despite dual requests for this data to both parties.

  Per the affidavit of the business on 11/25/24, in my previous compliant, the company is presently receiving record of this meter. However, per the affidavit of the invoices provided, the usage has been inconsistent. As the invoices demonstrate the usage is incorrect. This issue dates back to September 2023, without resolve. I too understand, the water equipment is presently not to code, per statement of the property management, to the dissatisfaction of other owners.

  Ultimately, I would like resolution for accurate and consistent billing without a monthly review by property management and myself. Currently, I am at the mercy of this billing, as failure to pay will be a delinquency **** on my part.

  The attached documents will demonstrate the following:

  the timeline of this issue being over a year,

  the equipment is faulty,

  both involved parties are knowledgeable of this information, and

  that I have inquired multiple times for this information to be shared with me without resolve of information being provided.

  

  Business Response

  Date: 12/20/2024

  In response to the BBB Complaint ID ******** filed by ******* ******* *******, here is what we found:
  
  Following the Nov corrected bill the ** reset the transceiver on 11/08 so that we could address reprogramming.
  Tech services completed the reprogramming on 11/18
  Due to the delay in reprogramming and this property billing an entire month behind (prior 1st-1st) this triggered the incorrect 11/01 reading to be entered for Dec billing.
  Applied Dec balance as a credit and created a new Corrected Dec bill to mail out today. See copy attached for reference.
  Resident will need to discuss access to meters with property management as Guardian cannot provide this access.

• Initial Complaint

  Date:07/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/21/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 [email protected]. We can use this to confirm if the reading matches what we are getting from the transmitter daily.

  Customer Answer

  Date: 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

  Date: 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 [email protected] or by phone at 614-388-6026, 8:30 AM – 8:00 PM EST, M-F.

  Customer Answer

  Date: 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

  Date:05/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 [email protected].
  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 Answer

  Date: 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,
  
  ***** ******