Fact Check - Ms. Bond Customer Concern

Thank you for your interest in seeking out information. Customer focus is a WaterOne goal. We strive to provide a fair experience consistent with our policies for all customers. We believe all customers want and deserve equitable treatment. 

Due to our Customer Privacy Policy, we typically do not address individual customer information publicly. However, in this case, Ms. Bond requested a public hearing pursuant to WaterOne’s Rules & Regulations with WaterOne’s Board on February 11, 2025, and therefore, the following is a matter of public record and can be shared. 

Due to continuing public interest initiated by Ms. Bond and the continuing inaccuracy of media coverage, we are taking the unprecedented step to provide the following information to correct factual misstatements that have been circulated in the public domain. 

• Update 4/08: Ms. Bond filed suit in small claims court and the case was dismissed on 4/8.
• Update 3/20: Following media coverage in March 2025, Ms. Bond has begun payment on her total due. Previously, she had not made any payments to WaterOne since May 6, 2024 which was information shared in the public hearing as well as by Ms. Bond herself in the media.   

• Ms. Bond’s meter was tested and showed 100% accuracy.
  • Ms. Bond’s usage and charges were never estimated. Ms. Bond’s meter recorded each 1 gallon consumed and reported out in 1000-gallon increments. This is why there is the appearance of no water consumed on some days; it had not reached the 1000-gallon threshold to report out.  This is the design of that meter model.  This is not a malfunction or flaw. Consumption was accurately recorded and billed. 
  • Ms. Bond had normal/expected water consumption before and after two high consumption events. The unintended consumption events occurred between April 27, 2024, and June 18, 2024. 
  • During Ms. Bond’s two high consumption events, her average consumption rate was consistent with a constantly running toilet (such as a stuck chain).
  • In November 2024, Ms. Bond logged into her WaterOne customer portal for the first time. This automatically triggered an unrelated annual capital process to replace her original meter with a different model of meter that records each 1 gallon consumed and reports out in 1-gallon increments.  WaterOne has this annual capital process so that customers logging in to see their consumption will get real-time data and not have to wait for 1000 gallons to be consumed before it’s reported out. Both styles of meters are industry-standard; both are accurate.
• We have been working with Ms. Bond extensively since July 1, 2024, to bring positive resolution to her concerns. She has been given ample opportunity to have her concerns heard and her claims investigated.
  • This includes at least 25 documented contacts with WaterOne staff (estimating 100s of interactions in total) including phone calls, service visits, meetings at her home and onsite at WaterOne, and a public hearing with the Board in February.
  • Although she doesn’t qualify for a leak adjustment under our policies (e.g. she does not acknowledge that a leak occurred nor has she provided the necessary repair or service receipts to process a leak adjustment), last Fall we voluntarily offered her an adjustment of over $700 as a courtesy above and beyond our leak adjustment policies to try to bring a positive resolution to this situation. This is an extreme step we have taken on rare occasions in the past for other customers as a courtesy. Ms. Bond declined.
• At the February hearing, the Board reaffirmed the $700+ courtesy credit contingent upon Ms. Bond signing up for usage alerts so she can monitor her consumption whether at home or away. 
  • Ms. Bond warned us as early as last Fall and as recently as immediately following the Board decision that she would leverage her contacts in “media and politics” to bring about the resolution she wants. 
  • We have explained to Ms. Bond that WaterOne is a non-profit local utility. Any time there is a cost of service, either the customer who consumed the service has to pay for it or all customers end up absorbing the cost. In providing her with a courtesy credit of $700+ and holding her accountable for the remainder, we are striking a balance between fairness to Ms. Bond and fairness to every other WaterOne customer.
  • We have offered Ms. Bond an extended payment arrangement and continue to reach out to offer assistance with setting up her alerts and payments. We look forward to bringing this to a conclusion.
• Ms. Bond has shared that she had two plumbers evaluate her home.
  • Although repeatedly invited to do so, she has not provided receipts or other proof of service of those plumber visits to allow us to assess a leak adjustment for her. Despite this, we went beyond our policies to offer the $700+ adjustment as a customer service courtesy anyways – which she declined to accept.
  • As we’ve shared with Ms. Bond, if the high usage issue resolved on its own (such as a caught toilet chain being shifted back into place) there may not be anything for a plumber to find or fix. We understand that scenario may fuel her doubts. However, we have verified that the consumption occurred – and we have shared in detail repeatedly with her how we have verified that information. Regardless of how the consumption happened, she is still responsible for the cost of providing services to her residence.
• Ms. Bond's current total balance has been reported inaccurately and inconsistently in the media. We have made Ms. Bond aware of her current balance in written documentation and in conversation with her.

As we’ve urged Ms. Bond, we encourage all customers to sign up for usage alerts so leaks and unintended high usage can be caught early and action taken to fix the unintended consumption. Resource Link:  waterone.org/viewmyusage

WaterOne appreciates our customers and strives to provide fair and accurate billing for the services used. We understand that billing concerns can arise, and we remain committed to transparency and customer support. If you have questions about your bill or require assistance with payment options, we encourage you to contact our customer service team at 913-895-1800.