Complaints

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:04/16/2025

  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.

  We moved to a new house in ******** of 2024, still with CWW. I called and had service disconnected at the old address, service started at the new house, confirmed the new account was linked to my auto pay, and ensured we were not delinquent any payments. In late January, I got a notice that our account was delinquent, so I contacted their customer service. On *** **, 2025 I learned they had canceled my auto pay, had not sent me notice of bill for ********, and still had my account at the old address active. I paid my arrears with an agent, ensured she re-enrolled me in auto pay, then went about my way. 2 months later, again, I get notice that I am delinquent. I have since called and emailed, sometimes waiting on hold for hours, but cannot reach anyone. My water was officially cut off this morning, leaving my fiancé and * kids without potable water. Their failure has now become a detriment the safety of my family. I travel weekly for work, so I am never in town to resolve these issues in person. On top of this, they have now hit me with a $75 delinquency charge, because they will not accept my online payment, or answer the phone.

  Business Response

  Date: 04/24/2025

  Dear *** ****,

  This message is in response to your request to discontinue water service at your previous address, transfer service to your new address, and ensure that the new account is linked to auto pay. Our records indicate the following:
  

  On ******** **, 2024, your wife requested a transfer of service but did not inquire about auto pay. On ******* **, 2025, you contacted us after receiving a past-due notice, explaining that you had not received a bill since moving, as your previous account was on auto pay. The representative informed you that your new address has a different account number than your previous address. She assisted you in making the new account your primary account online and advised you to set up auto pay to ensure future bills would be drafted. At that time, you agreed and made a payment and assured the representative that you would take care of setting up auto pay, despite experiencing poor cellular service. On April 8 a $75.00 delinquency fee was added to your account due to nonpayment of the February and March bills. Although you paid the balance in full on ******* **, you did not register the account for auto pay. On April 16, you called because your water service was disconnected. You explained to the CSR that you had attempted to contact us previously but were unsuccessful due to high call volumes and asked that we not charge the late fee. The representative apologized for the inconvenience and agreed to waive the $75 delinquency fee as a one-time courtesy. Your account was credited $75, and after you paid the past-due balance, your service was restored. Please note that your April bill is due on May 1, as your auto-pay enrollment occurred after the bill was generated. Moving forward, your May and future bills will be automatically drafted.

  If you need any assistance, please don’t hesitate to contact us.
  

  Sincerely,

  Sonja B*****

  Customer Service Manager

  Customer Answer

  Date: 04/24/2025

  Complaint: ********
  
  I am rejecting this response because: I was able to resolve the situation myself by spending nearly 5 hours on hold over 3 phone call attempts, working through the problems with your payment issues myself via over the phone (the website still gives me errors), then contacting your team again to resolve all of this. Your agent told she would waive my delinquency fee as a “one-time courtesy” for my account yes, which indicates to me that I have been given ‘a courtesy’ because your system is not working correctly, but the resources available are not working. You do not staff enough support to handle calls in any semblance of a reasonable fashion, and all of these problems stem from the fact that I transferred my service with the expectations that the same conditions applied coming from the same business. Is there an SOP or protocol to notify customers that move, of the need to create a new account online in order to get a bill or ensure digital payments are being applied, or is the customer-base assuming that responsibility without being notified? I have no qualms paying for services provided, but making payment options accessible and dependable are a paramount, especially considering the health risks associated with lack of safe drinking water. 

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

• Initial Complaint

  Date:01/23/2025

  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.

  On or about the week of *** * **** I noticed the water meter in my front yard leaking. I called to report this leak and was unable to get in contact with anyone at Columbus Water Works. On ******* *** **** a CWW representive "CD" (truck ***) came to my house around 11:10a. A notice was left on my door stating "meter creeping" was performed. After ******* **** the leak grew day by day. As of ******* *** **** there is a steady stream of water pouring out of my water meter and down the street. I experience periodic drops in water pressure and temperature. I have called Columbus Water Works countless times over the past few weeks and routinely I am unable to get in contact with anyone. I am extremely concerned this will grow into a larger issue or further impact my day to day life. My latest bill is $350 dollars while my last was around $280. My water bill is usually around $100 a month. This is very concerning and troubling. I cant even switch to a different water company. This feels like a monopoly. I checked the columbus water works site and they list my leak as fixed, however there is a stream running down my driveway, my bill continues to increase. If I dont pay, i'll lose access to water.

  Business Response

  Date: 01/27/2025

  Dear Mr. *********,
  
  I apologize for the difficulty you’ve had in reaching us. Our team is available by phone Monday through Friday from 9 a.m. to 5:30 p.m., and our lobby is open from 9 a.m. to 5 p.m. during the same days. You are welcome to visit us in person to speak with a representative.
  
  Regarding your recent water bill, our records indicate that your meter was read on ******* ** ****. The CWW accounting department noticed a significant increase in your water usage, which prompted the creation of a service order to investigate potential leaks. A technician was dispatched on ******* *** ****, and confirmed that the meter was showing signs of creeping, indicating a leak on private property. A notice was left on your door at that time.
  
  On ******* *** ****, we received a call from you, and another technician was sent to your property the same day. He discussed the leak and the necessary steps to address it with you.
  
  Unfortunately, until the leak is repaired, you can expect your bills to remain elevated. We understand this can be a burden; therefore, CWW provides a courtesy adjustment of one-third off the water and sewer fees once proof of repairs is submitted. Acceptable proof includes an invoice from a licensed plumber or, if you decide to make the repairs yourself, receipts for the materials purchased.
  
  Thank you for your understanding. Please don’t hesitate to reach out if you have further questions or need assistance.
  
  Best regards,
  LaToya  

• Initial Complaint

  Date:12/23/2024

  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.

  Basically, I have called all week to this business and the supervisor still has not reached out to me to resolve the issue. I rented my brother’s house out to some new tenants **********. because he got locked up in ********* ********* at **** ***** ***** we have all the documentation proving that he was still at this address at that time. They switched all the utilities over to their name, but the water wasn’t switched over even though they sent in a request and basically we are thinking the reason why it’s because the water was on illegally already. The water place is trying to make the new tenants pay his past due bill and for a lock that was broken. I also have text messages from his girlfriend stating that the water was always on even after the account shows that they cut the water off in **** **********. The girlfriend and some other squatters were livening in the house all the way up till thanksgiving week. We went and kicked them out cleaned up and the water was on. They obviously didn’t go by and check the meter in six months and they’re trying to make my new tenant pay for something that they’re not required to pay for and they have been out of water since Tuesday ********** and refused to fix the issue. The account has already been written off on **********. I need this issue resolved i have all proof that these squatters was living here and documentation proving my brother never moved out the home in **** and he was arrested at this address in *********. The supervisor needs to reach out to me. I have reached out several times and no luck, no callbacks, just the runaround. I will be glad to provide the super supervisor with all documentation to correct this issue and turn these people water on because they’ve been without water since **********.

  Business Response

  Date: 12/31/2024

  Dear Ms. *******,

  I hope this message finds you well.

  I apologize for the delay in reaching out, as I have been out of the office recently.

  Upon reviewing the situation, I noted that the tenants submitted a lease and letter of residency dated ******** *** ****. However, the meter was removed on ******** *** ****, due to unauthorized usage. The fees we are requesting cover the registered usage during that period, as well as damages to the dome lock.
  

  The total amount due is $699.27.
  

  Thank you for your attention to this matter.
  

  Warm regards,
  L***** M****
  ************
  ****************
  

  
  

• Initial Complaint

  Date:11/20/2023

  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 can't understand why my water bill is so high for one person. My sewer fee is higher than the water usage. Water $23.39 ,sewer $32.90, cso 4.43, Garbage fee $ 18.00. previous reading was 278, Current reading is 285. Usage(ccf) 7. Gallons 5236. Ccf= 758 gallons.

  Business Response

  Date: 11/28/2023

  Hello Ms. *****,

  Thank you for reaching out to us. After carefully reviewing your account, it seems your bills have increased because your consumption has increased. A meter technician went out to your address on *****/23 and noted the meter was creeping and no one was home. The term “meter creeping” indicates a leak because water was registering through the meter at that time.

  We would suggest you inform your landlord immediately so repairs can made and your bills and consumption will go back down. After repairs are made, CWW offers a courtesy 1/3 adjustment off your bill with proof of repair, such as an invoice from a licensed plumber or receipts from a store for materials to purchased. In order to receive the adjustment, repairs will need to be made within 60 days of the November bill.

  If the leak is not repaired you can expect larger bills in the future. The meter technician picked up another read on *****/23 when he was there and another 10ccfs have registered through the meter. The meter reading was 295.

  To address the sewer fee question, CWW charges a higher rate per ccf for sewer than water. The sewer rate is $3.87 per ccf and the water fee is only $2.00 per ccf. There is also an additional base fee for water $9.39 per month and $5.81 per month for sewer.

  Also, please know we offer payment arrangements to assist our customers with their bill, so if you need an extension please contact our office at ###-###-####.

  
  Kindest regards,
  LaToya M****
  Customer Service Supervisor

  Customer Answer

  Date: 12/19/2023

  The meter guy did not come to the house, he read the meter but never came to tell me anything. I was home on that date all day. I have a Ring doorbell, he only went to the meter outside the road. He never enter my porch. There's also a lot of dirt in that meter needs to be cleaned out. I told Columbus water works that meter was sinking in the ground. As soon as I get the paperwork on the repairs I will carry it to Columbus was works.

  Business Response

  Date: 12/27/2023

  Dear customer,
  The meter technicians procedure is to go to the meter, get the read, and check for creeping. We are not to enter private property. Once that is done they will notify the Customer Service Representative who created the order. The Customer Service Representative is to inform the customer of what was found. I informed you last month that your meter was creeping. I will create another service order for us to raise the meter box to grade level and clean it out for you.
  Thank you,
  LaToya M****

  Customer Answer

  Date: 12/27/2023

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

• Initial Complaint

  Date:05/01/2023

  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.

  Several times last year I received my bill on the day it was due. When I. Call about this issue on IM Told (IF THEY ANSWER THE PHONE) THAT THEY DON'T DO THE BILLING. BUT IM CHARGED AS LATE ANYWAY, now its stared again. I'm sure this isn't legal. So what needs to be done to correct the Late statement? Thanks looking forward to the corrections.

  Business Response

  Date: 05/03/2023

  Hello Mr. ********,

  I apologize for the frustration Columbus Water Works has caused you. We always strive to send our bills out in a timely fashion allowing our customers enough time to pay.  It seems we may have fallen short on your ***** bill.

  We read the meter on ****** as scheduled, when the read was imported into the system for billing, an alert appeared asking us to send a service order to "Check if the Meter Stopped". Our internal process alerts any account that has 0 consumption consecutively for (6) months. Your account fell into that category. The service order went out on ******* and it was completed ******** The meter technician verified the meter had not stopped and the service was off at the curb stop.

  With all that being said, this caused your bill to be mailed to you late. The bill was processed on ******* and mailed to you on *******. The postman delivered it to you *******, which only gives you 2 days to pay.  I will communicate this mishap to the proper department at Columbus Water Works regarding allowing more time to pay when we have to send out Service orders, to ensure this never happens again.
  

  I apologize that your experience with us was unsatisfactory. Our customer service representatives work hard to consistently wow our customers and provide a caring experience. Thank you for your review and bringing your concerns to our attention so we may address them in the proper manner.
  
  Once again, please accept our sincerest apology as we work together for a better community.
  
  Kindest regards,
  ****** ***** ************ ****************

  Customer Answer

  Date: 05/22/2023

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

• Initial Complaint

  Date:01/31/2023

  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’ve received a bill from Columbus Water Works for a residence I moved from on *********. I kept the water on until June, when I requested to have it cut off. On **** I received a blll showing I was still being charged and asked that it be cut off and update my current address. I was told that service would be cut off in a few days, I’m assuming on the *** ** **** To date, I have a past due bill, which I’m glad to pay, only it needs to be back dated to when I KNOW I called the 1st time. They never cut the water off, never updated my current address and now are saying it will be cut off tomorrow. Their reason is that they couldn’t verify my last four, which I gave them over the phone when I called the 1st time! I want the bill and charges back dated to at least ******* and I want them to stop charging me monthly and cut off that water like they said they’d do the 2nd time I called back on ****. Thanks for your help. I originally had the service cut off in June and am currently searching my notes to support that.

  Business Response

  Date: 02/02/2023

  Hello Ms. ******,

  I unable to locate an account at **** **** ****** in your name. What address are you referring to about the bill? All of our calls are recorded so I will be able to listen to them and investigate thoroughly for you. i

  Any information you can provide will be helpful.

  Thank you,

  LaToya M****

  Customer Service Supervisor

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

  Customer Answer

  Date: 02/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  There were only 2 options from the BBB. I tried to email you the info, but it seems it’s not a valid address ****** etc. I’ll leave my info here. The service address was **** ******* ******* ****** I did submit a form on **** * to CWW  online.
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/16/2023

  Mrs. ****** was able to email me, below is the conversation we had ******* via email.

  Hi Ms. ******,
  
  Thank you for providing the address so I can investigate your request. We have notes in our system that you asked for an online request for a final bill on *******. We emailed you back on that same date asking for the last 4-digits of your ss# for verification and security purposes.
  
  Unfortunately we never received a response back so the water was left on. With all that being said, I am willing to rebate the Nov-Feb bills off your account because there was 0 usage/consumption.
  
  The total amount I will rebate is $121.40. This will leave you with a balance of $32.48.
  
  I hope this will resolves the matter and you can notify BBB that the issue has been resolved.
  
  Thank you,
  LaToya M****
  
  ***** ***** ****** ***************************** ***** ******* ******** *** **** ***** ** *** ****** ***** ****************** ******** **** ******* ******
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  Customer Answer

  Date: 02/17/2023

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