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Customer ReviewsforGwinnett County Department of Water Resources
5 Customer Reviews
- Date
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Review from Rama B
1 star07/16/2024
we received a water bill from the water department amounting to $2536.86. Typically, our water bill averages around $170 per billing cycle. Understandably concerned by this significant discrepancy, we immediately contacted the water department to dispute the charges.Despite our efforts to resolve the matter promptly, the water department continued to add late charges, increasing the amount owed to $3047.24. After negotiations, they agreed to settle the bill for $447 for a six-month period. While this amount is considerably lower, we maintain that it is still unreasonably high given our historical usage patterns.Our residence is a newly purchased house, acquired just three months ago. To rule out any potential issues, we promptly had our meters inspected by a licensed plumber and the builder responsible for construction. Both professionals confirmed that there were no leaks or abnormalities that could account for such a drastic increase in water consumption.Despite presenting this evidence to the water department, they have been reluctant to acknowledge any fault or error on their part. They have not provided any substantive explanation for the discrepancy nor have they adjusted the bill to reflect our actual water usage.Customer Response
07/30/2024
I worked with Department of Water Resources | Gwinnett County Government. The case officer was very helpful, professional and courteous to hear the complaint, they came and checked the water meter. We could not identify leak cause or location of ****** + ***** gallons of water, The team had come to the location and thoroughly verified all the checkpoints. The team was courteous to waive the excess water usage charges, we agreed to track and monitor the spikes from time and time to collaboratively work on repeat issues as the root cause and root fault was not identified.Review from James W
1 star11/11/2023
I used to live at ************** *******************, ** In gwinnett where I was never charged a sewer fee. I moved with a 30 day notice in advance to gwinett County to a home on valley ******************* ********** **. A home not more than 5 minutes from the prior address and a home using the same water company. And was never told that at this address I'd be charged sewage fees nor was it explained why I'd be charged sewage fees for a property im renting. I have called gwinnett county 3 times and have no response about this situation. Today I opened a bill claiming to be double what I pay because of sewage fees that are twice as high as the water fees. Not just this I'd paid my final bill at ***** Way before moving. I got a bill that I have a past due balance on something I have a receipt which I paid on.Review from Roy M
1 star08/12/2023
My July water bill was over $100 dollars. (The average bill is around $30 dollars a month) I could see the area by the sidewalk that was wet and was the probable cause of the leak. I then called a company to repair the leak which they did & had a great experience with them. I then sent the copy of the repairs to Gwinnett Co Water for it to be reviewed. I did get an email back saying that no adjustments will be made cause after the customer goes over the tier one rate of 8 thousand gallons. Guess they have the whole county by "The ***** " cause there are no other companies to choose from..... Sad way of doing business!!!Gwinnett County Department of Water Resources Response
08/14/2023
I am unable to review the information because we were not given the customer's account information . We are unable to locate the account with the email address & name provided. I would love the opportunity to help the customer, my number ************Review from Ruth W
1 star11/03/2022
They are unforgiving and lack empathy. I understand if utilities are cut off for nonpayment the fact of the matter is that they charge so much extra to have it turned back on the same day. If you dont agree to pay the extra you have to wait a whole day for them to come back out to restore service . Water is a resource we truly need! Frequent hand washing is a must! Everyone make mistakes and forget to pay and sometimes money is an issue!Gwinnett County Department of Water Resources Response
11/08/2022
Ms. *********** prior payment history confirms this was an isolated mistake. We credited the same day fee for ************************ as a courtesy.Review from Joel A
1 star12/28/2021
On December 13th, 2021, we received a residential water/sewer **** for one-thousand, seven-hundred and seventy dollars ($1,770). This was based on ninety-thousand gallons usage. Our **** is usually around $50 with ***** gallons used. We immediately contacted the Gwinnett County Department of Water Resources customer service **********************. They were convinced we must have a leak. We went through all the steps to determine if there was in fact a leak. I documented the steps we took. I sent them pictures of the meter. I even made a video showing the meter was not running. (The video was too large to upload and I gave them access to my cloud drive so they could view it.) By this time I was pleading with these people. I said, "please help us with this issue." I called them again. The next customer service person I spoke with seemed to care even less than the first--if that's even possible. By this point the emails I am receiving from them have a terse and condescending tone. It's as if *they* and losing their patience with *me*. Finally, on my third attempt I spoke with someone who wanted to help us. Over the phone, we went through all the steps I had taken before. Turning the water off. Reading the water meter with the water off. Creating pictures and videos. I was running back and forth from the house to the end of the yard in the pouring down rain. I didn't mind. I had finally found someone who wanted to help. Once we gathered all the data and I sent it over, the error was discovered (on their end) and our **** was adjusted. The whole process took about 20 minutes. I was elated. However, the three days of h*** I had to go through to get someone on the phone who actually gave a #$%# was a complete waste of my time. All I wanted now was to know what went wrong and how we can prevent it from happening again. I sent three emails asking for a detailed explanation of the error. I got three responses and none of them even acknowledged my concern. (by the way, they will always end their correspondence with you with "please contact us if you have an further questions of concerns. have a great day!" So, I am not going to give up at this point. I got the name of the customer service supervisor and requested the person contact me. They did. They were able to explain the issue and I completely understand how it could have happened. Of course, we spoke about COVID and the labor shortage. Well, let's talk about COVID. There are supply chain issues and a labor shortage. But those are only the logistical issues. Many people out here have been severely effected by the pandemic. Some have lost loved ones. Many have gotten sick. Supply chain headwinds and the labor market are nothing compared to the human factor. Why not instead of blaming COVID for rude customer service reps; why not educate the people we have to deal with in your call center on how to be empathetic and patient and helpful. No one knows what the person on the other line has gone through or could be going through right now! And to add an inflated water **** to the load is bad enough. But to pile on rudeness and lack a complete lack of empathy is REALLY MESSED UP!
Customer Review Rating
Average of 5 Customer Reviews
Contact Information
684 Winder Hwy
Lawrenceville, GA 30045-5012
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