ComplaintsforCentral States Water Resources

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This has been going on since March 2024. This company stole $2, ****** of my money for my account. I took this money from my saving to pay off a big balance the claim I had on the account, and they are claiming they don't see the payment. I was asked to first supply my ********** statement to prove the money came out, then that wasn't enough they ask me for the April **** statement to make sure the payment wasn't returned, so I supplied that. Then they came back and said none of that was sufficient. So, I went to my **** and had the do a letter stating that the payment wasn't returned and that was disregarded, then ***** the supervisor from Magnolia Water UOC, asked to get on the phone with my ****, I did that, and **** confirmed payment and still no action. They shut off my water without notice and refuse to turn it back on, until I give them that payment again. I have a 2-year-old staying in my house and we haven't had water for two days, because of these crooks. I have also had an attorney draft a demand letter and that is going ignored. This is the worse company I ever had to deal with, they are thieves.

  Business response

  05/31/2024

  Good morning,

  Attached is the response to ************************ complaint. Please let me know if you have any questions.

  Thank you, 

  Customer response

  06/03/2024

  Complaint: 21751733
  
  I am rejecting this response because: I am still going through my bank tontry tonget this resolved, but even after I have moved, they are still giving problems to the people staying in the house. To the point telling them my business, that is not their business about what I  am fighting.  ************ doesn't have no respect for privacy and trying to work to find a solution.  
  
  
  
  Sincerely,
  
  *****************************

  Business response

  06/05/2024

  Good evening,

   

  On June 3, 2024, the account had an outstanding balance of $2467.35, as the payment on May 23, 2024, was declined due to insufficient funds. The payment was processed again on June 3, 2024. If the payment is returned, the customer must pay with certified funds using a cashier check,money order, or credit card. This is due to the number of returned payments.

  Thank you

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a water utility company who is unfairly charging us for inaccurate water usage. The company continually charges for an estimated usage versus having a company employee read the meter for an actual reading. Our meter is clearly marked and visible. The company also waits to charge us for 12 months at a time versus on a monthly basis. When doing this, the company charged us at a higher rate of .08 cents per gallon for exceeding 5000 gallons. However, they did not bill for exceeding 5000 gallons per month. Instead, the company charged us for using over 5000 gallons for the year. This is a difference of about $400 of being overcharged on our bill. We have gone back and forth with the representative ******** for almost 4 months. We have always been denied the ability to speak with the billing department directly. The company has refused to fix the issues, refuses to explain a proper and accurate breakdown of bill, plays a continuous game of telephone, and does not respond in a timely manner.

  Business response

  05/08/2024

  Good afternoon,

  Attached is the response to **************** complaint. Please let me know if you have any questions.

  Thank you!

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/9/23 the sewer was backing up into my home. Called Magnolia Water (A CSWR Managed Utility) to have someone come out and looked at the issue. Was told that they looked at the line, where it connects to the plant and everything was flowing properly into the treatment plant. They then told me that I would need to hire a plumber because the issue was on my end. I hired said plumber, which cost me $275.00 to come out my own pocket, to come out and look at the sewer lines from my house to where it ties into the treatment plant lines. The plumber stated that there was no issue with my sewer lines. ****** even got on the phone with the company and explained to the customer service rep as to what the problem was. ******* also stayed until the sewer company's people came out to look at the issue and explained it to them as well. With in an hour or so, they were able to find the problem (on the Sewer company's end) and clear the line. I was told by customer support to file a request for reimbursement of expenses and I would be reimbursed the money I forked out.On 5/10/23, I filed the request for reimbursement. It has now been 10 months with no resolution on the reimbursement of the money I came out of pocket. I call customer support for an update roughly every 2 weeks. Each time, I am told someone will call me back, I don't ever get a call back. So, I keep calling. I am about to start increasing my calls to daily, until get a resolution. All I am asking for is to be reimbursed the $275 I had to come out of pocket. They can either write me a check or apply it to my account.Thanks,***************************

  Business response

  03/11/2024

  The customer claim was denied.  A letter was mailed in August 2023 and again via email in February.  Our review is complete and no reimbursement will be given.  If additional information is needed please contact me.  **************************; ************

• Initial Complaint

  02/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Central States Water Company (Magnolia) significantly increased the price of my water bill over the last several months. My water bill has doubled from October 2023 to January 2024. Each month, the company is raising my water bill, even though I am not using more water. There was even an increase in my water bill during a month that I was out of town for an entire week. Recent water bills:September 2023: $87.36 October 2023: $117.79 November 2023: $141.27 December 2023: $137.85 January 2024: $160.80 In addition, I am the only person residing in my house. As a single person, I am paying the same amount as my neighbor who have multiple people residing in the residence. One neighbor household is a family of four and another neighbor household is a family of five. I clearly use less water than a family of four people and family of five people, but I am getting charged the same amount as they are.

  Business response

  03/11/2024

  The rate increase for Magnolia water customers was effective Sept 1, 2023.  Customers began to see the charges on their bills in November.  The fixed amount for charges are correct and the customer will now see them on a monthly basis.  We have customer service representatives available 24/7 to answer any additional questions. Please contact our *************************** at **************. For after-hours service emergencies, we have staff ready to take your information and ensure help is on the way. For non-emergencies outside our office hours, you may leave a message or email us at ***********************************************************.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They ate hiking the prices on our sewer bill from 40.00 to 66.00 a month. I asked the reason and was told to upgrade the system. Okay it won't take years of ab up payment for repairs. This should have been a one time pay upgrade and back diwn to 40.00 a month. This is outrageous price hike for no reason. You are a company that supplies your own equipment. We pay for services not your equipment. You are taking advantage of us here in Louisiana.

  Business response

  01/03/2024

  The rate change was effective September 1st.  The reason for the increase was to recover costs associated with maintaining and providing continuous service to our customers.  If additional resources are needed to pay, we have agents available to assist.  If additional information is needed, please contact me at ************.  ******* ****** Director Customer Experience 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/25/23 I paid my monthly sew bill online using Central States Water Resources website using a debt card in the amount of $39.80. On 10/10/23 I received an email that my bill had not been paid. I paid the bill again on 10/16/23 to keep my account current. After multiple attempts with my bank and Central States Water Resources including suppling them with reference and system trac numbers, Central States Water Resources still denies receiving payment on 9/25/23.

  Business response

  01/03/2024

  We reviewed the transaction history for Mr. ******* account and advised him that we were unable to locate any payment using that information.  The customers account is current at this time.  We recommended that he follow up with his financial institution regarding any amounts deducted from his account.  We have completed our investigation and found no corrections to the account were needed.  If additional information is needed please contact me at ************.  Thank you ******* ****** Director Customer Experience.

  Customer response

  01/09/2024

  Complaint: ********
  
  I am rejecting this response because:
  

  After contacting Regions Bank and speaking with multiple representatives, I am being told that the amount of $39.80 was paid to Great River Utility on 9/25/23.  I was given and supplied Great River Utility with the reference and system tracking number of the transaction.  I have provided proof from my financial institution in several forms and Great River Utility continues denying receipt of the moneys.  My banks says the money was sent and deducted and it currently is a Great River Utility problem.  I have spent countless hours trying to resolve this issue and willing to provide Great River Utility with any documents they require.
  

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

• Initial Complaint

  11/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is horrible. I got a bill for $90 and it stated I owed previous balance. I explained I didn't miss any payments and always pay the full amount on each bill. I have my bank statement to prove it. They just kept repeating themselves and not explaining how I owed the previous balance. After looking at their reviews on Google I am not the only one who has had this same exact problem. I want our old water company back! Never had these issues

  Business response

  12/06/2023

  We spoke with Mr. ********* on 11/21/23.  We explained that the balance included a prior balance and the account was correct as billed.  If the customer has made a payment that has not posted we only need the transaction details to investigate this.  I have attached the account statement showing the bills and payments posted to the account.  If additional information is needed please contact ******* ****** Director of Customer experience.  ********************* ************

  Customer response

  12/07/2023

  Complaint: 20900841
  
  I am rejecting this response because:

  I have proof that I paid in Sept and Oct. I have attached the picture of my bank transaction. I am not paying the "previous balance" that I do not owe. I have always just paid the full balance on my statement, but didn't this time because I do not owe a previous balance. 
  
  
  
  Sincerely,
  
  MISS **** *********

• Initial Complaint

  11/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  BILLING NOT ACCURATE

• Initial Complaint

  05/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This is a dispute about my water bill. I vacated the home in July/Aug of 2022 and it has been on the real estate market since. I had been set on autopayment since beginning service. In July 2022 Magnolia water changed billing systems and sent notice that autopayment would be discontinued and autopay would have to be reinitiated. I did not receive this notification. I was not aware of a payment issue until I received a disconnect notice forwarded to my new mailing address in late March 2023. I called to try and request late fees be waved due to no previous payment issues and this being a miscommunication, however they are unwilling to drop any late fees. I feel $1,200 is quite excessive and I am formally requesting an adjustment.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They refuse to resolve a tech issue that I've been emailing them about for the last 2-3.5 weeks. I've signed up for electronic billing aka Ebill so the appropriate resolution is to get with Link Computer or whoever can quickly make the light blue banner that tells me to sign up for Ebill disappear (see attached) from the top of my account when I log in. I've called both CSWR and Link Computer who runs the website to no avail. Why is this so hard to resolve?

  Business response

  06/12/2023

  We have attached our response addressing Mrs. ****'s concern.

  Better Business Bureau MO Complaint Response
  
  Complaint Received    5/30/2023
  Escalation- BBB
  Date of Response      6/8/2023 
  Customer Name:  ***** *** ********** ****
  Complaint #: ********
  Address:     *** ******* **** *********** ** *****
  Service Area: ** * ****** ****
  Phone #: ************
  
  Account #: *******
  
  Reason for complaint:
  
  They refuse to resolve a tech issue that I’ve been emailing them about for the last 2-3.5 weeks.  I’ve signed up for electronic billing aka Ebill so the appropriate resolution is to get with Link Computer or whoever can quickly make the light blue banner that tells me to sign up for Ebill disappear from the top of my account when I log in.  I’ve called both CSWR and Link Computer who runs the website to no avail.  Why is this so hard to resolve?
  
  
  Response:
  
  We spoke with Mrs. **** on June 8th and confirmed that she is enrolled in our e-bill service.  We explained that the banner is a notification of availability for the ebill option. Mrs. **** stated she understood, and we apologized if it was not explained. 
  
  We sincerely hope this resolved the concerns expressed by Mrs. ****.  If there are any questions or additional items needed, please contact us at ****************.
  
  Sincerely,
  
  ******* ****** ********* ******** ********** ************
  

   

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