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Business Profile

Utility Water Company

KC Water Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Water Company.

Complaints

This profile includes complaints for KC Water Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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KC Water Services has 2 locations, listed below.

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    Customer Complaints Summary

    • 34 total complaints in the last 3 years.
    • 7 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/27/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 has been consistently high. My usage is low, but the bill does not reflect this. I have had my system tested for leaks and none were found. There is leakage in the water line before my meter but not after. I have been unable to do washing because of the bill.

    • Initial Complaint

      Date:02/26/2025

      Type:Billing Issues
      Status:
      Answered
      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 transferred my water over to my new house Feb 14th they said I had to pay the balance to get connected. After I paid they said my water will be on and nobody have to be there. Feb 26 my water is off and nobody’s there after 5 and I called 311 to see if they can help and a lady said she can put a work order in for me and she was going to send a confirmation over to my email and I have no confirmation number. I dnt know what these companies doing bt they not doing they job. She must have just ignored my complaint and the person who took my payment to get my services switched over must have just took my payment and didn’t put a work order in to transfer my services. They are half doing there jobs.

      Business Response

      Date: 02/28/2025

      To whom it may concern, 

      KC water received the complaint regarding no water service at this location.  Upon calling customer, and viewing notes on account water has since been restored.  Complaint is resolved.

    • Initial Complaint

      Date:09/27/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a water meter in my home. Over the years it has leaked and I had to call in plumbers once a year to address it. It looks like the iron eroded over the years. Water began gushing out of it for 5 days and I contacted these folks over and over to get some help. Mold had begin to develop and my furnace was being compromised. The manager came out a few times and said the water meter is my responsibility and problem. However I have a condition (copd) that the mold is making it worse. They told me my only alternative was to buy a new meter from the water company. I do not have the 1400 to purchase it. I contact ******* plumbing company and helped me through **** ******** (philanthropic org in Kansas). I told them the situation and immediately sent someone to help me. They contacted the water company and they said they would send someone to show them where they need to go. They had to wait for hours for the supervisor and finally showed up. They showed where the access was and it was stuffed with rags and rocks and no cover whatsoever over it. The other company helped in replacing the meter, but it still costed quite a bit of money. To make it clear, this is inside my home. It took a company from out of state to finally get any help. The quality of water is so poor I'm afraid to utilize the water.

    • Initial Complaint

      Date:06/04/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      The water company had a broken reader for 2 years and just came out to fix it. They are back charging us for their faulty equipment that they took 2 years to fix. They knew it was broken did not come out to fix it for 2 years and now charging us 2 years of service because their reader was under estimating the usage. This should be illegal and should have been their responsibility to fix when they knew it was not reading correctly. We have been paying the bill as it was billed every month but should not be liable for their faulty readings. Which was high as it was.

    • Initial Complaint

      Date:05/14/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 are currently billed $816.14 by KC Water for the month of April. There is evidence that throughout March and April that there are discrepancies with our water usage. KC water came to our townhouse on 4/15/2024 and determined that the meter was not faulty. They can not send another person to inspect our property based on their own policy, and they will not do a bill adjustment per their policy. What we would like is to have a proper investigation of what exactly could be causing such a large amount of water being used, and an adjustment to our bill.

      Business Response

      Date: 05/23/2024

      After the review of your account, our records indicate that there may be abnormal water usage at your property. 
      Our recommendation is that you check the property for possible sources of high consumption.  You may also log on to your account at our website kcwater.us and monitor your usage on a daily basis. 
      Should you have additional questions or concerns, please contact KC Water at ************ ****** **

      Customer Answer

      Date: 05/28/2024

       
      Complaint: ********

      I am rejecting this response because:

      The solutions they are suggesting, having someone inspect the property for leaks, has already been done by KC Water themselves. Per their policy, they will not allow another person to inspect the property again, and they will not allow us as renters to see any of the reports on our property's inspection. We are asking for an adjustment to our bill, because we have discussed with KC Water and they acknowledge that this water bill exceeds any sign of leakage.

      S********* ******** ********

    • Initial Complaint

      Date:04/23/2024

      Type:Billing Issues
      Status:
      Answered
      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 paid the bill on 03/16/24. I received a bill in the mail for next month of April and late charges. where on there and including the next month charges. Well in March when I paid the bill it did not apply to the account. I went in person, and they could not find where what are they did with the payment I applied to the account. I showed them a statement from my bank and still was unable to locate my payment. I filed a dispute with KC waters and my bank and still no luck on either end. I want my back I know that K waters apply my money to someone else bill.

      Business Response

      Date: 04/24/2024

      Thank you for contacting KC Water in regards to your missing payment.  We are unable to assist you with this matter at this time because you are not listed on the account at **** * **** ***  We can only discuss the account with the customer and co-applicant that are listed on the account.  If you gave this address in error, please resubmit the correct address.  If this is the correct address, please have the customer or co-applicant contact us via PHONE and add you to the account so we may be able to discuss specifics with you.  

      Should the consumer have additional questions or concerns, please advise them to contact KC Water at ************ ****** ** 

    • Initial Complaint

      Date:04/04/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      During the billing period from 10-5-23 to 11-03-23, we were incorrectly charged due to a faulty meter reader that KC Water had to replace. The meter reported that we used 78,876 gallons of water during this time. Prior to this issue, our usage never exceeded 37,347 gallons, and this was during July when there was increased water usage for the lawn due to hot weather. We have already filed a complaint and requested a refund directly from KC Water. Unfortunately, they responded by stating that "your request does not meet the criteria for an adjustment." It seems that the company, which is operated by the city of Kansas City, is taking advantage of its customers and not taking responsibility for overcharging. Furthermore, they have a monopoly as the sole water service provider and refuse to consider any reasonable documentation indicating that the billing issue was caused by their system. We were charged $700.18, while our bills for the months before and after averaged $179. We are requesting a credit or a refund for the difference between our average bill and the amount charged.

      Business Response

      Date: 04/16/2024

      Thank you for contacting KC Water.  We have received your concerns in regards to your high bill that you received.  You were estimated for the period of August 5, 2023 until November when we came out and got an actual read from your meter.  When our Meter field service staff came out to the property they found that the MTU (Meter Transmitting Unit) had been tampered with.  It was pulled off the lid and at the bottom of the meter pit.  Your meter was not exchanged, it was still functioning properly.  The MTU was replaced and you were billed for all the water that went through the meter.  If you have any further questions or concerns, please contact us at ************ to discuss your options.  

       

    • Initial Complaint

      Date:03/24/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      My water bill sky rocketed and I had a Plumber come (who explained that water was spurting behind my meter) which made it look like it was being used excessively. I was told that it was enough water to fill an Olympic pool. I spoke with someone and they finally sent someone out to change the meter. I was told that the bill would be adjusted (to show the monthly amounts) prior to the meter malfunction. However, the bill was still $3,000. I am requesting the billing adjustment according to what my usage was the year prior. All I ask is that there be a fair resolution. I am 76 years old and have never used that amount of water in the 50 years at my residence.

    • Initial Complaint

      Date:03/08/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      The KC water company is suddenly charging insane amounts of money due to “missed payments.” What really happens is customers pay online, get a confirmation number but the water company doesn’t take the money out of the consumers account. Only after a recent audit did they realize that THEY didn’t take the payments after customers MADE their payments. In the last 2 weeks I have gotten emails stating that I am overdue because the water company made a mistake 6 months ago. I fail to understand how that’s my fault when I did my job and paid my bill. I shouldn’t have a $500+ bill because the water company can’t do its job the right way.

    • Initial Complaint

      Date:02/28/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      They continue to charge us a high amount for 2 adults and a baby. We moved from North Carolina and our water bill was less than half of what Kansas City charges and we use no more than what we used before we moved. They are water czars and believe they can charge whatever they feel like. This is absolutely absurd of what they are charging. I will be reaching out to a local news investigation team if this is not resolved. How can anyone live in this city with what they are charging for water. We never signed up for triple digit water bills and will be moving out of KC as soon as we can.

    KC Water Services is NOT a BBB Accredited Business.

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