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:03/19/2025

  Type:Customer Service 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.

  I came down to the office three different times to make a complaint and MSD refused to give me proof that I was in the office and made a complaint. I have asked for this multiple times and they refuse and no longer allow me to make an appointment to come up to the office.

  Business Response

  Date: 03/25/2025

  To whom it may concern,

  The complainant has repeatedly contacted The Metropolitan St. Louis Sewer District (MSD) regarding issues with cats. MSD is a public sewer district and has no involvement with cats.  The complainants behavior does not concern MSD business.  She has been barred from the premises and been repeatedly told not to contact MSD unless it concerns a sewer account or other ********************** business.  MSD acknowledges she has been to its headquarters but has no document to provide her.

  Kindest regards,

  MSD

• Initial Complaint

  Date:02/13/2025

  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.

  I called Metropolitan St. Louis Sewer District to discontinue my service.I have already turned off all the other utility to the house. Yes the water has been turn off I do not think I should Have to pay for Metropolitan St. Louis Sewer District. When I do not owner the House. ***************************************************************

  Business Response

  Date: 02/14/2025

  To whom it may concern,
  
  Considering the customers concerns, we have reviewed the account in question. Per the water company, the water was turned off on 2/3/2025.The customer will receive a final bill for ********************** service through that date.  Per our ordinance, even if water usage is zero, we do charge a minimum usage of 1ccf as well as a base charge each month as long as water service is active.
  Please feel free to contact me directly if you have further questions regarding this matter. My name is ****** ****** **************. There are no further actions needed at this time.
  
  Respectfully,
  MSD
  

• Initial Complaint

  Date:11/22/2024

  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.

  I purchased a property ************************************* on May 31st. I received a bill from Metropolitan St. Louis Sewer district in June. I have never signed up for an account with them and I did not give my person information to start an account. The house was and still is vacant so no one is there to use the water or access those services. I first called in June to get an understanding as to why I was getting a bill. I attempted to speak with them about why I had an account. They would answer minimum questions for me but wanted all of my personal information such as email, phone number, social security number etc. I was explaining to them that I never signed up for an account with them because no one was living there and the house was robbed of any piping to run water. It needed a complete renovation and that there was no possible way water was running there. She constantly requested personal information. I asked why would she need this information if I setup the account she would already have it, but they had no information on me because I never setup and account with them but they were trying to collect it instead of helping me. She stated she would stop billing and have someone call me. I never received a call. However, I did receive more bills. I called again in October. I spoke with a ******. Once again she asked for more personal information. I told her do not wish to have an account with them because the house is vacant and there is no plumbing or access to water. She then told me the bills will stop and she would have someone reach out to me. I have never been contacted by Metropolitan St. Louis Sewer District the bills are still coming. The renovation is still not completed and no water is running into the house. However the bills are still increasing each month for a service that is not being provided and was never signed up for.

  Business Response

  Date: 11/26/2024

  To whom it may concern,
  
  In light of the customers concerns, we have reviewed the account in question and verified with City Water that the water service is active at this premise and is being billed. MSD is not a applied for service. We bill the owner per Assessor using the reads provided by the water company. If the customer no longer wishes to receive a ********************** bill from MSD,they will need to contact City Water and have the water shut off at this premise.If the water provider makes any adjustments to their billing, the customer may then relay that information to MSD. Once MSD has confirmed the adjustments made by the water provider, we will follow suit by making the proper adjustments to the customers ********************** billing on our end.

  
  Please feel free to contact me directly if you have further questions regarding this matter. My name is ****** ****** **************. There are no further actions needed at this time.
  
  
  
  
  Respectfully,
  MSD

  Customer Answer

  Date: 02/03/2025

  This is the 2nd time I have reached out to the BBB for this same issues. I started to receive Sewer bills from Metropolitan St. Louis Sewer District in July of 2024. I called from July to November stating I didnt have an account with them and I had no water at this location. I was given the run around. When on the phone with the company, they would state they are going to put a hold on the account and have a supervisor call me. None of those things happened. Finally in November I filed the first BBB complaint and got my first response. They stated it had to be resolved by the *****************. I reach out the water company and they stated they had no account in my name and disconnected water service on 12/4/2024. They stated the account for that home was in the previous homeowners name. I explained to them that the property has no water because it was destroyed by squatters inside the home. I stated I had no plumbing or sinks to use water to create sewage during this time of me owning the home. The manager there **** Hose had me send over my *************** statement to prove no one was in the home. I sent the information she requested and she cancelled my balance and made sure everything is properly shut off. That day was 12/20/2024. I asked if she would contact the sewer company and let them know and she stated she would and that they speak daily about changes to accounts. I received another bill from Metropolitan St. Louis sewer district on 12/26/2024. I believe this was just a routine bill but I called to make sure everyone was on the same page and to see if they sorted the bill out with the water company. Since then I have called and explained this information 2 separate representatives. They stated I need the supervisor and will receive a call back. I still have never received a call since July but I received a new bill 01/30/2025. I was told in Nov I need the water company to adjust the balance. Im trying to present this information but cant get contact

  Business Response

  Date: 02/04/2025

  To whom it may concern,                                                                                                                                                                                                                                                                                                                         02/04/2025
   
  In light of the customers concerns, we have reviewed the account in question. ********** provided us with documentation that they have adjusted the customers account due to no usage. As of 1/21/25 we have also made an adjustment to the customers account. Today I spoke with the customer, and I advised her that this has been taken care of and sent her a copy of the bill she now owes.
  Please feel free to contact me directly if you have further questions regarding this matter. My name is ****** ****** **************. There are no further actions needed at this time.
  
  
  
  
  Respectfully,
  MSD

• Initial Complaint

  Date:11/13/2024

  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.

  I am writing to file a complaint against the Metropolitan St. Louis Sewer District due to an ongoing billing issue and a lack of response to my inquiries. I currently have four business accounts with **********************; however, I should only have three, as indicated by my account information with the water company. The extra account, number *********, shows no usage but has been incurring base charges each month since we became tenants in December.I have attempted to resolve this issue with the Sewer District on two separate occasions, and each time I was assured I would receive a follow-up response. Unfortunately, I have received no response, and the erroneous charges continue.I am seeking the deletion of the unused account, merging it with the correct one, and a full refund of the overcharges incurred since December. I request the BBB's assistance to ensure this issue is addressed swiftly, as the Metropolitan St. Louis Sewer District has not upheld its responsibility to address my concerns.Thank you for your attention to this matter.Sincerely,*******

  Business Response

  Date: 11/14/2024

  To whom it may concern,
  
  In the response to the customers concerns, we have reviewed the account and determined that the commercial property in question has more than one water line servicing the premise. The account in question does have water reads from Missouri American water and each water line has a separate water number. The past two months there has been zero usage, however, there has been usage prior. Per our ordinance, as long as the water remains active MSD will still bill a base charge even when water usage is zero. If the customer no longer wishes to receive a monthly MSD bill for this water line, they must have the water turned off for that specific water line with Missouri American Water.
  Please feel free to contact me directly if you have further questions regarding this matter. My name is ****** ****** **************. There are no further actions needed at this time.
  
  
  
  
  Respectfully,
  MSD

• Initial Complaint

  Date:10/22/2024

  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.

  MSD tells us to pay our bill on the app. The app will not accept payment has been like this for over a month now. So I was forced to call it in to pay my bill which I did and they double charged me. My bill was $180 because I had problems with the app paying it in previous months and they charge me $180 twice when I called they said it was my fault that I paid it twice and it could be used as a credit. This is the second time theyve done this to me last time. My bill was $2000. I paid it and they took $4000 and it took over 30 days to get the $2000 back MSD to **** its customers because they are monopoly and if you own a home, you have to deal with that please help, Im a disabled veteran and they are taking advantage of their customers, including me Company

  Business Response

  Date: 11/05/2024

  Please find attached response from MSD regarding customer complaint. Thank you,

• Initial Complaint

  Date:10/10/2024

  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.

  I have been on autopay since the summer/fall of 2022. This is the second time in two years that my autopay has been cancelled/altered/not billed the correct amount. I have twice been tasked with going to my bank to verify my bank account and to prove that funds are available. Even after doing so, I receive the following messages monthly: "Your payment to the Metropolitan Sewer District on 09/16/2024, for your MSD account number *********, has been rejected due to (765) Customer Advises Not Authorized - Customer has not authorized bank to accept these transactions. Please contact a **************** Professional at **************Call: ************** to arrange a payment." I get transferred over and over again and told there is no department that handles formal complaints. Furthermore, if I am signed up under auto pay, why is my bill not being paid in full instead of keeping me in a delinquent status under credit hold? Therefore, sending me a copy of my ledger only proves MSD's inability to correctly bill on autopay while they continue to say my bank is not paying the correct amount. NO! I am not on bill pay through my bank but through MSD's auto pay system that keeps cancelling my autopay, billing me late charges, then insisting I am the one who cancelled it.

  Business Response

  Date: 10/15/2024

  Please reference attachment.

  Thank you

  Customer Answer

  Date: 10/17/2024

  Complaint: 22406473
  
  I have reviewed the business' response and am rejecting it because:
  
  As stated in my initial complaint, I was set up on autopay through the MSD autopay system but they insist that I'm paying directly from my bank. I am not on bill pay through my bank. I have also sent the required documentation from my bank stating this fact and that I do have a valid account with the funds available to accept autopay payments. On Aug 13, 2024, my bank sent a letter stating "The purpose of my letter today is to confirm **** K. ****** account is open and can accept ACH debits." They were also provided the phone number of ************ to clear up this discrepancy. The bank manager is **** *****. I currently pay gas, water, trash, alarm, car insurance, credit cards, and my mortgage through each of their autopay systems and MSD is the only company unable to receive payments? In addition, my autopay setup through MSD smart pay keeps being cancelled without my knowledge and even when payments were paid through smart pay, I received an email message with code 765 which states I am rejecting these payments be made. Also, I was never notified of this discrepancy until early this summer even though MSD states the bill has been in arrears for a year. If I had not received an automated phone call stating such, I still wouldn't know today. I would like to request an internal audit of my account and have late fees reversed.

  Sincerely,
  
  **** ****

• Initial Complaint

  Date:09/25/2024

  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.

  Outside underground leak being billed as sewer usage. Have attempted to contact MSD several times. Submitting documentation and proof of leak from plumbing company. Call/emailed no response. ************* has now refunded us for leakage due to being fixed and still no response from MSD concerning billing incorrectly.

  Business Response

  Date: 09/30/2024

  Please reference attachment for update to customer along with resolution.

   

  Thank you,

• Initial Complaint

  Date:09/16/2024

  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 5/11/2024, we had a fire at 7832 bloom, our home, fire ***** was call, it was a total loss, we inform the american water ***** and also metropolitan st louis sewer ***** about the fire, at this time we had a sewer bill with a balance of ******. date due, 7/01/2024, after selling the home at closing only to receive a bill from metropolitan sewer, ******, for a bill we do not owe, after talking to one of their people, only to find out that this company has one the worst business out look for their customer,we have ever seen, however we have **** that we do not owe them, but they have lie, and said we did not inform them, no matter what , their was no water going through their pipe, they are not allow to charge the customer, just because they are the ********************** company, we are willing to go to court with are bill, we have record, and ****, just trying to do the right thing.

  Business Response

  Date: 09/17/2024

  Please find attached the research that has been done on behalf of the customer.

   

  Thank you,

• Initial Complaint

  Date:09/03/2024

  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.

  installed a flap to prevent water overflow from coming inside my home, but it keeps closing and not allowing the anything go out when the toilet is flushed which is now allowing urine and f**** to end up in my basement. When I contact them and they send a tech out, he releases it but it closes and it happens all over again. The flap keeps malfunctioning and they won&#**;t replace the flap again. Each time a tech comes out to unclog it I am charged, if they replace or repair the issue this will fix it.

  Business Response

  Date: 09/13/2024

  The Metropolitan St. Louis Sewer District (MSD) has received the above named complaint.  An MSD engineer will be reaching out directly to Ms. ****** to obtain additional facts and discuss this matter.

   

  Thank you

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

  MSD Legal Counsel

• Initial Complaint

  Date:07/30/2024

  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.

  I am writing to formally lodge a complaint regarding the sewer services billed to my account (Account #********** for the property located at ****************. I have received a bill totaling $556.10 for sewer services that I do not receive at this address.To the best of my knowledge, there have been no sewer services provided at my property, and I have verified this by checking with local utility records and speaking with neighbors. Despite this, I have been billed for services that were never rendered, which is both incorrect and unjust. I have contacted MSD twice regarding the bill. The last person I spoke with was ***** on July 30, 2024.In light of these circumstances, I kindly request the following actions:Immediate removal of the charge of $556.10 from my account.A thorough review of my account and service records to ensure that no further incorrect charges are applied.Written confirmation that these steps have been taken and that my account has been adjusted accordingly.

  Business Response

  Date: 07/30/2024

  Please reference attached in response to the customers complaint and concern. ********************** has reviewed the account and all pertinent information. Thank you,