ComplaintsforMetropolitan St. Louis Sewer District

Sewage Disposal

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Initial Complaint
07/30/2024
Complaint Type:
Billing Issues
Status:
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.
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
07/30/2024
Please reference attached in response to the customers complaint and concern. ********************** has reviewed the account and all pertinent information. Thank you,
Initial Complaint
07/29/2024
Complaint Type:
Billing Issues
Status:
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.
Due to a storm that flooded my area that happen which caused a damage to the sewer drains in our area, I received a bill in the amount of $9577.60. I was told I am being billed this amount because the main line is in my yard. I am not responsible for any sewer damages that was not caused by me, but due to a storm. This is the first time I have been told this.
Business response
07/30/2024
Please find attached response in regard to customers complaint. Thank you
Initial Complaint
07/01/2024
Complaint Type:
Customer Service Issues
Status:
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.
**************** refuses to answer phone to explain why the website is unavailable
Business response
07/02/2024
To whom it may concern, I have attached the file that explains the customers current situation. If you have any questions or concerns, please let me know. Thank you
Initial Complaint
04/09/2024
Complaint Type:
Billing Issues
Status:
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.
This is a continuation of complaint #********, filed with the bbb in 12/23. The sewer district did credit my account with the overcharges they made, but they are charging us almost twice the amount of previous monthly bills, even though our water usage is less. For example, our 3/15/24 bill is $62.59; 3/13/23 bill was $33.61. I know rates have increased, but not 100%! The bill shows a much higher "Volume Charge", which is based on amount of water used. As I said, we are using less water now than last year. Seems like they can just make-up figures to charge to get reimbursement for their overcharges! Would like this corrected.
Business response
04/11/2024
To whom it may concern,
In the review of the customers concerns, the customers property has been vacant for months, but the water is still on. Our system is billing her the default rate since the water is still on, even though no one is living there. The customer must call in every 3 months for a usage adjustment until she gets a new tenant in the property, or the customer can also have the water turned off until a new tenant moves in. Meanwhile, I have updated her usage for the last 3 months since the property is vacant she will see that adjustment on the next bill.
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
03/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On July 26, 2022, significant flooding impacted my home/county (St. Louis). My basement was inundated with 92-1/2 inches of water. Initially, sewage surged into my basement through the floor drain and the washer standpipe. I possess photographic evidence of this. Eventually, the external floodwater shattered a basement window, and the inundation continued until it reached 92 and a half inches, comprising both sewage and floodwater. Upon contacting MSD, service technicians were dispatched to assess the situation. They concluded that an "overcharged" system had caused the backup in my basement. MSD offers support via its ************************** Plan, which caps coverage at $3,000 and includes a $100 deductible. After submitting a claim through *********************** Group, MSD's third-party claims administrator, I received a rejection letter. It stated that upon further examination, overland floodingnot sewer backupwas responsible for my loss. I reached out to *****************************, Assistant Director of Operations for MSD. She informed me that the technicians should have classified the incident as Overland Flooding, which occurs when stormwater infiltrates homes through openings such as doors and windows and is unrelated to MSD's sewer mains. I pointed out that while water did eventually breach my basement through the broken window, this occurred after sewage had already flooded in through the floor drains to a depth of 4 feet. She dismissed this by stating that the classification was altered due to the extent of the flooding. Regardless of the terminology used to describe the incident, MSD's Overcharged Main Program is designed to support customers when storm *********************** are overwhelmed, and wastewater has nowhere to go but up through basement floor drains. By manipulating language, and engaging in "wordplay," MSD is intimidating and coercing its customers and disregarding the trust, integrity, and implied good faith inherent in their offer of this coverage.
Business response
03/25/2024
March 25, 2024

On July 26, 2022, **************** did experience a water backup to the property at ********************************************************************** An initial investigation determined the cause of the backup to be an overcharged sewer main. However, further examination revealed that this matter should be coded as overland flooding. When overland flooding occurs, water infiltrates a home through doors and windows and not through the public sewer system such as an overcharge.

**************** did speak with MSD Assistant Director of Operations ***************************** who confirmed that the cause of the backup into ***************** home was due to overland flooding. ****************** property is located in a designated flood plain and, as a result, is more susceptible to flooding. The Metropolitan St. Louis Sewer District (MSD) has no liability for overland flooding.

***************************
MSD Legal Counsel

Customer response
05/10/2024
Complaint: 21459277

I am rejecting this response because: MSD legal counsel, ***************************, states again the definition of Overland Flooding being stormwater infiltrating homes through openings such as doors and windows. The fact that this was a flooding event that impacted a large area around my neighborhood, and possibly the majority of the properties affected were a result of Overland Flooding is very likely. However, my basement was initially inundated by 4 feet of sewer water. In my initial complaint I provided photos of sewer water being forced out of my floor drain. I also included a photo of sewer water being forced out of the standpipe for my washer like a fountain. Both of the drains are in the basement of my home. The platform available to me does not allow downloading video. I have such video available upon request. Even without my basement windows breaking and flood water coming in, the damage had already been done and to a more severe degree due to sewage contamination. Maybe this is an unprecedented situation. I realize the area as a whole was classified as "Overland Flooding". But I think I have proven that my situation was different and I should not be held to a blanket designation. There is no information in any of MSD's literature that addresses this situation. Therefore, I don't think it is out of the question for MSD to be fair and compensate me for the damage their overcharged main did to my property as they originally agreed to do.

Sincerely,

*********************
Business response
05/14/2024
The Metropolitan St. Louis Sewer District stands by its original response and considers this matter closed.
Customer response
05/14/2024
Complaint: 21459277

I am rejecting this response because:

I stand by my claim that is supported by my video evidence of sewage forcefully entering my basement through the floor drain and washer standpipe. Your representative came to my property and verified my flooding was a result of an overcharged main. The only reason you redacted the statement was because of the magnitude of the flooding in my area and most of the properties damaged was due to overland flooding. My expectations are reasonable. Your company should stand by the original determination of overcharged mains and conduct your business in a fair and honest manor. I was given the claim forms to file for my damages. The amount of $3,000 was offered with a $100 deductible. I have provided all the info per your request. The facts have not changed in my situation. I have provided video proof of your sewer dumping water in my basement. Overland flooding does not apply to me and I expect you to abide by your original offer.

Sincerely,

*********************
Initial Complaint
02/27/2024
Complaint Type:
Product Issues
Status:
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.
MSD deductd six times my monthly charge from my bank account. According to the MSD customer service department operator I spoke to today, this is a common occurrence because of the faulty MSD online system. Numerous BBB complaints also cite online overpayments. The MSD computer system should have a failsafe that allows only the amount of the charge to be paid, and any payment over and above the actual charge rejected. According to the MSD customer service operator, ********************** will not refund the erroneous payments until after 30 days. However, as one BBB complaint post indicates, a refund was made earlier than 30 days because a hardship from an overpayment existed. This practice is unacceptable and arbitrary. MSD should immediately return any and all overpayments to customers who request a refund.
Business response
03/12/2024
Referencing ID ******** *********************
To whom it may concern,
In the review of the customers concerns, we have re-evaluated the account and have escalated the situation to our Kubra payment system provider. They have advised they are working on the situation, and it will likely be 2-3 days before the customer will see their refund of $125.18 back into their account. The customer called in on 2/28/24 to have the other credit $125.18 transferred to another MSD account of theirs. We apologize for any inconvenience the system malfunction may have caused.
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
Thank you!
Initial Complaint
02/05/2024
Complaint Type:
Billing Issues
Status:
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.
I am writing to gain your assistance in assuring resolve to my billing with Saint Louis Sewer Company. While in a legal matter with ** ******* ****** my postal mail has been compromised, for over a year. A neighbor, ****** ********* who works for the *** ****** ********** has conspired to invade my business which includes postal mail. No such activities have warranted any action from STL Police or affiliates. This is unlawful behavior manifesting from or with ** ******* ***** and *** ****** **********. I was placed on life-support following direct impact by reckless driver last year. Thus, the attempt to drain my finances to incite further hardship. As a result, with mail being confiscated daily, I am unable to pay bills timely, moreover, receive mail as expected. In outcome, my account has been moved to Collections without warning or notice by this critical company, providing necessary resource. Somehow, after resigning from University of Pennsylvania’s ISC, following much targeting and still now, my account has traveled back to Pennsylvania, from STL Sewer Company. This, after helping to centralize UPenn’s ISC in 2016, via ******** ********. How did my bill get back to Pennsylvania?? I would like your support in tracking the malicious efforts with networking businesses, privy to my legal matter rested, without proper progress, at ** ******* *****. This is a malicious effort by many companies within the Saint Louis Area. This is not a test but a ruthless and unethical pattern, condoned by those interested in seeking the return from life-threatening damages. An interpleader with the ** ******* ***** since January of 2023. In addition, my phone has been compromised per Google Accounts, even present attorney, of Goldblatt and Singer Law Firm has not responded to my inquiries of concern. Please pursue the proper action on my behalf to end this blatant and targeting attack to my business; credit, finances and career. *********** *******, MBA
Business response
02/08/2024
Please find enclosed the most recent response to your request.
Thank you,
Initial Complaint
11/22/2023
Complaint Type:
Billing Issues
Status:
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.
On 11/21/23, I attempted to pay my MSD bill on the website. After noticing that the website was moving slow and/or not responding at all, I waited awhile and tried again. I finally made it to the payment page and nothing, payment not processed. I thought to myself I will just pay at a pay station since the website is slow and outdated. The next day on 11/22/23, I checked my bank account before I went to pay the MSD bill and noticed 3-5 charges on my account for the balance. I was in shock as I was under the impression that the payment did not process. I immediately called MSD to see why my account was deducted after the website didn't process the payment. After speaking with a rep, I was informed that it would be ********************************************************************************** to contact my bank if I want my funds sooner. I spoke with my bank and they reversed the payments. I thought everything was fine but it was not. I checked my account and noticed that after my bank reversed the payments, MSD took the money back out of my account without my authorization. I was furious, I called my bank and MSD again before the hoilday. I spoke with some woman named ****** that clearly did not have a care in the world about my situation. I informed her that the previous rep that I spoke with informed me to call my bank to get the funds back into my acoount. I told her that my bank had done so and that MSD took the money back out of my account without my consent. After listening, she said unfortunately it's nothing that can be done and that this has happened to other cutomers. I informed her that the money was for my electric bill and that I may be without lights for the holiday. She told me in a nonchalant manner, that she would send information to a supervisor and let them know to reverse the transactions because I may be without lights. This is unacceptable, somethings needs to been done about MSD and their thievery of customers money. So now I wait.....
Business response
11/29/2023
To whom it may concern,

In the review of the customers concerns, we have re-evaluated the account and are attempting to escalate the situation to our Kubra payment system provider however, the customer stated that they have already disputed the duplicate charges with their bank. We have made multiple attempts to contact the customer via phone and email regarding this matter to no avail. We cannot move forward at this time with reversing the duplicate payments until we can confirm with the customer that the bank has not already done so on their 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
Initial Complaint
11/17/2023
Complaint Type:
Service or Repair Issues
Status:
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.
MSDs automatic phone payment system would not allow consumers to confirm their payment amount. When you attempted to call and pay your bill automatically multiple times, the automated system would not reflect your most recent payment Nor provide a confirmation number or any indication that the payment processed. This resulted in duplicate payments by consumers. In speaking with a customer service rep, their only resolution was to provide a check via mail in **************************************************************** cancel the duplicate payment even though they acknowledged their was duplicate pmts back to back. The customer service rep also claimed that payments in the automated system would not reflect right away, but there is no disclaimer on that when you initially set up the payment. Their system was faulty today, and would not confirm or provide a confirmation number to your payment, causing you to think the payment did not go through and subsequentially, making more payments than necessary, and then refusing to refund the customer. This is completely unacceptable and I was unable to find any resolution with MSD while it was completely their responsibility for providing inaccurate information to me as the customer.
Business response
11/21/2023
To whom it may concern,

In the review of the customers concerns, we have re-evaluated the account and there were two payments of $154.86 made on the account on 11/20/23. ********************** 's policy is to wait 30 days before issuing a refund to ensure the payment being refunded clears first which would be around 12/20/23.The customers account will have billed on 12/13/23 and will have absorbed part of the credit before the 30-day waiting period. The customer can request a refund for whats left at that time after the waiting period.
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 response
11/21/2023
Complaint: 20884784

I am rejecting this response because:
The automated payment system was malfunctioning on this day. The automated feature would not provide any confirmation to me, the customer, that my payment was accepted, processed, or otherwise. There was no indication that my payment was successful. This happened on two occasions, back to back, which is a fault of the company's, not mine, the customer's. When I called my ************ to dispute, the Associate even commented to me that they had already received other complaints from other ************ Customers that this had happened. This was a wide-spread, systematic issue that was unresolved by MSD and instead of them taking any accountability whatsoever, they expect the customer to be out twice the amount of the payment that was actually do. As a result, MSD has a surplus of customer payments that exceed the value of the services provided, which is absolutely wrong. It is not fair to ask someone to wait 30 days for resolution. MSD should be expected to resolve this much more expeditiously. As a huge organization, they can afford to right this wrong a lot quicker than that, especially when this was not a customer error, this was THEIR system error. I do not want a credit next month. They could clearly confirm that duplicate payments in the exact same amounts were made within moments of each other due to what their system incorrectly reported. The response from them on the phone and in this BBB response is unacceptable and insulting.

Sincerely,

***********************
Business response
11/29/2023
To whom it may concern,

In the review of the customers concerns, we have re-evaluated the account and have escalated the situation to our Kubra payment system provider. They have advised they are working on the situation, and it will likely be 2-3 days before the customer will see their refund back into their account. We apologize for any inconvenience the system malfunction may have caused.
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
08/28/2023
Complaint Type:
Customer Service Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Given misleading information regarding my account and refunds
Business response
08/29/2023
To whom it may concern, 08/29/2023

In the review of the customer’s concerns, we have reviewed the account in question. Per City Water they did go out to the property on 7/19/23, but the paperwork with the results is still in processing. City Water will not update any components on the customer’s account until the paperwork from their inspection is complete. Therefore, MSD cannot update the components on our end until then, since we bill by the information provided by the water company. 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

Thank you!
Customer response
08/29/2023
Complaint: ********

I am rejecting this response because:

This does not answer on MSD's misleading refund policy when they over charge an account.

Sincerely,

***** *****
Business response
08/31/2023
To whom it may concern, 08/31/2023

In the review of the customer’s concerns, there has not been a credit issued to the account nor an adjustment made as the investigation with City Water is not yet complete. If there ends up being a credit on the account due to an adjustment then we can send out a refund to the customer once the adjustment posts, but if there is a credit on the account due to an online payment, we can refund the customer after 30 days of the posted payment. If the account bills again during either of these instances, it can absorb the credit and there will not be a refund to issue. 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

Thank you!
Customer response
09/06/2023
Complaint: ********

I am rejecting this response because:
This is not the credit I am referring to.

I am referring to you over charging my account. I was over charged in March and was told I would have my refund mailed to my mailing address instead of credited to my account. By my request and AFTER your agent said they can refund the over charge. Neither ever happened. Then you guys over charged after having the house inspected for 1 toilet. You have deceiving practices for two occasions not just 1.
Something that was not explained when told I would receive a refund from the first individual I dealt with is that it takes 30 days for your company to provide a refund. It blows my mind a company can over charge and then not be able to refund for 30 days as long as there is no balance. You guys know that in 30 days a new bill will be out and you don't have to mail out a refund. It's a deceiving and feels like an illegal practice. Why didn't I receive a refund after requesting one be mailed to my mailing address?

Sincerely,

***** *****

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