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Business Profile

City Government

City of Charlotte

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 24 total complaints in the last 3 years.
  • 10 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:01/06/2025

    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.
    We was approved for house threw AMH Realtor for house **************************************************************************. We call for *********** City of Charlotte ******** Oct 21st, 2024 and we moved in on Oct 23rd, 2024 that's 8 days in October and they mailed us a bill in Dec 4th for ****** for Oct 21st to Nov 22nd that's 38 days Anit no way this our bill plus out ************** *** charged us 9.00 on our rent for water and storm too. Now another bill has came out and now it's over ****** I called the water people the trying make us make a payment plan this is not our bill to make a payment plan. I also call Amh they found a water leak and told us and email that it was a water leak that had nothing to do with us but they don't do refunds on bill adjustment Amh says. Please help.

  • Initial Complaint

    Date:12/25/2024

    Type:Sales and Advertising 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.
    ****** Home Improvement outsourced their credit card to **************. Synchrony then began to charge for paper statements favoring email statements. Well last month an email statement was not sent. Instead I got a text message saying my payment was late and they applied a $32 late fee and interest charge to a $48 bill.Feels like a scam. ********** and their stores, hard to do business when treated like this.

    Business Response

    Date: 01/07/2025

    We are Charlotte Water. This complain does not pertain to our company. 

  • Initial Complaint

    Date:12/17/2024

    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 was late paying my bill due to finance issues, money was paid before close of business.Service has not been restored. There was 3 service trucks in my area between 5:30pm and 7:30 pm in my neighborhood and my services I believe was over looked. I understand they have a certain time to get things restored but to have 3 trucks in the neighborhood, I don't understand why the service wasn't restored. I have to be at work at 630am with no water to bathe with. I think there policy for having 24 hours to restore service needs be revised, there are people that have health issues and 24 hours is a long time to wait.

  • Initial Complaint

    Date:12/08/2024

    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.
    Charlotte Water started digging today, Sunday 12/8/24 at the corner of *********** and ************* approximately 1pm. Around 130pm we lost internet from ****** fiber. My husband went out to ask them about it and they claim it wasnt them. Clearly it was! No apology no accountability and nasty!

  • Initial Complaint

    Date:11/25/2024

    Type:Product 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.
    See Attachments

    Business Response

    Date: 12/13/2024

    I spoke to Mr. ********** on 12/10 and this issue has been resolved.

  • Initial Complaint

    Date:09/06/2024

    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 called the city of Charlotte about my water bill to get help and I told them that I just got back to work they ask me to pay 700 then asked me to pay ****** I told them I just got back to work and could send 300 and they told me no I need a payment arrangement

  • Initial Complaint

    Date:08/12/2024

    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.
    Due Date: 7/16/2024 Service Address: ************************************************************************ I canceled service at this address June 25. I contacted the City of Charlotte in April to state I could not access my account online. They said they would fix the error. I tried to access the system in July to pay the last bill which is $63. I still cannot access the online portal. I have attempted numerous times to call the city at ************ and cannot get through - the line rings busy. I've also emailed them. I still can't get an answer but they have turned this over to collections. I do not dispute the charge and will pay it but they have to get me a way to pay it electronically since I no longer live in the state. I wish to have this removed from my credit report.

  • Initial Complaint

    Date:07/16/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    6/5/2024, 4/2/2024, 4/1/2024, 3/13/2024, 1/12/2024, 11/15/2023, 11/10/2023, 10/23/2023 - These are the dates that I have called The City of Charlotte ************* regarding a tree in front of my home at *****************************************. The tree is owned by the City of Charlotte, and I have been speaking with the ************ back and forth about having the limbs cut. The limbs hang over my driveway (over one of my vehicles). I was told that the tree is supposed to cut down. No one has came by the cut the tree, nor cut the limbs. Every time there is a wind storm, several limbs fall down, some hitting my vehicles. On 7/18/2024, a bad storm came through the area. I had moved my vehicle out the driveway and drove off the street. I came back home 5 minutes later, and a large tree limb fell over the driveway, blocking my access to the driveway. I called The City of Charlotte to report the tree limb, but they were closed for the day.

    Business Response

    Date: 07/19/2024

    ******************** has a work order to remove the tree at this address.  This issue will be addressed with resident. 

    Customer Answer

    Date: 07/22/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.  Would like to know if another tree will be planted there, as this was an ask in a previous conversation last year.

    Thank you. 

  • Initial Complaint

    Date:04/22/2024

    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.
    I have been paying my bill every month on time except twice when I had a high bill for the month. Didn't know why my bill was so high. I was put on a payment arrangement. I had assistance with paying my bill during that time which helped me get caught up. They were putting late fees on my bill when my bill was being paid on time afterwards. Every month when my bill was due, it was having a disconnected notice on it which it was not behind. I spoke to a man named *** who was suppose to be helping to resolve the situation but it seem like he made it worst then what it was. He claim he was putting my account on hold but I was still making my payment on my bill at the same time. I get a bill and some how they added $96.00 to my bill which is something that I don't owe. Then they threaten to cut me off. Next month bill is over $225.00 which I don't know how it became that much because I am not on a payment arrangement. I called to speak to them about it and the girl was so rude and nasty. She trying to tell me that I am on a payment arrangement when I never made an arrangement. I would know if I am on a payment arrangement because you can't make it without my consent. I then spoke to ****** who was a supervisor who was over talking me when I was speaking. She got an attitude when I told her she was unprofessional and she could use some more people skills training being in the position she is in. I asked for a manager but she refuse to let me speak to one and said one would call me back. As of today, one has yet to call me back. This matter needs to get resolved before they cut my water off because I don't owe what they are saying I owe. They need to stop trying to cheat people out of their hard earn money. Thanks in advance.

  • Initial Complaint

    Date:04/10/2024

    Type:Billing Issues
    Status:
    Unresolved
    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 or about 2/18/24 I received a water bill in the amount of $59.07 from the Charlotte **************** ("CWD"). The bill was due on 3/10/24. On 3/4/24 a check was mailed to CWD and was subsequently deposited by them on 3/11/24 in account # ending in 5813 (see cancelled check attached). On March 26th I received a new bill in the amount of $121.16 which included $59.07 from the previous bill plus $0.88 for late fees. I spoke to ********* from CWD on 3/26/24 who stated that they have no record of receiving payment. After I pressed the issue, she stated that the ****************** would look into this and contact me within 7 business days. Today, I contacted CWD again to inquire about this and once again they have refused to acknowledge that they received the check which they cashed and continue to assess me late fees. In addition, the ************ has not contacted me to date.As can be seen from the cancelled check, the payment was mailed well before the due date and was deposited by CWD on the due date. I should not have to waste my time trying to convince them that I have paid my bill and that I should not be charged late fees. They need to correct my bill immediately, remove any and all late fees and charges, and fix billing issue which seem to crop up constantly.

    Business Response

    Date: 04/18/2024

    The payment was located and applied to the account on 3/26/24.

    Customer Answer

    Date: 04/18/2024

     
    I am rejecting this response because:

    Charlotte Water is still charging me a late fee on a check they deposited in their account on 3/11/24 which was sent well before the due date. They then "lost" the deposited check only to find it on 3/26/24. 

    I should NOT have to pay the late fee they are charging my account due to this. They need to make the proper adjustment to my account which they are refusing to do.


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