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:10/15/2024

  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.

  see attached when my inlaws house was sold the utilities were transferred to the buyer they sent a check for a positive credit

  

  Business Response

  Date: 10/16/2024

  Thank you for forwarding this complaint to our attention.  After review, we have corrected the error and applied the refund to the estate.

• Initial Complaint

  Date:10/15/2024

  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 pay my MUD bill at the first of each month have been for 20 years. MUD sent me a bill stating I missed a month. I did my research and went thru my check register and called the ****** **** bank the lady there showed me that I paid the bills every mongh. I also have the payments made by the bank. They go back to Feb of this year. I paid Feb 2, Mar 2, Apri 4, May 2, Jun 3, (till this point not behind) then I paid on July 2, Jul 30 (paid early for the Aug bill) and Sep 3rd. So!!!! looking at the dates I didn't miss a month at all. But MUD keeps saying I didn't pay for Aug!!! Even though it clearly shows I paid Aug on JULY 30th. I paid it early because ****** ****** ***** said to pay it early because they will have a new system being put in place on Aug 1st. MUD shows they got these payments. but out of no where I am a month behind?????? How can I have fallen on month behind if the bank shows a payment every month since February?? HOW???? I have paid my bills on the first from day one and have for many years. Now out of no where since I sent a bill in early in on 30 July for the Month of AUG. I am month behind .....EVEN THOUGH THE BANK PAID THE BILL????? MUD is trying to double bill me. If I made a payment every month since Feb ( two in July to cover the Aug first time frame) how can I be behind???? how it is possible??..... MUD even shows I paid????? You try and correct them and they are RUDE!!!

  

  Business Response

  Date: 10/17/2024

  Thank you for bringing this complaint to our attention.  We have contacted the customer and resolved their concern.

• Initial Complaint

  Date:04/10/2024

  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.

  My compliant is with MUD. Yes, I have spoken with representatives. No, neither one of them can explain my issue. My monthly payment has been budgeted since I purchased this property in 2013. With a continuing increase, the bulk of my argument stems from 2019 (maybe earlier) to current day 2024. My monthly budgeted payment for March 2020 to March 2021 was roughly $235 WITH an $800 overage. Readjusted amount for March 2021 to March of 2022 went to roughly $335 a month STILL owing an overage. I was ignored in 2021 when I made a call with the original concern something wasn't right with billing. I then made a second call in either late 2022 or early 2023 stating there had to be an issue with billing. Finally the rep I was talking to had the wherewithal to ask if I had watered my grass during the month of October (2022), which I had not. She then put in a request to have both my gas and water meters upgraded. Since the new meters where installed, my overall monthly bill and overage have continually gone down. I am now at $217 a month budgeted payment and just got an almost $800 CREDIT from MUD for the amount they had overcharged. I would normally say no harm no foul, but it then made me wonder if there was more owed from the previous years. In the past several weeks I have received all sorts of justifications from MUD representatives about the matter. None wanting to admit any type of fault. I understand ALL the variables that go into the bill! The last 2 reps I spoke with said it was in their notes that the original equipment taken out of the home was working properly, but yet, after the exchange is when I started to notice a price decline. At this point I want an indepth explanation from billing or accounting as to what actually happened. Changing equipment out and having a bill come down wasn't magic. My house settings always remained the same, with comparable gas and water usage throughout the years with some slight deviation.

  

  Business Response

  Date: 05/16/2024

  Manager, Customer Receivables ****** **** ***** **** *** ******** on Monday, April 15, 2024 to resolve the concern.  Mr. ******** *** *** **** were able to come to a resolution of a $200 credit, the amount of water Mr. ******** felt he was overbilled during the summer of 2022.
  
  ***** ****  ***** *******

• Initial Complaint

  Date:04/03/2024

  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.

  They have doubled my bill with no notice, we were on the budget plan and have had some serious medical issues come up this past year and haven’t been looking as closely at our bill,since it was auto pay. They have been overcharging us over $100 since august. We have called and email and are told they will get back to us.

  

  Business Response

  Date: 04/15/2024

  Our Customer Engagement Manager, ***** ******* has reviewed *** ******* account and found no adjustments need to take place. She has been billed only for her gas, water, and sewer usage and the usage does not look out of line. *** ******* bill is caught up and is currently being drafted monthly from her bank account. *** ****** reached out to *** ***** to discuss her account and answer any additional questions she may have, but *** ****** has not yet heard back from *** ****** 

  

  Business Response

  Date: 04/15/2024

  Customer Engagement Manager ***** ****** has reached out to *** ***** and left voicemails on April 5 and April 15th.  *** ****** has also e-mailed *** ***** today (April 15th) to follow up on her request.  *** ***** may contact *** ****** directly via cell at ************ or office at *************  *** ****** will attempt to reach out to *** ***** again on Tuesday, April 16.

  Customer Answer

  Date: 04/24/2024

  I have been in contact with them. They also forced us to have a new meter installed or be charged $25 more a month. That is basically blackmail/extortion. they came to install the meter and caused a huge gas leak.  

   

• Initial Complaint

  Date:09/11/2023

  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 had a small utility bill before, I was awarded a credit of more than five hundred dollars. The next month I was sent a bill that would mean I was charged almost a thousand dollars.

  

  Business Response

  Date: 09/22/2023

  This is a request for a time extension from ****** ****** submitted on September 11, 2023.  After multiple attempts, our Customer Accounting Manager was able to make contact with the Customer and an investigator was allowed access to the premises to investigate the high water usage.  The matter has been resolved and a response will be prepared for submission.   
  
  

   

  r. Omaha,NE68122

  Customer Answer

  Date: 09/27/2023

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

  

  Business Response

  Date: 10/03/2023

  This is in response to BBB Complaint #******** submitted by ****** *******
  
  The customer complained to the Better Business Bureau about a high bill she received for $695.68.  Upon review, a significant increase in water usage was determined to be the cause.  Normal usage at that residence was approximately 10 CCF per month, whereas her September billing statement showed  usage of 164 CCF’s.  No other issue was apparent such as outdoor water use that would explain the increase during the summer months. 
  
  After multiple unsuccessful attempts to contact the customer, arrangements were finally made for an MUD investigator to conduct an inspection of the premises.  Based upon a brief onsite inspection, the investigator noted that new parts were recently changed in the toilet and he surmised that the toilet was the likely source of the water usage problem. While onsite, he was able to adjust the water level of the toilet tank to assist with water flow and usage.  The customer then insisted that the investigator leave the residence and no further inspection was able to be conducted. 
  
  Review of the customer’s billing statements and billing history showed the customer had received assistance in the amount of $500 from LIHWAP (Low Income Household Water Assistance Program in the preceding month on August 22, 2023, leaving a credit balance on the account of $54.46.  In response to the complaint, MUD issued the customer a rate credit in the amount of $256.87.
  
  The customer’s water usage since the first of September improved significantly but it was the investigator’s belief that other issues may remain.  The customer’s usage will be monitored in the next billing cycle. 
  

• Initial Complaint

  Date:03/14/2023

  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.

  Trying to understand why 1/2 of my mud bill is fees. How is that legal? I being charged for water coming into my home and out of my home as well? That is charming somebody twice for the same item. Also known as double counting.

  

  Business Response

  Date: 03/28/2023

  This is in response to BBB Complaint #********. 
  
  A Customer Service Manager contacted the customer immediately upon receiving the complaint and discussed his concerns with him.  It was learned that he did not take issue with MUD’s water or gas usage fees.  His complaint centered on the sewer fees charged by the **** ** *****.  The Manager explained how the sewer fees are calculated based upon his water usage charges.  She explained to him that sewer fees are imposed by the **** ** ***** as a matter of regulatory compliance with the unfunded federal mandate to conduct sewer line separations.
  
  In the course of their discussion, the customer indicated he had two running toilets which likely caused his high water bills, and accordingly, resulted in extremely high sewer bills.  Both toilets have since been repaired, and the Manager will continue to track his charges to determine whether they  decrease significantly, and if so, she will take further action to adjust his bill so that his recent higher water usage fees are not used to calculate the ‘average’ for his sewer fees for the rest of the calendar year. 
  
  The customer indicated all his questions were answered and that he was very satisfied with the Manager’s response. 
  

• Initial Complaint

  Date:02/18/2023

  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 just got a bill for *** dollars I do not have that kind of money it says I might have a leak of some sort my sewer charge alone for one month is *** dollars!!! Only me and my daughter and my *** **** *** grandson live in the house we do not use that much hot water. **** *** * ******** ** ********* *** ***** **** ******** *** *** **** ** ******* ******* SHAME ON THEM! THANKYOU I AM SORRY I AM SO UPSET. ON TOP OF IT OF COURSE THEY ARE CLOSED UNTIL MONDAY SO I HAVE TO WORRY ABOUT THIS ALL WEEKEND

  

  Business Response

  Date: 03/02/2023

  This is in response to BBB complaint ********* submitted by Danielle *****. 
  
  The customer’s complaint involves high water and sewer charges.  The water usage amount increased significantly from January (21 CCFs of water) to February (69 CCFs).  The customer currently owes $******, of which $****** is attributable to the City ** ******* sewer charges (which are calculated based on the amount of water usage).  The customer’s high bill was compounded by an unpaid utility bill for $****** in January.
  
  Upon review by a Customer Service Manager, the high water usage was determined to more than likely be due to a water leak or running toilet at the customer’s residence.  The Manager made several attempts to contact the customer (voicemails and email) explaining the likely source of the problem and recommended she arrange for a plumber to investigate further.  The customer has not returned the phone calls to date.    
  

• Initial Complaint

  Date:02/11/2023

  Type:Product 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 a credit on my account over $***** but I plan on discontinuing my service at the end of February of 2023 already called and made arrangements but what I was told was the leftover money would get put into a check and sent back to the customer but then I was told by somebody else that whoever made the payments the money will go back to that agency so I'm a little confused on how that go and if so why would you send it back when it was made on my behalf it don't matter who paid the bill it's my money it was made on my behalf and it's if it's on my account then it should come to me if I'm done with services. And if that is their procedure to send the money back to whoever they gotten it from I think that they need to change that because if the agency gives the money on the half of the client to help pay their building that's their money that's not for them to decide who it should go back to once they discontinue services so can you tell me what the correct answer is does it come to the customer or do they send it back to wherever they got it from

  

  Business Response

  Date: 02/16/2023

  This customer states that she will be discontinuing services at her present residence at the end of the month and asserts that the credit on her MUD account should be remitted directly to her. The credit on her account is comprised of energy assistance funds that she applied for from the State of ******** (an $*** credit from Low Income Home Energy Assistance Program, or "LIHEAP") and the City of ***** (a $*** credit for sewer charges). The credit on her account from these two sources is specifically intended for energy assistance and is specifically associated with her MUD account in order for funds to be applied to pending gas and sewer charges.
  
  When her account "finals" at her current residence, she will receive back her $*** deposit which she paid to MUD to start service in January of 2020. The City of ***** will receive back the $*** sewer credit, and whatever LIHEAP credit remains will be returned to the State. It is recommended that the customer contact her caseworker with the State to determine whether she can retain the credit if she moves to a new location and continues to need energy assistance.
  

• Initial Complaint

  Date:01/20/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  We have/had four accounts with MUD. We recently sold one property, and received a Final Bill from OPPD, ******************************, MUD account number ************. When I reviewed the Final Bill I noticed that the Final Reading of the Gas and Water Usage was Estimated. I called MUD and attempted to resolve the issue with no success. I spoke to Donna, Lois, and Bernadette. The new owner and I both called to have the Utility transferred out of my name to their name before the house was sold. At no time was I informed that the Final Bill would be an Estimate. This is not fair to us and not fair to the new owner. One of us is paying too much or to less because MUD wants to Estimate the final bill reading. The new owner is charged a transfer fee as well. This is Deceptive on the part of MUD and being a public utility, they are not being transparent at all. I spent a lot of time on this and will pay the bill of $******. I tried to negotiate with MUD but they dug their feet in the ground and that did not work out. My time is money and I should not have to be writing this but MUD gave me on choice. Thank You BBB for assisting us.

  

  Business Response

  Date: 02/17/2023

  Business Response /* (1000, 5, 2023/02/02) */ This customer's complaint involves the District's estimation of gas and water usage when finalizing a utility bill for a property of his that had been sold. The customer suggests an estimate may not be accurate, and also may not be fair to either a seller/ buyer or landlord/renter in similar circumstances. (The practice of estimating usage is an intricate calculation based on previous usage history, the last actual reading, the current reading, and the weather. It is a practice which provides significant savings to all District customers.) He also asserts that as the customer, he should be presented with each of the options that are available to him: having his utility usage estimated; scheduling a technician to conduct an onsite meter reading (at a cost of $**); or allowing the customer to take a photo of the meter reading and emailing it to the District. In this case, the District's Manager of Customer Experience contacted the customer and discussed the issue with him at length. She agreed with him that customers should be allowed to decide which option they prefer. Though it is intended to be the practice and is communicated to Customer Service trainees, she agreed that the options available to the customer should be emphasized more during the Customer Service Representatives' training and will take steps in that direction to ensure that takes place. She contacted the Director of Customer Service who also agreed with the proposed plan. She thanked him for bringing the matter to her attention and offered him a goodwill credit. The customer indicated he was very pleased with the final result. We believe this matter has been resolved. Consumer Response /* (2000, 7, 2023/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I spoke to Megan from MUD. She was very informative and as I told her, everything she informed me was never communicated to me when I spoke to three different individuals at MUD. I am so Happy that they will emphasize this when a customer contacts MUD in the future.

• Initial Complaint

  Date:01/20/2023

  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.

  On 1/18/23 I called MUD's emergency line to report that I smelled a gas leak in my front yard. I said that the smell was the strongest near the street in the same area where MUD had recently dug a hole to disconnect the old gas line as part of their infrastructure update project. A technician was dispatched and he told me there was no leak, nothing to worry about, and that what I was smelling wasn't natural gas but rather was an odor from the sewer system. Two days later on 1/20, I come home to find MUD crews ripping up the street in front of my house to repair a substantial gas leak. Earlier that day my neighbor called to report that he also smelled gas, and thankfully MUD actually listened this time. I approached one of the crew members digging up the street and told him that I had reported this leak 2 days prior and nothing came of it. ** **** ** *** *********** **** *** ***** ** ***** ** ******** *** ***** ****** **** **** ******* ******* Needless to say, this entire situation makes me feel unsafe. I did everything right, I detected the problem, reported the problem, and MUD did not follow through. This situation could have ended very badly, my neighbor's house or mine could have exploded, people could have died. I want an answer from MUD explaining why my life was unnecessarily put at risk and what they are going to do to make sure this doesn't happen again.

  

  Business Response

  Date: 02/16/2023

  This customer reported a gas smell to the MUD emergency line, prompting an investigation by a gas leak technician. The technician conducted an investigation using leak detection equipment. The technician detected a gas-like smell in storm sewer inlets. That smell was measured and found to be a very low amount of what he believed to be sewer gas. He then reported his findings to the customer.
  
  A second call was made two days later reporting a gas smell in the same area. A second MUD technician responded and located a gas leak which was promptly addressed the same day. A review of both technicians' gas leak investigations and notes indicated both technicians responded appropriately based on the information available.