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Business Profile

Utility Water Company

Greater Cincinnati Water Works

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Water Company.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 3 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:01/18/2025

    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.
    On 2 separate occasions beginning 12/27/2024, GCWW charged me 30 for returned check fee. First time was my December bill, on or around 12/27/24. The reason they gave is No Account/ unable to locate account or payment returned by bank. I made the payment again adding their fee and they did it again. I have spoken to US bank and no attempt was made to charge my account , no numbers have changed, and I read them my account number. This is a mistake on Water Works end but they refuse to investigate or credit my account. I am requesting my 60 refunded.

    Business Response

    Date: 01/29/2025

    GCWW received an e-check payment from the customer on 12/30/2024, which was returned with the status “no account/account closed.”  After review of the account and information from the customer, it seems the customer likely entered in the checking account number incorrectly. This would explain why the customer’s bank has indicated they see no attempt of GCWW withdrawing payment. However, the account numbers cannot be viewed by our team to protect the customer, except the last four digits. Therefore, GCWW cannot verify which part of the checking account number the customer may have entered incorrectly.

    Subsequently, the customer made a second payment on 1/10/2025 using a different checking account number, as the last four digits were different. This payment was also returned with the status “no account/account closed.” It seems this account may have been entered incorrectly as well. Since this second payment was returned, the customer was assessed another $30 returned check charge.

    As a courtesy, GCWW will waive the first returned check charge of $30 as the customer has not had a previous returned check charge in the past year. 

  • Initial Complaint

    Date:08/06/2024

    Type:Billing 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.
    I’m disabled and my husband who took care of finances ran away. I don’t process well and it has been a difficult transition. The first or second week of July he said he paid the $10 and change balance on our bill. I closed the joint account a week or so later. When changing passwords and things at GCWW my bill was zero. The first of August I got my bill. The 3rd of August I got a letter threatening to shut off my water if I didn’t pay $40. My $10 balance (which had been paid) and a $30 fee for insufficient funds. I called customer service to get the fee waived. They refused. Basically the auto pay tried to get funds from my account even though there was a zero balance and because they couldn’t take the $10 again when they wanted because the account was closed they charged me $30 on top of trying to steal another $10. $30 for most people is not a huge deal. I have no income so for me that’s a week of groceries. I did request to talk to the supervisor of the initial super visor who said no but of course they haven’t called. Being a monopoly and stealing money must be nice.

    Business Response

    Date: 08/12/2024

    We’re sorry that this customer is experiencing difficulties.  Unfortunately, we are unable remove the $30 charge because is it originates from the payment processor/financial institution due to insufficient funds in the customer's account. We encourage the customer to use the Customer Portal to unenroll in autopay to avoid this situation in the future.  Alternatively, she may call ************ and we can assist with unenrolling.

    Customer Answer

    Date: 08/12/2024

    Please disregard my previous remarks sent to you earlier today. This matter is now resolved. Thanks for your help.

  • Initial Complaint

    Date:05/20/2024

    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.
    Did not in form me of a 1.90 fee.

    Business Response

    Date: 05/21/2024

    We had an email discussion with the constituent to notify them that they were not charged the $1.90 transaction fee and discussed payment options on when this fee would apply.

  • Initial Complaint

    Date:05/01/2024

    Type:Billing 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.
    On April 29, 2024 I logged into my Greater Cincinnati Water Works account to pay the bill amount owed $52.23. I followed all the steps precisely, as I have done this for several years. Since I was interrupted, I did not authorize the final "Submit payment." Therefore, the GCWW online billing returned to the original starting place and I followed all of the payment steps again. They said I still owed $52.23. This time, I submitted payment. My email then showed I paid twice: Confirmation # *********** for $52.23 and Confirmation # *********** for $52.23. On 4/29/24 I first contacted GCWW via their email notification of their error. Then I phoned GCWW on 4/29/24 & left a message. No one from GCWW ever responded by email. Nor did anyone call me back. Today, 5/1/24, they charged my bank account for 2 payments. Their payment system never validated that I paid the bill. But they sure took money that didn't belong to them. To date, no one has ever contacted me.

    Business Response

    Date: 05/01/2024

    We spoke with the customer and apologized for her inconvenience. A refund for her credit balance will be issued. 

    Customer Answer

    Date: 05/02/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Regards,

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

  • Initial Complaint

    Date:01/30/2024

    Type:Billing 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.
    Greater Cincinnati Water Works (GCWW) changed their payment methods. After following the prompts twice and changing my account to their exact criteria, they are still returning payments and charging $30 for the returned fee. I’ve done this twice and called my bank to insure no interference. Additionally you can’t reach anyone about the issue and it’s clearly happening to many people at a time when people don’t have money! This is a scam and they know people have jobs that can’t afford them an hour to sit on the phone waiting for customer service. Not only did I change payments but I got the notification that it was processed correctly both times. This is bullying and it’s criminal.

    Business Response

    Date: 01/30/2024

    We spoke with *** *******, we believe that a wrong account number was entered when he was switching his payment from credit card to his bank account. As a courtesy we are issuing a credit for the returned check charges. 

    Customer Answer

    Date: 01/30/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.


    Resolved!


    Regards,

    *** *******


  • Initial Complaint

    Date:01/11/2024

    Type:Service or Repair 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.
    Failure to address the leakage in the water meter----I have called numerous of times and water works has failed to have a supervisor come out and address

    Business Response

    Date: 01/17/2024

    The leak was determined to be on the homeowner's portion of the service line.  

  • Initial Complaint

    Date:12/08/2023

    Type:Service or Repair 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.
    Your sewage department's negligence has destroyed my foundation or any chance of selling my house. I can't believe you're still asking us to pay a bill. I haven't had a furnace for 3 winters now because every time I buy a new one, my basement fills up with sewage again.

    Business Response

    Date: 12/11/2023

    We have reviewed the complaint, and this is not a Greater Cincinnati Water Works issue.  I believe they should reach out to the Metropolitan Sewer District. 

  • Initial Complaint

    Date:06/21/2023

    Type:Billing 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.
    Water Works had a similar issue with my account last year. I had the right card and auto pay selected. The rep that contacted me told me to do it on a PC because the App may have issues. Must be the same again. And just like before, I haven't had any issues with billing elsewhere and I take pride in my credit and pay history. I want the additional.fees on my current bill.removed.

    Business Response

    Date: 06/27/2023

    We spoke with *** ******** on 6/21/2023. He shared the information provided to him about increased charges from a GCWW representative early this month, which was inaccurate. From the call he understood that fees were added to the account because of the scenario he shared. We confirmed with him that no fees have been added to the account or billed. The reason why charges were increased was because the days of service were 28 for the last billing cycle and 33 for this billing cycle, and usage had also increased from the last billing cycle. *** ******** understood this explanation. We confirmed with *** ******** that we will review his previous call to understand what was shared with him by the GCWW representative. 

    Customer Answer

    Date: 06/27/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Regards,

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

  • Initial Complaint

    Date:11/28/2022

    Type:Service or Repair 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.
    We have been without running water for 4 days now. They have not attempted to fix the issue because it was a holiday weekend. This is unacceptable I’m sure their families are not without water and not breathing in sewage for 4 days. We would like a credit to our bill we should not have to pay for something we can’t use because they don’t want to work on a holiday.

    Business Response

    Date: 11/28/2022

    Greater Cincinnati Water Works identified the problem as a break in a private water line owned by ************ and notified the property management.

    Customer Answer

    Date: 12/02/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Regards,

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

  • Initial Complaint

    Date:10/25/2022

    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.
    Water Works bill has over charging and I have tried to resolve this issue and they keep overcharging me ---------

    Business Response

    Date: 11/02/2022

    GCWW has processes in place to notify customers when their backflow device testing is due.  The end goal of these notifications are to prevent customers from having their water turned off for non-compliance. This customer received two separate notification letters followed by a physically posted notification.  The physical posting of the property carries an additional $15.00 fee which covers the cost of sending an employee out to perform the work. The fee was warranted due to the missed deadline. The backflow test sheets were submitted to GCWW after the due date and following the post notice. 

    Customer Answer

    Date: 11/02/2022

    The bill that was sent does not match up with the actual bill -----------not paying late fess and will go beyond water works to address 

    Business Response

    Date: 11/08/2022

    We are sorry that the constituent is not satisfied with our response. Backflow prevention is a regulatory requirement, and we have processes in place to make sure we meet these requirements.

    Customer Answer

    Date: 11/08/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

    Regards,

    **** ******

     

     

    I have made several attempts to speak with water works to resolve the  issue----phone calls and emails ----the late fees are unreasonable on my account  

Greater Cincinnati Water Works is NOT a BBB Accredited Business.

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