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Business Profile

Utility Water Company

City of Cleveland Division of Water

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Water Company.

Complaints

This profile includes complaints for City of Cleveland Division of Water's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 50 total complaints in the last 3 years.
    • 28 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:02/24/2025

      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.
      A bill payment of $46.37 was sent electronically through PNC to Cleveland Water and scheduled to be received on 1/13/25. The bill was due on 1/19/25. In February, a new bill was received indicating that the previous bill of $46.37 was not paid. On 2/9/25 I called Cleveland Water to better understand why they had not processed my payment. They indicated that the check has not been received, yet I was able to confirm that the payment was indeed sent and was still pending. When I asked how we should resolve the situation, Cleveland Water indicated that a new payment would need to be reissued. I then proceeded to pay the February balance of $47.84. This was sent electronically through PNC and was processed on 2/10/25, that bill was due on 2/19/25. I then contacted PNC to better understand how I could reissue the January bill payment of $46.37. They then placed a stop payment on the original bill payment that was sent and a new check was then sent to Cleveland Water. The new check was processed on 2/14/25. Today 2/24/25 Cleveland Water sent a letter indicating I still owe the original $46.37 as well as a $34 payment due to the stop payment that was applied to the original payment sent. This means Cleveland Water processed both the reissued payment as well as the original. On top of that, they shouldnt have attempted to process both when their guidance was to reissue. They should have never attempted to process the original payment. Instead they attempted to take both payments if it werent for the Stop Payment they would have. They never notated my account as they indicated and now says there is no proof. I should not be responsible for the $34 as I reissued per their guidance in a phone conversation with them. I then reached out to PNC and they indicated the fee is from Cleveland Water and they are unable to issue a refund if I do pay it. I have contacted Cleveland Water and they will not remove the $34 charge.

      Business Response

      Date: 03/12/2025

      I did speak with Mrs. ****** reviewed account and as one time courtesy $34.00 fee was removed.

      Customer Answer

      Date: 03/12/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 

      Regards,

      ***** ******


    • Initial Complaint

      Date:01/22/2025

      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.
      **** * *** ** Cleveland OH *****  Hello, The water company was called around April 2024 multiple times requesting a turn off, which they did after some days. We would need a letter from the Water company mentioning the water was off including the start date and up to today's date, since as of today the water is still off. Please confirm. We have emailed some representatives at the water company, sent emails to the general email address, called and no one is providing a response to this, Thanks

      Business Response

      Date: 02/11/2025

      Hello,  i have tried to contact this customer on 1/23/2025 and today no answer i left voice message with my contact information.

    • Initial Complaint

      Date:12/05/2024

      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.
      Recieved water bill for October it was extremely high @ $78.36, normally$9.50. I called Cleveland Water, they sent someone out to check inside meter and replaced it! Trying to get correct amount we owe! Our bills were normally $9.50 , so to be fairer us $19 would be a fair amt for 2 months, not $78. Also because they estimated water so high, my sewer bill was $139, which it is normally $22. So I would like them to fairly adjust my bill, so I can pay it. My husband and I have called several times, I asked to talk to supervisor, they said she would call, never did

      Business Response

      Date: 12/06/2024

      Hello,  

      After the meter investigation was complete and non progressive meter changed out.   Accounts were reviewed and re-billed with adjustments.

      Adjustments were applied to both water and sewer account, any other question feel free to contact me.

      Thanks

      Customer Answer

      Date: 12/06/2024

      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, details of the offer I reviewed appear below.

      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

      Regards,

      *** ********




       

    • Initial Complaint

      Date:10/29/2024

      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.
      The water company turned our water off by mistake and damaged out water connection line than they sent out another rep who than said it was a leak and cut it off which we had to have another rep come and turn water back on when I called they are saying they don’t see where a rep came and cut the water off the first time and are try to say we already had a leak which we did not they refused to fix the issue and told us we could not file a complaint they broke the connection from where water is turned on and off we need our connection line repaired immediately they where very rude it is our right if we wish to file a complaint they told us we could not

    • Initial Complaint

      Date:10/29/2024

      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 attempted several time to contact Cleveland Water about an accidental overpayment scheduled for November 4 and received no satisfaction. First, I could not get through, was disconnected multiple times then I was informed that my account number was not valid - but it was accurate! When I FINALLY reached a human who confirmed that if I wanted to cancel that I had to go to the customer portal and cancel it myself. HOW? I saw nothing that allowed me to do that. I make online payments consistently and am fairly well versed on how to do this and never had an issue with any service provider prior to this. I was shocked when the agent said she has no idea how to navigate the portal and could not instruct me. Her answer was "oh well, if you overpaid, it will just be credited in the next billing cycle" and that is in a month. This is not acceptable customer service, but I doubt that they care since they are the only game in town. NOTE: upon checking online, there is a notation that the customer cannot cancel online and must contact Cleveland Water. Now I have spent one hour with no resolution. This may not be a big deal for some, but I am on a fixed income so it is to me.

      Business Response

      Date: 10/30/2024

      Hi Melissa ,   I called and spoke with customer today in the attempt to try and help her cancel payment thru portal.  Customer was driving at the time and states she will just let it go.  I did apologize for the confusion.   please close complete  Thanks

      Customer Answer

      Date: 10/30/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:


      I received a call from the water company and there was no satisfactory resolution. At this point, I am just going to let it go. It seems to boil down to an issue with the website payment portal and the lack of customer assistance. 

      Thank you. 




    • Initial Complaint

      Date:10/15/2024

      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.
      Main water shutoff valve inside house is leaking. Water is getting in kitchen cabinets and ruining them and will probably have issues with mold in the future. Water company needs to turn off water so I can have plumber do repair. I called water company at 4:30pm on 09/05/2024 for an emergency water shutoff. Around 7pm I saw a water company employee outside for about 15 minutes and then he left and my water was still on. I called the water company back at 8:pm and asked why my water was still on. I was told they couldn't find the shutoff valve and that they need a dig team to come out. I was advised to call back in the morning. I called back at 5am on 09/06/2024 to request a dig team to come out. I was told they are backed up and very busy and it could be a while. I repeated that water was leaking inside my house and damaging it. I was told my information would be sent to a supervisor. After not hearing anything back I called again at 10:54AM on 09/16/2024. I told them that my water has not been shutoff and a supervisor has not contacted me yet. I repeated that my main shutoff was leaking and damaging my property and i needed it off to do repairs. I was told they would let a supervisor know. After not hearing anything back I called again at 8:45am on 10/07/2024. I told them that it has been over a month and my water is still not shut off. They said they will let a supervisor know. I asked to talk to the supervisor and they transferred my call. My call went to the voicemail or a Mr. ******** I believe and I left a message about ,my situation and asked to be contacted. after not being contacted I called back at 8:34Am on 10/14/2024. I repeated my situation and how no one has contacted me or let me know when my water will be shutoff. I was transferred to Mr. ******** again where my call whet to voicemail. I left another message. After not being contacted I called back at 9:19am on 10/15/2024 requesting my water be shutoff for emergency.

      Business Response

      Date: 10/30/2024

      Hi Melissa, 

      The work that was needed at the property was started and complete on 10/28/2024.   I spoke with Mr. ******** to check that all was complete and he verified yes.   closing complete

      Thanks

      Customer Answer

      Date: 10/30/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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:09/27/2024

      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.
      City of Cleveland Division of Water is refusing to assist with the broken meter. There is no leak in the house. When the water is turned off, the meter is not moving, which proves that there is no leak. They want me to pay $1200 and are refusing to admit that it's an issue with the meter. They are telling me to pay or they will shut the water off. Well, guess what? We already did that ourselves and now have to shower at a friend's house because the meter runs extremely fast when we turn the water back on. We have already spent money on a plumber to prove that there is no leak. They must provide us with a new meter and credit $1200 back! Customer service at the company is rude. Despite spending hours on hold, when someone does answer, you are treated poorly. City of Cleveland Division of Water, stop trying to take advantage of people and acknowledge and fix the problems you cause before I take this to my attorney.

    • Initial Complaint

      Date:09/11/2024

      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.
      The Cleveland Water Company has failed many times to carry through with investigating a water main break on the tree lawn of my property. I have called at minimum 7 times in the course of 4 weeks to get this issue resolved, and every time I talk to someone its "you are on the list for them today" and they never come. I have told them many times now that the water build up is getting worse every day. I have no water pressure in my home and am not able to carry about my every day life due to this issue. They initially came out on 08/16/2024 and confirmed there was a break. They have not been back since, even though I was told MANY times that they were coming "that day." They have not given me a reason as to why they have not come back, and when I was transferred to a manager, I went sent to voicemail, and my call was not returned for them to give me an answer. I am a taxpaying citizen, and I expect my money to be used to maintain a normal life. The call operators are rude every time you speak to them, and offer you no help. If this issue carries on, I am afraid there will be worse issues to come, such as a pipe burst, sink hole, property damage, etc.

      Business Response

      Date: 10/01/2024

      Hi Melisa,    I tried calling this customer on 9/18/2024 no answer left V.M with my contact information and again today 10/1/2024 left detail message again with my contact information.  Customer did return my call while i was closing this to you.

      CWD has been out to property starting 9/11/2024 investigation - 9/30/24 we replaced lead line and connection.   While speaking with customer today she states she was told she had leak on her side of property.   Customer states plumber found that she had no leak and it was only on city side, she want to be reimbursed due to not needed plumber.    I referred customer to Moral Claims gave ph # to city hall. 

      Closing back to you complete

    • Initial Complaint

      Date:09/04/2024

      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 have been trying to get in contact with someone at the water company to obtain my final bill for a condo that was sold effective July 19th. My title agency needs the final bill so that they can release my funds back to me. When I originally called in June ( I waited on hold for 1 hour and 8 minutes), they told me that I would automatically receive it once the records transferred. That didn't happen. They have now billed me for another month of service, July 17 th through August 16th and I no longer live there. The new owner took possession on July 19th. I waited on hold today for 35 minutes and hung up. That is unacceptable. I would like this resolved and have them email me my final bill to **********************

      Business Response

      Date: 09/18/2024

      Hello, I have final out customer account.  I spoke with customer gave final amount she did pay both in full.  Today i just submitted customer request for final paid statement to be emailed and mailed to customer she should receive with in 7 days.    Please close complete

      Thanks 

      Customer Answer

      Date: 09/18/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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:08/29/2024

      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.
      I sold my home and have been trying to transfer my water and sewer accounts and request a final bill for my title company. I was advised to call Cleveland water to stop services . I have called multiple times with no success. I have been on hold for over 4 hours , whether I call morning , midday or late afternoon.

      Business Response

      Date: 10/01/2024

      Hi Melissa, 

      I did attempt to contact this customer on  8/30/2024 , 9/18/2024 no answer left voice message with my contact number.   Called today nothing. 

      Customer account is final but she does have a credit on both account if she made the payment and wants refund she needs to contact us.

      Closed and filed complete.    Thanks  

       

       

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

    City of Cleveland Division of Water is NOT a BBB Accredited Business.

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