Utility Water Company
Northeast Ohio Regional Sewer DistrictThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Northeast Ohio Regional Sewer District's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/25/2024
Type:Service or Repair IssuesStatus:UnansweredMore 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.
Never change with all of this issues with NEORSD customer service/representative through the phone failed with accommodation for deaf clients what is shamefully. They keep avoiding forward and back to not able assisting to see if what is best for operations, They are very unprofessional and rude to not able to patience how to resolve with billing. Ever time apply any programs doesn't successfully because they can be lied! NEORSD are bad service, as much disappointment and bad execution.Initial Complaint
Date:07/02/2024
Type:Customer Service IssuesStatus: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 am trying to reach Northeast Ohio Regional Sewer District so I can update my billing information. The billing information they have is incorrect and I haven't been able to do auto pay and when I reach out they don't answer my emails. Also, when I call I am on hold for hours with no one picking up. I'm trying to get a hold of them so I can get into my account and update my payment information but that hasn't been possible.Business Response
Date: 07/03/2024
After review online billing password has been reset. Customer is enrolled in ebilling not autopay for sewer. If customer wishes to enroll in auto pay, they need to enroll via their ebilling account. If the customer is need of immediate assistance, please have the customer contact the Northeast Ohio Regional Sewer District directly at (216) 881-8247 to speak with a member of our Customer Service team or visit our website at neorsd.org.
Thank you.
Northeast Ohio Regional Sewer District
Department of Customer Service
Initial Complaint
Date:08/11/2023
Type:Billing IssuesStatus: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 NEVER RECEIVED A BILL FROM NEORSD FROM 2016 THRU 2021( 5 YEARS). I DID RECEIVE A BILL IN AUGUST OF 2021 FROM NEORSD THAT WAS PAID AND I HAVE PAID ALL BILLS I HAVE RECEIVED TO THIS DATE. I FILED A CASE # WITH NEORSD AND NOTHING HAS BEEN RESOLVED OTHER THAN THEY CANCELLED BOTH CASE #. I JUST RECEIVED A LETTER TODAY 8-11-23 THAT THEY WILL SEND MY DELINQUENT BALANCE TO SUMMIT COUNTY FISCAL OFFICE. AFTER 7 YEARS I CANNOT GET A ANSWER ON WHY OR HOW I HAVE A DELINQUENT AMOUNT ON MY ACCOUNT. I HAVE EMAILS WITH NO RESPONSE FOR 2 YEARS.Business Response
Date: 08/22/2023
The referenced account for property located at *** ********* ***** ******* ** is listed as a stormwater only bill. Which means that the customer is billed based on the amount of impervious surface on the property. Bills are generated quarterly and were sent but returned by the US Postal Service since 2013 and were coded “return to sender unable to forward". It is the customers responsibility to relay any updated information to service provider so that bills can be received in a timely fashion. I have attached to this response the Legal Authority for the District to bill for stormwater and a breakdown of charges and payments since July 8, 2016. The current balance on this account is $611.82 which represents stormwater charges billed from July 8, 2016, through October 4, 2021 @$27.81/quarter. If the customer still disputes these charges, they may request a hearing with the District’s Hearing Examiner by visiting our website *********************************************** to dispute these charges.Customer Answer
Date: 08/23/2023
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,
******* *****
NEOSD IS SAYING THAT IT IS MY RESPONCABILTY TO INFORM THEM I NEVER RECEIVED A BILL FROM NEOSD, THIS IS TRUE I NEVER DID RECEIVE A BILL FROM NEOSD FROM 2016 TO 2021, HOW CAN I INFORM NEOSD THAT I DID NOT RECEIVE A BILL FROM 2016/2021? NEOSD MAILED A BILL TO MY STREET ADDRESS FOR 5 YEARS ,THAT WAS RETURNED TO NEOSD FOR 5 YEARS.(NOTE I HAVE A PO BOX) NEOSD NEVER TRIED TO CONTACT ME BY PHONE OR EMAIL. AFTER RECEIVING A BILL IN 2021 I TRIED TO WORK WITH NEOSD FOR 2 YEARS 2021/2023 WITH A CASE # BUT THEY CANCELLED BOTH CASES. AFTER 7 YEARS THIS IS WHY I CALLED BBB.**** *****
** *** ***
****** ** *****
Business Response
Date: 08/25/2023
If Mr. ***** chooses to contest these charges, he can request a hearing with the District's Hearing Examiner. He can contact the District's Customer Service Department to make the request at neorsd.org or by calling the Customer Service team at (216) 881-8247.Customer Answer
Date: 08/28/2023
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.
Now they are saying it was my fault to update information. I did not know I was a customer until 2021.They should have tried to contact me in 2016 if they needed information in a timely fashion. Mailing a bill out and receiving it back ( FOR 5 YEARS) without notifying me is the fault of neosd and not mine.
Regards,
******* *****
Business Response
Date: 08/28/2023
If the customer would like to pursue his request further. He needs to request a hearing and present his case to the District's Hearing Examiner and request an adjustment. A hearing can be requested by visiting our website at neorsd.org/askus to make a formal hearing request. Or by calling the District's Customer Service Department and speaking with an agent to make the request (216) 881-8247.Initial Complaint
Date:08/06/2023
Type:Billing IssuesStatus: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.
House caught fire August 2017 House has no fixtures, no appliances, no cabinets . No sinks no toilets Water has been shut off at the street since august 2017 Appraisal on house is taxed only on land. Inside gutted I have tried at least 15 times change address to my daughter mailing address **** ****** POA c/o ******* ****** for account ********** fir **** ****** *** ***** **** ***** I am again starting to get sewer bulls It looks like they charge me 3 months So I'm late and charging me 3 months again Never received any bills Again water turned off at street since 2017Business Response
Date: 08/15/2023
After a review of the account it has been determined that the property located at **** ****** ******* ****** **** is billed for stormwater charges based on the amount of impervious surface. The property is coded as WOMO (Water Off Meter Out), which infers that the account is not being billed for water or wastewater charges as the property no longer exists or is billed by water consumption via a water meter. I have attached a map of the impervious (hard surface) that the customer is billed for quarterly for stormwater. If there are any additional questions or concerns, please feel free to contact the District's Department of Customer Service at (216) 881-8247 and request to speak to a Watershed Team Leader that can give a more detailed explanation regarding how stormwater accounts are billed.Initial Complaint
Date:11/07/2022
Type:Billing IssuesStatus: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.
My sewer bill increased $7.00 in each of the past two months. There is no indication of the discount applied for the Sewer Affordability Program.Business Response
Date: 11/08/2022
After a review of the account, it has been determined that the account referenced is enrolled in the District's Affordability program and the current rate billed $66.55 per MCF is the current correct rate. Your current usage of .2MCF was multiplied by the Affordability rate $66.55 which totaled $13.31 for your sewer charge. In addition there is a Fixed charge billed each month at $6.05 and a stormwater fee of $2.16 which is also billed at the Affordability rate. If the account was billed at the regular rate for all charges the total amount of the bill for .2 MCF use would have been $35.51 instead of $21.52. The reason for the increase in the bill was due to an increase in consumption. Consumption for the period ending August 27, 2022 was .1MCf and the account was billed correctly as is the case of the current charges. Sewer bills are based on water consumption there is not a flat fee for sewer.Customer Answer
Date: 11/08/2022
[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:05/11/2022
Type:Service or Repair IssuesStatus:UnansweredMore 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.
Sewer Dept. repaired a T-pipe that was blocked and in the process they cracked the sidewalk and left my yard looking like a cemetery. I would like for them to come and fill the hole with dirt, plant grass seeds and repair the cracked sidewalk so that no-one walking or jogging in the neighborhood gets hurt.
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