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:03/22/2025

  Type:Service or Repair 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 various dates I have been billed around 100.00$ for city water in Clarksville. My water contains human feces, bodily fluids and various chemicals that is causing health issues amongst me and my animals. They state that the price reflects what the water meter is reading but it is incorrect. My water is not potable and I am being charged almost double every month for it. They are refusing to sample my water for these chemicals and ***** matter. The treatment facility refuses to call me back. And the last date that I spoke to the lab technician **** ******* was on 10/13/24 and it was in regards to bodily fluids coming out of my tap water. And he stated that my water is completely safe to drink. He refused to sample for arsenic and cyanide and the previous samples that were taken do not show the correct chemicals that are supposed to be in the tap water. And then proceeded to laugh at the situation that is being presented to him. I have spoken also to ***** ******* around February 21 2024 for the second sample and also on January 18 2024 for the first sample. The samples that were done were similar in results. This issue has been going on for over a year and I am basically paying for peoples sewage water. I have reached out to the Clarksville police department as well as the State of Tennessee who ran a similar sample and it had similar results to the previous ones which only contain a residual chlorine.

  Business Response

  Date: 03/24/2025

  Clarksville Gas and Water Department (CGW) has received several complaints from Mr. **** ******* (*****************************, Clarksville) regarding the quality of his drinking water. His concerns include human feces, bodily fluids, arsenic,cyanide, and apple cinnamon odor in his drinking water. *** staff members investigated potential cross connections and performed analyses on drinking water samples. No cross connections were found; it was confirmed that the drinking water is supplied solely through the water meter located on the north side of his property demonstrating his water is representative of the Clarksville Water System. All water analyses results were within TDEC regulation parameters.
  

  TDECs Division of Water Resources also responded to similar water quality complaints received from Mr. ******** Their investigation and water sampling yielded similar results as CGWs water analyses and also confirmed that his water is solely supplied through the water meter. ***** response letter stated, your water shows no statistical difference from the water made by the water treatment plant. **** also addressed Mr. ******** concern regarding arsenic by stating,They (Tennessee Department of Health) stated that arsenic is not a chemical of concern in the **************** (Clarksvilles water source).
  

  *** staff members respond to all complaints professionally with a genuine interest in helping the customer. At this point, *** has conducted investigations regarding Mr. ******** water quality complaint and have fully engaged in response/communications to rectify his concerns. 

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23103179
  
  I am rejecting this response because:

  due to the lack of concern from the water treatment facility and the way I have been treated in regards to these complaints.  When I do call to the treatment facility they answer with are you calling the correct number because your area code on our caller ID shows a 629 area code. After I leave my contact I formation they refuse to call back with these issues dealing with a cross connection with a sewage line.  I have been having chemical burns from the water faucets on my skin which is coming from their water meter which they are charging me double the amount for. 

  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/01/2025

  *** personnel responded to Mr. ********* concerns several times. Water samples were collected and analyzed by not only CGW, but ************* of Water Supply. All samples yielded results within **** regulations. In addition, a cross connection investigation was performed and staff found no cross connections. All water being provided to his residence is passing through his water meter. CGW has expended much time and resources confirming that Mr. ********* complaints are unfounded. Mr. ********* water rates are the same as all other customers living within ******************** City limits.

• Initial Complaint

  Date:11/18/2024

  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.

  The water and gas company are now charging a ****** fee to reconnect the water and gas.They do not offer any payment plan options and the reconnection fee jumped from 50 to 100 dollars . This is wrong. Most of the customers that are late on bills can barely afford the costs of the actual water bill.

  Business Response

  Date: 11/21/2024

  Unfortunately the $100 reactivation fee can't be waived or refunded.  Per the City Code (below) the fee can only be waived if an error was made by Clarksville Gas & Water.

  Sec. ******. - Waiver of fees, penalties, and other charges.
  
  (1) The general manager of the department of gas and water, or his/her designee(s) made in writing, shall have authority to make monetary adjustments to customer accounts, and to waive fees and penalties incurred by customers, due to errors made by the **********************.

• Initial Complaint

  Date:08/26/2024

  Type:Sales and Advertising 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've owned this property since early 2022 and this is the only water company in the area. I recently had fraud on a transaction and had my auto pay card temporarily deactivated when my monthly payment went through. Unfortunately I was out of town while this happened and didn't receive any notification other than 1 letter according to a customer service *** I talked to earlier today. The company didn't try to call me at all and I can't find any record of an email being sent about this either. I only found out about it this morning when a family friend came to check on my pets and couldn't turn on the water. I immediately called to find out what the problem was. I was charged a $20 fee for return payment which is totally my fault but I was also charged a $100 fee for reactivation? $20? 40? 50 even sure, but $100 is ridiculous.

  Business Response

  Date: 09/03/2024

  I show that the payment that was returned for the reason of account frozen.  The payment was made from a checking account, not a card.  An email was sent on 8/15/24 to ************************** informing you of the return payment and we also mailed a letter to you on 8/16/24. 

  In order to recover our cost for a customer's account being deactivated, the reactivation fee is $100.00.  You were offered and accepted a one time deposit waiver of the $150.00 deposit,  however, the $100.00 service fee must be paid to restore the account and service.

  You mentioned auto pay in your complaint.  I just want to make sure you know this account is not set up on auto pay within our system.  If you would like to take advantage of that option, you will need to login to your online account and set up auto pay.

   

   

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22196440
  
  I am rejecting this response because:

  Yes my bank froze my account due to fraud I had over the weekend a few days after I had sent my monthly payment. I wasn't aware the payment hadn't gone through though so hadn't thought anything of it. I had gone out of town for a week and a half when my neighbor had let me know the water was shut off and that's when I had called that day to resolve the issue and talked to a *** to pay the bill and they explained the fees and deposit waiver thing to me. I double checked my mail inbox and junk mail and never received a message about the payment decline which is why I opened a complaint in the first place. I don't feel like my water should have been shut off in the first place to justify charging me deactivation and reactivation fees for less than 2 week lapse of payment of which the only form of notice was a letter I wasn't home to receive. 

  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 09/20/2024

  We did send the email.  You may need to check and see if it went into your spam or junk emails.  The $100.00 reactivation fee will remain to cover our cost for the deactivation of your account.

• Initial Complaint

  Date:08/22/2024

  Type:Order 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.

  Billed on August ****** due date for August ******* for a total of $225.66 with a fee to pay LCI fee city of Clarksville for $4.31 making it $229.97. Spoke with three of there employees one by the name of *******. Got a bill for $225.66 so I called them they kept having me reach out to my landlord 4x and my maintenance man found nothing wrong. He checked the meter said it wasnt working so they claim they will send someone to check it. Remind you not I have cameras around my house they never came so why lie and say they did? Then I go online to pay this ***************** it adds another fee you have to pay to Lci Feectyofclarksville. These people a scam and when you ask they send someone so they can show you its working they claim they cannot do that. WHO OVER THEM BECAUSE ME AND MY KIDS ARE ONLY HOME 2-3 days a week as I travel so its no way in the heck my bill should be this high? Scammers is all this place is. In spoke to 3 people and one name was *******. There is no way my bill can be this high and I want someone to come out and show me this meter. Since I moved here *** always paid extra to keep an credit on my account but this is unacceptable on all ends. Then to lie and say you will send someone and they will call. I never got a call I ended up calling them on my break only to hear they left a note nawl I got cameras so stop lying.

  Business Response

  Date: 08/26/2024

  I need the full name and address in order to look at the account and answer the questions/concerns.  Thank you.

  Customer Answer

  Date: 09/17/2024

  I submitted my photo of bill that has my full name and address. ******** ******* *********************************************.   How do I respond to messages?

  Customer Answer

  Date: 09/19/2024

  I submitted my photo of bill that has my full name and address. ******** ******* *********************************************.   How do I respond to messages?

  Business Response

  Date: 09/20/2024

  You are charged based on how much water passes through the meter.  We tested your meter on 8/22/2024 and it passed all three tests that were performed.  The note from the service tech says that he spoke to the customer.  If you weren't the person he spoke with, please give our office a call **************, and schedule a time that you will be home so they can do another meter test.  

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair 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 was not even home for 2.5 months and my water/sewage still exceeded $65. This is insane! A family of 2 adults and a child should not be charged 65 for water and an additional 65 for sewage.

  Business Response

  Date: 08/02/2024

  You are billed by Woodlawn Utility District.  Your sewer charge is based on Clarksville Gas & Water rates.  The sewer charge is calculated by the gallons of water that passed through the water meter.  I have no records of your account to see your usage in order to give any advise.  I would however, suggest you look for any issues that *** have caused your usage to increase.  You *** want to contact Woodlawn Utility District and have them re-read your meter to ensure it was read correctly.  I have attached a copy of our rates for you to have for your records.  Your sewer charge is based on residential outside rate.

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair 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 water shut off. I called the after hours line several times (more than 10), and someone told me that i would receive a call to see if someone could turn my water back on. I go outside an hour later and theres a note left on my door saying someone stopped by, but no one was home and they will not return for the night. Nobody had knocked or rang my doorbell to let me know they were outside, and did not call me to let me know they were on the way. I have been home this whole time, and this is infuriating to me. 200 dollars to start water service again is actually ridiculous. I scheduled my payment and the only reason it didnt go through was because my card i had on file had fraud in it and i had auto pay set up so i never realized. I also never received and emails from anyone, because this email just goes to my junk mail. I spend lots of money to live here and this is ridiculous that a problem like this cant be solved

  Business Response

  Date: 07/03/2024

  I understand that you've already spoken to our office this morning and you were informed that the overtime charged has been removed from your account.  I have also spoken to our answering service about the issue of not getting a phone call.  Please accept our sincere apology for any inconvenience this has caused.

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair 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.

  Clarksville Gas and Water charged my husband and I to reactivate our water after they shut it off due to a missed payment. The payment was missed due to updating my last name and adding a new card as prompted by the email Clarksville Gas and Water sent. I followed the steps to update the payment method. I received confirmation that it updated and that there was no payment due at that time (The image is attached).Operator 21 (the supervisor) was very rude even to the point of being vulgar with me on the phone. The company had no intent on removing the charge for an issue that was solely related to their system. Our water bill is usually around $66.13, but with the re-activation fee it was $116.13. This company is not fair, nor are they accommodating to their customers for their mistake. There is no form of accountability. If my husband and I could go to another water and gas company we would.

  Business Response

  Date: 06/28/2024

  After reviewing the document you sent, I can see how the wording can be misleading.  We have fixed the issue and appreciate you brining it to our attention.  I have credited your account the late fee and reactivation fee totaling $56.02,  That credit will pay your new bill in full and will still leave a credit of $5.94 to go towards the next bill.  I sincerely apologize for this happening. 

  Business Response

  Date: 07/09/2024

  I responded to this complaint on 6/28/24.  Attached is the response.

  Business Response

  Date: 07/12/2024

  After reviewing the document you sent, I can see how the wording can be misleading.  We have fixed the issue and appreciate you brining it to our attention.  I have credited your account the late fee and reactivation fee totaling $56.02,  That credit will pay your new bill in full and will still leave a credit of $5.94 to go towards the next bill.  I sincerely apologize for this happening. 

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair 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 are saying my usage is 1000 gallons over normal suddenly. Their own testing proved no leaks going on in my house. This is impossible. I searched and saw others had the same issue. Theres a class action lawsuit in the works right now they have done it to so many people.

  Business Response

  Date: 05/20/2024

  The meter has been re-read and tested for accuracy.  We only check for leaks at the meter.  Anything from the meter to your house will be the customers responsibility to find and repair.  Have you been watering the lawn or did you fill a pool?  If you didnt, you definitely need to check and see what couldve cause the increase in usage.  Once you find the issue, you can submit a receipt (must be a store or business receipt and not hand written) to determine if the repair qualifies for the bill to be adjusted.  

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21719385
  
  I am rejecting this response because:
  
  Their own testing showed there is no leak in my home during stated reading and testing. This exact situation and response has happened to many people in the community. I live alone and have been here for years and do not have any changes to my home or water usage, everything is serviced and working properly. Theres discrepant data somewhere happening to customers in my opinion. I appreciate the efforts though thank you.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/28/2024

  The meter test was only a test of the water meter to ensure it is registering correctly and that there are no leaks at the meter.  None were found at the meter.  Anything from the meter to your house to include inside the house is the account holder's responsibility.  Some things to check are running/dripping faucets, commodes running intermittently or the water heater are just a few examples.  

• Initial Complaint

  Date:05/09/2024

  Type:Order 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 went on line and paid my bill on 25 Apr 2024 it was Due 29 April 2024. came home on 09 May 2024 to find my water shot off. Have paid this company for over 14 years living here. instead of a simple phone call to say something was wrong and they did not get the payment they then price ***** me an extra $150 to get the water turned back on. this could have all been avoided with a simple phone call or email or a note on the door. With no other business allowed to provide water I would call this a monopoly. This is an abuse of power and an over charge

  Business Response

  Date: 05/13/2024

  We do not show that a payment was made on April 25th.  Do you have the confirmation number for the payment? We mailed the original bill on 4/12/24,the second notice on 4/30/24.  The *** (which is a courtesy) attempted three times to call on 5/6/24.  All were unsuccessful.  I did look at the report and there were no issues with the ***. There were also three emails sent.  The first notice was sent on 4/13/24, the second notice on 4/24/24 and the third notice on 5/4/24.  Multiple ways and attempts were made on our part to inform you that the payment had not been received. We do offer Autopay which you can set up yourself online or bank draft if you come into the office with something from your back with the account and routing numbers.  If you choose that option and pay through either your checking or savings account, there are no additional fees and the payment will draft on the due date of the bill.

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21691693
  
  I am rejecting this response because:
   After showing you there was no record of you calling me with my phone statements as well as where there were no follow up emails on the dates that you said that you sent them or the mail that I was supposed to have gotten. You still want to tell me that your systems all worked and that it must have been my problem.Funny you all were able to return my phone calls and leave a massage but your call to let me know there was something wrong could not reach me. How not only one but a couple of the people I had talked to said that this was a recurring issue of yours, as well as reading the reviews of Clarksville Gas and Water and they all are saying the same things over and over but again must be everyones fault but yours. But like I was told on the phone by one of your customer services ************* what can you do, that if you do not pay the extra fee,we will just shoot the water off again on you" You are a **************** taking advantage of people like me. You failed to notify me on my end but can make believe you did on your end and justify what you are doing. You are a garbage company that charges us for crappy water that we have to filter to drink. but the kicker of all that is that you than shoot off peoples water when your system does not work than charges them more money to turn it back on and off.  Maybe just maybe instead us you ******* to turn off someones water if they are a couple days late you wait an extra month to the next bill like other utility companies or make sure that you call them to let them know something is wrong (and not pretend to call like you do). Think for a $78 bill it cost more money for me to get it turned back on. Or that the fact that I have never had a problem in over 14 years living here that maybe just maybe something may have happened. But I understand you can make more money by turning on and off peoples water and we have to pay it because you are the only water company.  Lets hope you can now get me in the next four year that way you do not even have to pretend to contact me just shoot the water off and you can charge me even more money with a deposit. Do not worry now that I know how dishonest your company is I am taking screen shots of my paid bill. FYI your system failed this time to give me a confirmation number again,I did take screen shots and will be calling the office tomorrow to make sure you got it. You all should be getting a large bonus this year it looks like,Upcharge on the card payments and turn on and off peoples water for no reason to make even more money. In the end what can I do but pay you or not have water. I am not allowed to drill a well or I would, h*** I bet the water would be cleaner. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/07/2024

  I am sorry you feel that way about this company and the quality of water we deliver to your home. The Tennessee Department of Environment and Conservation (TDEC) and the ******************************* (EPA) require us to test and submit our water quality analytical reports on a consistent basis to ensure its safety. We adhere to all applicable rules, regulations and guidelines in the water industry.  If you would like to view our water quality report, please visit clarksvillegw.com.

  We were able to use a onetime deposit waiver for the $150.00 deposit because of your pay history. The reactivation fee during our business hours was $50.00 and after-hours was $100.00.  Since you called and agreed to have services turned back on after-hours, you were charged the $100.00 fee.

  There were multiple ways made on our end to notify you that the bill was due.  

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21691693
  
  I am rejecting this response because:

  I am sorry that your systems failed again, you have even admitted that you were unable to reach me by phone with your automated system but had no problem calling in person. No email was in my inbox letting me know there was a problem but again had to be my system, right? I wonder where this company would be if you had a competitor and not set as a monopoly. This year you have added credit card fees (knowing that most will pay with a card and not in person as we work the hours you are open). 

  
  As for the water I will be happy to send you a picture of the calcium build up after six months in my water tank. Or the smell of chorion in the water on a regular basics. I wonder if you drink the water right from the tap without a water softener of filtered water. I will bet you do not. I am sure your water meets all the quality reports. But this is not about your poor water quality that you offer it is about your broken system for the customers that allows you to create an additional charge on some ones account that instead of making sure contact was made (It never was). In the end it is just like your customer service told me What are you going to do, you will pay your bill, or we will just shoot the water back off"
  
  In the end your systems that you have in place are not working I wonder how many more like me there are? Think if you are shooting off 100 peoples water and charging each of them $100 that is a good racket an extra $10,000 a month for your company to have someone take less than 10 minutes to turn it back on.  I bet it is more than 100 people that this same thing happens to every month as well. Like I have said you are the perfect definition of a Monopoly that does not care about the customers as why would you there is no one we can turn to.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/04/2024

  Type:Service or Repair 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 dug my front yard up for a gas line for the new library and left it in an unacceptable mess and i am asking for a prompt repair and i dont just mean straw and seed it better get raked down from the very large clots of dirt and done in a very professional manner

  Business Response

  Date: 05/07/2024

  *********************, the City of Clarksville Gas and Water Department's ************* Manager has spoken with Mr. *********************** of 300 ****** Drive and has informed him of the City of Clarksville Gas and Water Department's yard repair procedures. The customer now understands the standard timeframe for a yard repair to be completed (4 to 6 weeks) as well as the scope of work which is completed during these repairs. The complaint was issued on May 5th, 2024, only 2 weeks and 3 days since the work was completed, putting us still well within our 4 to 6 week repair timeframe. The customer was understanding and appreciative of the explanation, and both parties agree on how this work should progress. If there are any further questions, we would be happy to answer.