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:02/17/2025

  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.

  Why do your trash people keep skipping the trash on ****** Street and then they still work for your company.

  Business Response

  Date: 02/24/2025

  February 24, 2025
  
  
  BBB   
  ***************
  Suite 101
  Nashville, *******; 37214
  Ph:  ************
  Fax:  ************
  
  RE:      **** ********
  File Number: 22951474
  
  Greetings ***** ********
  
  Thank you for the opportunity to address **** ******** complaint:
  
  After reviewing the complaint, the Nashville Department of Waste Services reached out to the contractor servicing the location.  The contractor confirmed that the address at ***************************** was serviced as of 7 am on Friday, February 7, 2025.  The complaint states the customer has a disputed amount of $200 and seeks a settlement to complete the service.  Given the confirmation of service completion, we consider this complaint resolved.  On behalf of Nashville Waste Services, we apologize for any inconveniences this may have caused.  Should you have any further questions or concerns, please do not hesitate to contact Nashville Department of Waste Services via Hub Nashville. 
  
  
  Kindest Regards,
  
  ****** *******
  
  Water Services ********************************** Contact Center
  Desk:  ************
  *************************************************** us why here...

• Initial Complaint

  Date:02/06/2025

  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.

  RESPECTIVELY, IF HIS TRASH IS NOT MOVED BY 10AM TODAY, I AM SORRY BUT IT IS GOING IN THE MIDDLE OF ******************* AND WILL SIT THERE UNTIL SOMEONE PICKS IT UP. WHAT KIND OF HUMANS WORK FOR THIS COMPANY, ONES WITH ***** SOMEWHERE IN THEY NOGGIN. CAN YOU HIRE MORE RHAN AFRICAN AMERICANS TO DO TRASH, ANY ORIGINAL ONES WHO KNOW HOW. IT WILL NOT BE ON ****** ****** IN QN HOUR IT WILL BE ON ******. THANK

  Business Response

  Date: 02/12/2025

  February 12, 2025
  
  
  BBB   
  ***************
  Suite 101
  Nashville, TN  37214
  Ph:  ************
  Fax:  ************
  
  RE:      **** ********
  File Number: 22906650
  
  Greetings ***** ********
  
  Thank you for the opportunity to address **** ******** complaint:
  Upon review of the complaint, Nashville Department of Waste Services were contacted stating this location was serviced by a contractor who confirmed the address of ****************************************************************** had been serviced as of 7 am, Friday February 7, 2025.  We apologize for any inconvenience this may have caused.  If there are further questions or inquiries,please feel free to contact the Nashville Department of Waste Services via Hub Nashville.  That said, please consider this complaint resolved.
  
  Kindest Regards,
  
  ****** *******
  Water Services ********************************** Contact Center
  Desk:  ************
  **************************************************************************

• Initial Complaint

  Date:02/04/2025

  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.

  Metro Water charged me an extra month for services I did not use.

  Business Response

  Date: 02/05/2025

  February 5, 2025
  
  
  BBB   
  ***************
  Suite 101
  Nashville, TN  37214
  Ph:  ************
  Fax:  ************
  
  RE:      ******* *******
  File Number: 22900821
  
  Greetings ***** ********
  
  Thank you for the opportunity to address ******* ******** complaint:
  Upon review of the Metro Water account, it has been decided to make the Final Bill effective as of the account summary date of January 30, 2025,in the amount of $23.09 due by February 19, 2025, instead of the $46.61 that was in question.  This decision was based on no usage on the meter within days of the original final billing cycle. That said, please consider this matter resolved.
  
  Kindest Regards,
  
  ****** *******
  Water Services ********************************** Contact Center
  Desk:  ************
  **************************************************************************

• Initial Complaint

  Date:12/13/2024

  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 am disputing a charge of 30 dollars on my current water bill. My current e paper statement shows a bill due of *****, but the breakdown of charges did not add up to this amount. When I called to ask why the bill was this amount, I was told it was for a returned check fee by the customer service representative. However I did not have a returned check. The auto pay on my water account was stopped and therefore that auto draft was NOT authorized to go through but went through anyway. The agent informed me that auto draft had to be stopped two days prior to the draft date, but had already been initiated by the water company so there was nothing that could be done. When I asked if there was a statement in writing showing the amount of time auto draft needed to be stopped she said no, but it was " like direct deposit". I am requesting that this 30 dollar "returned check fee" be taken off of my bill, given that I did not have a returned check and my auto draft had been requested to be stopped. I have never had any issues with this bill so I am hopping that the Metro Water Company will be able to honor this request.

  Business Response

  Date: 12/19/2024

  December 19, 2024
  
  
  BBB   
  ***************
  Suite 101
  *********, *******; 37214
  Ph:  ************
  Fax:  ************
  
  RE:      Shareeah *****
  File Number: 22682019
  
  Greetings ***** ********
  
  Thank you for the opportunity to address Shareeah ***** complaint:
  Upon review of the Metro Water account and Customer Information System, it is unknown when the request to stop the *** draft took place, only that it was mentioned during the call on December 10, 2024.  After careful review of the account notes, it is noted the returned payment commenced November 27, 2024.  During the call Shareeah ***** stated her account was frozen due to issues.  Please note due to our process stands where communication is initiated ***** hours prior to draft to hold funds then the actual draw is the date of draft.  If *** cancellation is requested within 24 48 hours of the draft, the draft will proceed accordingly and will stop next billing cycle.  Also, note once the draft process is in motion, it cannot be stopped. That said, per ordinance 15.48.260, the $30 returned payment fee stands.  Please consider this matter resolved.
  
  Kindest Regards,
  
  ****** *******
  Water Services ********************************** Contact Center
  Desk:  ************
  ************************************************

• Initial Complaint

  Date:12/12/2024

  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.

  In the spring of 2024 Metro Water began a project nearby my home which has diverted storm water to my home and other homes around me. This problem has significantly damaged my home and it is literally crumbling to the ground. The summer 2023 I did a remodel and now this has happened. At first there was standing water in my yard as if it was a swimming pool to then flood the inside of my home to now cracks all in my foundation and my inside hallway is now caved in and its like a slide. I have contacted Metro Water numerous times to hear the same excuse that there are several projects going on but right now halted because there is not enough funding. Well you had to of known there was not going to be enough funding in the first place so why begin something that is going to deteriorate peoples homes even affecting and killing all the trees around.

  Business Response

  Date: 12/19/2024

  December 19, 2024
  
  
  BBB   
  ***************
  Suite 101
  *********, *******; 37214
  Ph:  ************
  Fax:  ************
  
  RE:      ******* *******
  File Number: 22676243
  
  
  Greetings ***** ********
  
  Thank you for the opportunity to address ******* ******** complaint:
  I received correspondence from Metro Waters Storm Water department stating they have spoken to ******* ******* several times explaining our process for capital projects.  Further, an engineering firm is actively working alongside several other projects we are striving to complete and secure funding for.  It is important to note that our available funding is limited and allocated across the entire county, where we are managing hundreds of similar service requests.  We fully understand the importance of this project and sincerely appreciate your patience as we work diligently to move forward.  Rest assured; we are making every effort to complete the necessary steps as efficiently as possible.  We truly appreciate your patience and ask for understanding as we work to address these challenges within our current constraints.  Lastly, I am providing the number to our legal department to address potential repairs.  The number is ************.  The **************** will be able to provide details of the process. We sincerely apologize for any inconveniences this may have caused.  Please consider this matter resolved.
  
  Kindest Regards,
  
  ****** *******
  Water Services ********************************** Contact Center
  Desk:  ************
  ************************************************
  

  Customer Answer

  Date: 12/30/2024

  Response,

  There is no excuse that is valid enough for me at this point. I hold Metro Water responsible for the deterioration of my home being they knew there was not enough funding for the project when they started, they are responsible for making sure all projects can be completed before starting them. I pay a Storm water fee every quarter, they always get paid. Now I am slowly watching my house crumble and they are doing nothing about it. Me and many other people. My house has sunk 2 feet and the walls and ceilings are cracking and bowing, my floors are in bad shape. All the money and hard work I've put into this home just last summer has been ruined by standing water in my yard from their diversion. Now the quotes I'm receiving to fix these issues just on the outside of my home alone are in the thousands of dollars. I keep getting the same response from Metro Water every single time instead of the issues being addressed. 

• Initial Complaint

  Date:12/11/2024

  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 complaint is about Nashville Metro Water Services and they have left me without water for 3 days. I needed to transfer the water account into my name due to the original account holder being deceased. They shut the water off from the previous account, I activated my own account, and now they have been stating that they are going to turn the water on for 3 days and nothing ever happens. They said We have 24 hours to turn your water on after you place the order. Well it has been 72 hours and I still do not have water. I cant shower, wash my hands, go to the bathroom, or give water to my pets. This is unacceptable. Please do something so this doesnt keep happening to people.This is not the only incident. These reviews are everywhere on ******. Just look up Nashville Metro Water Services and there are reviews of this company leaving people without water for a week or longer.

  Business Response

  Date: 12/12/2024

  December 12, 2024
  
  
  BBB   
  ***************
  Suite 101
  *********, *******; 37214
  Ph:  ************
  Fax:  ************
  
  RE:      ******* ********
  File Number: 22672167
  
  
  Greetings ***** ********
  
  Thank you for the opportunity to address ******* Mcelwains complaint:
  
  Upon reviewing the account, ******* made contact on December 3rd to restore services, at which time we discovered that the account holder had passed away in 2022.  ******* was informed of our policy and that the services needed to be transferred into her name and was given a deadline of December 9th to complete the process which includes satisfying any unpaid balances.
  
  Unfortunately, no further contact was made by that deadline to facilitate the transfer until after the services were cut off.  Upon further review, we confirmed that the water services were successfully transferred into her name and turned on after a system error that prevented immediate dispatch which has since been corrected.  We sincerely apologize for any inconvenience this may have caused. Please consider this matter resolved.
  
  Kindest Regards,
  
  
  ****** *******
  Water Services ********************************** Contact Center
  Desk:  ************
  ************************************************

• Initial Complaint

  Date:11/19/2024

  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.

  Work order on the 707 address Low Hazard No Backflow required at this time! On the 703 address No Backflow required at this time! Low Hazard!I have also read the Cross Connection Control Plan for *** (Amended August 31, 20**)from *** website and it says on page 2 under the section 3 subsection A under Cross Connection Surveys Commercial/ Non-Residential:A representative of the *** H3238333**83430383335H system will visit the premises of all commercial customers and irrigation system customers. The various ********************** uses within the premises will be investigated to determine if backflow can occur.Per the paperwork that I have attached no Backflow Assembly is required yet was told by ******* ******* that we failed the backflow test and was the reason we were charged and that is what she was showing on her computer. Started calling customer service *******. I have spoken with many people in the customer service area to get someone to call me back and have not received a call back. I have spoken and emailed ******* ******* **.9.24 she sent me to another **** that passed me on to other ****s many calls about getting this resolved. I have spoken to **** #** who told me that he would pass on an email to the billing department, and I should hear something by **.30.24. If no one contacts me then I was to call him back and let him know that no one contacted me. There are a few other people I have asked to contact **** #** & ******* ******* such as ******** #**,Kesha #**,******** #**,******** #**.We were charged an extra $**0.00 between 2 of our accounts ($50.00 per account) for a Backflow Test that we failed the problem with that charge is that I have the paperwork showing we do not need a Backflow Test. I have attached the copies from *** work orders showing that we do not need them.I am trying to get the charges removed and credited to our account.Also, when we received our new bill this month it is showing us using 9 CCFs. Never used that much no answer for that also

  Business Response

  Date: 11/26/2024

  November 26, 2024
  
  
  BBB   
  ***************
  Suite 101
  *********, *******; 37214
  Ph:  ************
  Fax:  ************
  
  
  RE:      ******* ******
  File Number: 22576408
  
  Greetings ***** ********
  
  Thank you for the opportunity to address ******* Oakleys complaint:
  
  After reviewing the complaint along with the attachments dated May 22, 2019, for both addresses ************ and ************ as well as confirming what ******* stated with regards to Metro Water Services Cross Connection Control Plan, the following is what I found to be true.  Metro Water is required by **** to perform a site visit to all commercial locations that are considered low hazard at least once within a five-year time sequence.  There is a $50 fee imposed when the visit is performed.  Per the attachments, visits were performed May 9, 2024, for both addresses resulting in no change in status therefore the fees stand.  Please accept our apologies for any inconvenience this may have caused and consider this complaint resolved.  
  
  
  Kindest Regards,
  
  
  ****** *******
  Water Services ********************************** Contact Center
  Desk:  ************
  ************************************************
  

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22576408
  
  I am rejecting this response because:

  When I called repeatedly to get an explanation for the charges, I was finally told by ******* *******, ************ Service Supervisor, that we failed the backflow tests for both addresses, nothing was said about an inspection charge. The inspection that happened in May showed no charge or notation on the bill until the Sep.****, which only showed other charges and credits on the bill.  Nowhere did it explain what the charges were for. When I was first told we failed the backflow test, I did research &obtained documentation that said no backflow was required for our locations,when I tried to get an explanation why we were being charged if its not required, I could not get any response, which is why I contacted the BBB.  I spent 3 months of e-mails & phone calls & then got the BBB involved to get an explanation why we are being charged for something not required, which now I am given a different reason for the charges than I was told by ******* *******.   Now you say it is for an inspection charge that happened 5 MONTHS before the charges showed up & nothing showing for the months of May - Aug. How do we know next month or next year we wont be charged for the same inspection or failed inspection, we have no notation on the bill for the sudden jump. I do not accept the contradictory reason given.Please provide me with something that shows why the upcharge is there, such as a receipt, documentation of the charge, its requirements, etc.  This has been a ridiculous waste of time to get a simple answer for extra charges on our bills.  Thank you.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/10/2024

  December 10, 2024
  
  
  BBB   
  ***************
  Suite 101
  *********, *******; 37214
  Ph:  ************
  Fax:  ************
  
  RE:      ******* ******
  File Number: 22576408
  
  Greetings ***** ********
  
  Thank you for the opportunity to address ******* Oakleys complaint:
  
  After carefully reviewing ******* Oakleys response, we would like to provide clarification in alignment with Metro Waters initial statement.  Our leadership team acknowledges responsibility for not clearly explaining the additional charges, which were a result of the resurveying costs not a failed backflow inspection.
  
  To further clarify, all commercial accounts classified as low hazard by **** are required to undergo resurveying within a five-year period.  ********* is collected its uploaded into our data base to assess a $50 cost recovery charge per account.  Due to formatting restraints the costs appear on invoice as other charges or credits.  Both locations in question are following our State-approved Cross Connection Control Plan, with the next resurvey scheduled for 2029 or earlier if deemed necessary by the Department.  If you have additional questions, please contact Cross Connections at ************. 
  
  We sincerely apologize for any confusion or inconvenience this may have caused.  Please consider this complaint resolved. 
  
  Kindest Regards,
  
  ****** *******
  Water Services ********************************** Contact Center
  Desk:  ************
  ************************************************       

• 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.

  Metro Water Services (MWS) not only didn't notify me of a leak that was causing my water bill to increase by nearly 6x the normal consumption, but also used variable "due by" dates on water bills that caused me to incur late fees.Upon calling for an adjustment to my water bills after replacing my main service line, MWS notified me that I had three late fees on bills. 1: February 2024 (this was a variable date due by February 27, when we submitted payment February 2); 2: April 2024 (also a variable date due by April 27; payment submitted on April 30); 3. July 2024 (had called for an adjustment, was told a price for July on 7/30. Called on 8/1 to ask about the (lack of) adjustment and was communicated a late charge had been added. I had yet to receive the bill. The irresponsibility of variable due by dates causes clients to have inevitable late fees. As someone who prides myself on being current on all my bills, this does not sit well and is not communicated well to clients. Additionally, that fact that no one reached out re: exorbitant water usage (was told "this is enough water for a daycare" at one point) and let us continue to pay outrageous water bills to then only adjust 2 months of bills (there has been a leak for almost 9 months, as far as I can tell), is simply not acceptable. MWS is acting recklessly in the hopes that their clients do not catch on; Changing bill due by dates so that they can tack on late fees, not notifying customers of a leak (digital readers have leak triggers), and operating on a ***** customer service experience, etc.

  Business Response

  Date: 08/13/2024

  August 13, 2024
  
  
  BBB   
  ***************
  Suite 101
  *********, *******; 37214
  Ph:  ************
  Fax:  ************
  
  
  RE:      ******* *******
  File Number: 22076416
  
  Greetings ******* ******
  
  Thank you for the opportunity to address ******* Kennedys complaint:
  
  The complaint review resulted in a more thorough review of Metro Waters leak adjustment policy as well as the leak adjustment that was performed to said account. Upon review, the customer has a credit balance on the account.  As a courtesy we removed the late fees that were mentioned in the complaint. Further, Metro Waters billing process provides a 20-day ***** period for payment submittal by due date before assessing late fees.  Additionally, although Metro Water have alerts in place to notify customers of higher-than-normal usage; we also rely on the customer to review their invoices and call us with questions about their bill.  Please feel free to contact me if there are questions. 
  
  Kindest Regards,
  
  
  ****** *******
  ****** *******
  Water Services ********************************** Contact Center
  Desk:  ************
  ************************************************
  
  

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22076416
  
  I am rejecting this response because: there should be no late fees (the balance due currently is due on 8/26, so there are no late fees). Additionally, the fact that my water bill is $200+ for less than 30 days, is not acceptable given I had the leak fixed. This should be adjusted as well. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 09/11/2024

  More ISeptember 11, 2024
  
  
  BBB   
  ***************
  Suite 101
  *********, *******; 37214
  Ph:  ************
  Fax:  ************
  
  
  RE:      ******* *******
  File Number: 22076416
  
  Greetings ******* ******
  
  Thank you for the opportunity to address ******* Kennedys complaint:
  
  I apologize if my previous response was unclear.  To address your concerns regarding your most recent invoice: there are no late fees, and a credit of $146.54 has been applied to your account.  As mentioned earlier, your account was adjusted in accordance with Metro Waters leak adjustment policy.  Please confirm your mailing address so that we can send your credit. Should you have further questions, please do not hesitate to contact me.  Otherwise, consider the matter resolved. 
  
  Kindest Regards,
  
  
  ****** *******
  ****** *******
  Water Services ********************************** Contact Center
  Desk:  ************
  *********************************************...

• Initial Complaint

  Date:07/22/2024

  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.

  Yes these people are interfering with work issues I cant keep internet on; I went out and asked them; they should have did this over the weekend! Something happened and they just doing what ever they choose and parked in front of the yard they can park at the house they working on!! And it is inferring with my work! Thank god my job is going to fix it and still pay me because it is not my fault!! Can they stop and come back after 3:30pm. I asked the cop guy he just shrugged his shoulders. See those with weapons think they have so much power. But they dont!

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  
  BBB   
  ***************
  Suite 101
  *********, *******; 37214
  Ph:  ************
  Fax:  ************
  
  
  RE:      *********************************
  File Number: 22024314
  
  Greetings ***************************
  
  Thank you for the opportunity to address ********************************* complaint:
  
  Please accept this correspondence as notice of an attempt to resolve by contacting the customer with regards of her complaint.  After reviewing the attached photo, researching the address in Metro Water Services database, no evidence was found related to Customer Cares Field Activity Utility Tech Specialist.  I attempted to reach out to ******** by phone as it went to voice mail, so a message was left to contact me to further discuss.  At this juncture,the request for a bill adjustment would not fall within our guidelines.  Please feel free to contact me if there are questions. 
  
  Kindest Regards,
  
  
  ***************************
  ***************************
  Water Services ********************************** Contact Center
  Desk:  ************
  ***********************************

• Initial Complaint

  Date:10/07/2022

  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'm not going to beat around the bush because I'm tired of jumping through hoops to keep my own hard earned money. I was looking up account details and this site went "to sleep" and everything I wrote was gone. So here it is; My bill was consistent for months and then spiked at the same time metro water was in my neighborhood for a storm water project. I did the dye test, and check plumbing. I have no leaks. I live alone and am at work 12-15 hours a day/ 6 days a week. I don't know how my average of 2-3 ccf/ month went to 11 and 19 . I know I didn't do anything different. Even if I filled a pool, I wouldn't have used 14000 gallons of water! I called to dispute and they told me to call back after 1 more month of the usual usage and they could chalk it up to "unexplained". Of course, after calling back, they now tell me my account is ineligible because of the type of meter I have. That amount is still UNEXPLAINED! As I mentioned, MWS was in my neighborhood at that time doing a project. I don't believe in coincidences. That is evidence enough of the spiked usage. Apparently , MWS wants me to pay for their stupid projects. I'm livid! Side note: The last storm water project they did, they used the fire hydrant in my yard to spray concrete off their trucks and the concrete slop was all over my yard and the street . They did every driveway on my street except mine. I bought and installed my own ***** culvert!

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/10/12) */ October 12, 2022 ******* ***** Customer Experience Specialist XXX-XXX-XXXX RE: ******* ****** File Number XXXXXXXX Dear Ms. ****** Thank you for the opportunity to respond to Ms. ******'s complaint. After reviewing the account, the account notes, pulling calls, and reviewing customer complaint an unexplained adjustment was granted. Please note, it is common practice for Metro Water Services to grant an unexplained adjustment after an unexplained hike in usage on the meter. This action is after no cause has been found. Please consider this case resolved. Please do not hesitate to contact me if additional response or information is needed. Kindest Regards, ****** ******* Cust Serv Asst. Manager Call Center XXX-XXX-XXXX **************@nashville.gov