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:05/29/2025

  Type:Billing Issues
  Status:

  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.

  I have been charged a late fee on my account for nearly a year when the company switched to a different payment system. This is due to the auto pay feature paying the bill on the 1st of the month but the bill doesn't come till sometime after the first so it has been rolling month to month.None of the bills or payment confirmations I received in the mean time has shown that there is a late fee or that the account has been behind. They explicitly say DO NOT PAY. PAID BY CREDIT CARD. There is no line item on the bill showing a late fee from what would be the previous month.

  Business Response

  Date: 06/27/2025

  I spoke with Mr. ******* and we reversed 10 late payment penalties for his account in the amount of $119.17.  He had set up an automatic payment on his account, on our online portal, but it was set to pay after the due date.  His bill also read, Do not pay, paid by draft.  So I think he never looked at the statements.  I had him adjust his payment date so that it was paid prior to the due date moving forward

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  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.

  During the summer of 2017 we set up a Xenia water service for my father in law's residence. November 2017 my father in law passed away. We contacted Xenia asking them to cancel the service because no one would be living there due to being deceased. Xenia told us our options were to either pay $5,500 contract forfeiture or keep the service with no usage for 5 years due to being under contract. Given no other option, we continue to pay for the service of water with no usage for five years. Summer 2022, I call Xenia asking for them to cancel the service as it has been five years and our contract is up. The representative then tells me they have extended the contract and it is now ten years that we have to pay for service or face legal action for breach of contract. We were never given any notice of the contract change and were given no other options but to continue to pay for water that no one has used for five years. August 2024, I stop paying the payments and called again to cancel the service. They are now under new management and have no record of the five nor ten year mandatory payment period. I explain the situation and ask them to terminate the billing and end our obligation to pay. I never receive a termination form. They continue to bill me. October 2024, I receive a letter saying they are going to report us to the county if we don't pay our past due balance of $392.92. I pay the balance and call again. She tells me we have to pay another $250 termination fee and future balances due to not completing the termination form I never received.

  Business Response

  Date: 06/27/2025

  In looking at the notes on this account, I see that in February 2023, this account was brought to my attention.  I had instructed them to let Mrs. ********** know that we would disconnect the service for $250, as per our policy, and we would remove any charges/past due balances from the account.  They attempted to reach her, but there was no response.  I do see that we have subsequently terminated service in December 2024.

• Initial Complaint

  Date:01/17/2024

  Type:Order Issues
  Status:

  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.

  We cancelled our Xenia account on August 9th, due to switching back to well water. Xenia came out before 7am on August 10th to turn off our rural water service. They have since continued to charge us monthly for water & a service that we do not have- a worker named "*****" has been my only contact & he has been incredibly difficult. I have emailed & called multiple times with no assistance from Xenia on clearing up the issue. "*****" transfers me to leave a voicemail. Xenia has now sent an "intent to levy" to the County treasurer. It seems morally wrong that a company can send a levy against someone's property without any proof that the individual actually owes them money- in this instance meter proof should have to be shared in order for the treasurer to place this against a homeowner. "*****" said it was my responsibility to send a service termination check of $250- (Which was never charged to our account) since I did not do that, they have continued to charge for monthly water even with us having no access to the water service. If they already turned off our service why would we need to pay a $250 termination fee? And how is that legal to charge someone $250 for no longer needing your service? I also want to mention the reason we cancelled was because we had issues with our water quality- Our water was black more than a handful of times- it was tested and came back high in contaminants and then high in chlorine. This is unacceptable for a water service that serves so many. I have ************************ of all issues we have had with Xenia water.

  Business Response

  Date: 06/27/2025

  This account was brought to my attention in January 2024.  I had told our customer service department to reverse all charges on the account and discontinue the billing.  Account was inactivated on February 12, 2024.