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:02/06/2023

  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 recieved my bill from this company and it was 3 times higher than the city rates for water. I reached out asking for an itemized bill to show me what I was being charged and why and no one has reached out to me since. The apartment is telling me they have nothing to do with what we are billed and this company is stonewalling me. The responses from their customer service came quickly until I asked for detailed information showing why my bill was so high! I want my bill adjusted and I want my future bills from this company to reflect the correct amount that I should be charged for an apartment.

  

  Business Response

  Date: 02/22/2023

  Dear ******,

   

  I reviewed her monthly water/sewer bill. I'm not quite sure what the complaint is. It may be she is not taking into consideration that the sewer charges is included in her monthly bill. Her recent monthly bill ending 2/10/23 was $40.59.

   

  **** *****

  Customer Answer

  Date: 02/23/2023

  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.
  
  
  
  My prior bill was twice this amount. I want to know what that amount was for. I still want an itemized bill from this company or a refund of the overcharge from the previous month. 
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 02/23/2023

  There looks to have been a problem on December 17th thru the 18th. The meter registered 2,180 gallons. Was there a toilet issue? Please ask the resident to snap a picture of actual water meter and upload. We will then match the meter in the apartment to the reading we have received remotely. 

  If there was an issue with the electronically sent meter reading, it would have been adjusted the following bill. 

  Rates for water and sewer can be found at:

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  Customer Answer

  Date: 04/11/2023

  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.
  
  
  
  There is no toilet issue and just today there was an inspection to ensure there were no water leaks. However, this month, my water bill was 3 times the amount that was charged when I originally made this complaint. 
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 04/20/2023

  We visited the apartment with the property management and the tenant present on 4/18/23 to perform two test with the water utility. The first test performed was done at the meter to see that the meter was communicating with the cloud server. The meter reading at the meter matched the remote meter reading perfectly. The second test was a water volume test. We simply snapped a picture of the water meter and filled a 5 gallon bucket up to specific mark that measure 5 gallons of water, then snapped a picture of the meter and exactly 5 gallons was recorded at the meter.  The tenant then asked for formula used to calculate the water and sewer. I directed her to the the below websites.

   

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  Customer Answer

  Date: 04/24/2023

  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.
  
  
  
  On the city of Cleveland website that you provided it says that the cost for .2 MCF is $21.85. Any additional MCF's are 37.14. An MCF is 7,480 gallons of water! The average swimming pool takes 18,000-20,000 gallons of water to fill. So why is my bill higher than the amount it would cost to fill an entire pool, with one person living in an apartment in one month? My bill last month was 225.08! This is enough to pay for the sewer cost 3.36 plus fill 3 swimming pools in 1 month, with 1 person. Someone needs to show me how that is calculated on your end! Also, how can one persons usage fluctuate so much? You charge me 225 this month, 118 last month and only 49 the month before! This is asinine and I am not paying a 225 water bill! This is tied to my lease so you know I have no choice to pay or be evicted. This is criminal. Explain to me how all of this is calculated because it makes no sense! Fix this before May 1st and every month after!
  
  
  
  Regards,
  
  
  
  ****** *****