Complaints

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• Initial Complaint

  Date:07/19/2024

  Type:Customer Service 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 live at **** ****** ****** and this morning our water was shut off. No notice was given. When I called the water department to inquire as to why the water was shut off no one knew anything about it. They asked to call me back in which I agreed. They returned my phone call but I wasn’t able to answer as I was at work. So I returned there phone call they told me they left me a message I said well I am at work could you please tell me what’s going on. She told me there working on our road and emergencies happen. I said I understand but we have three children and no notice was given and I’d appreciate it if in the future we could be notified if possible. She laughed at me said oh my god and hung up on me. When I called back and asked for a supervisor to speak to the woman on the phone told me I was speaking to her supervisor previously and I wouldn’t allow them to speak and then hung up on me again. This is an ongoing issue with the Van Wert water department. They do not give notice to water being shut off and when you call them they are rude and disrespectful. The supervisor in charge is very unethical and disrespectful.

  Business Response

  Date: 07/29/2024

  Customer called on July 19th, 2024 upset
  regarding her water being shut off. Our office, at the time that she called,
  didn’t know water was off due to a contractor hitting a line in the area. We
  first explained to her that we would contact Water Distribution to see what was
  going on and would call her back. After speaking with the Supervisor of Water
  Distribution, we called her back. She didn’t answer and we left a voicemail
  letting her know that water was off in the area and would be restored once the
  leak was repaired. She ended up calling the office back and initially said “you
  called me back?” We told her that we left a voicemail but that water was off
  due to an emergency shut down because a contractor hit a line and it had to be
  repaired. She became very upset and said that she felt that she should have
  been notified and that she has children in the home.  I tried to explain to her that it was
  emergency shut down and prior to her calling, our office wasn’t aware of
  anything in that area being shut down. I advised her that the water department
  can’t always notify everyone when there is an emergency and that things do
  happen. She continued to rant on using vulgar language and wouldn’t let me speak
  so I ended the call. She then called back a few minutes later and my colleague took
  the call. The customer asked to speak to the supervisor and she had told the
  customer that she was previously speaking with the supervisor and then the
  customer hung up.