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:11/28/2022

  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.

  We were renters at *** ******* ***** ********** *** XXXXX. To obtain service with Knox Chapman Utilities a renter MUST pay a deposit. We paid our deposit and connect fee in 2013. Cash payment was made in 2013. We moved and had our services terminated July2022. Our deposit that was made in 2013 was to be applied to our final bill. It was not. In talking with ***** ****** at Knox Chapman Utility District says we did not pay a deposit and therefore owe $76.52. Again if we had not paid the deposit in 2013 we would not have received water and our deposit was paid and an error occurred on their end. Other than their records not reflecting our payment (cash) they cannot prove we did not pay, except the fact we were provided their service from 2013 thru 7/2022. By their own policy if we are renters we must pay the deposit or no service. We want our bill to reflect the deposit adjustment and stop all collection on our account. We will pay balance due minus our deposit. We also want to deal with a supervisor or some on in charge other than ***** *******

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 7, 2022/12/14) */
  Mrs. ********** first contacted the Knox Chapman Utility District's office in the summer of 2022 after their service at *** ******* ***** ********** ** XXXXX had been disconnected upon their request. Mrs. ********** was questioning the deposit they paid when they started service for the address 145 Burnett Lane. Knox Chapman personnel reviewed the customers' service history.
  Mr. and Mrs. ********** first became customers of Knox Chapman Utility District on 6/27/2013 (Account #XXXX-XXX). The service address for this account was *** ***** ******** **** ******** TN XXXXX. At this time, the customers paid a deposit of $60 and a connect fee of $50.
  In June/July 2017, the customers moved to a different address on KCUD's district. The deposit paid on account XXXX-XXX was applied to the customer's final bill of $55.71, leaving a credit balance of $4.29. A refund check was issued to the customer for the credit balance of $4.29 on 8/3/2017. This check cleared the bank on 8/10/2017.
  At this time, a new account (Account #XXXX-XXX) was created for the new address *** ******* ***** ********** ** XXXXX. At this time, the customers paid a $50 connection fee. KCUD policy does state that customers who rent or lease are required to pay a $50.00 connection fee and a $60.00 deposit. After a review of the customer's account, Knox Chapman determined that, due to an oversight in the office, the customer did not pay a deposit for this address. In July 2022, the customers moved off KCUD's district and received a final bill of $76.52 ($35.80 Final Bill and $40.72 Previous Bill and Late Fee). There was no deposit applied to this bill due to a deposit not being paid at the time of connection.
  These records were sent to the customer, including original receipt, showing that they only paid a $50.00 connection charge for address *** ******* ***** ********** ** XXXXX. Records are also available to view any time by accessing our online portal.