City of Cleveland Division of Water

I called customer at ph [redacted] spoke with [redacted] advised cust that address has been changed made aware of process that was needed before changing address; and apologized for any inconvenience and how she was made to feel rudely treated Gave customer her current balance also made aware that its from 11-15-Title Transfer Date to current bill termclosed complete

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I am still disputing the water I am being charged for 02/09/to 02/12/I did not run water continuously or have a leak and a 21,gallon leak does not repair itselfI find it ironic another customer filed the same Revdex.com complaint as me, yet the CWD does not feel there may be an issue within their companyI would like to know if other CWD customers are being charged for water they did not consume Today, I filed a complaint with the [redacted] ***'s action center Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Hello [redacted] , I spoke with customer on the 6th of Octobers/w [redacted] wife who states she was told she needs GEO meter and Tech is coming today @ noon to installed adv cust has my contact information I will follow up after meter changed; adv cust of years of low & consumption estimate billing advised per bill terms will not be adjusted how ever she will not be back billed for water usage that was actually consumed.10/18/ I am waiting on meter to be uploaded in system and I will follow up with the customer at that time I will close back to Revdex.com if you have any other question feel free to contact me Thanks

G***, Laquania Aug to me, [redacted] , I spoke to [redacted] today and advised her of the adjusted balanceHave a great weekend! Respectfully, Laquania G***, MPACustomer Account Management Group216-664-extension

We have reviewed the Revdex.com complaint from [redacted] in regards to the phone conversation with customer service supervisor, [redacted] , and request to restore water serviceThe water restoration time frame is between 24-hours as the customer was advised Please note that the water service was restored June 27, which was well within the time frame provided I forwarded this complaint to the customer service manager, Mr [redacted] , and was advised that a discussion was held with Ms [redacted] I attempted to reach Mr [redacted] on July 17, and left a voice message at (216) [redacted] with my contact informationI have not yet heard back from the customerTo Mr***:On behalf of the City of Cleveland, Division of Water, we apologize for any inconvenience this may have caused youWe value our customers and we thank you for bringing your concerns to our attentionRespectfully, [redacted] Customer Accounts Management GroupDepartment of Public UtilitiesCleveland Division of Water

Customer account was in delinquent status in the first attempt to shut water off for non-payment the Division of Water discovered that customer connection needed to be replaced for accessibility Customer connection was dig up and replaced on August 28, Due to account being in collection status when contractors complete work they did turn water off Customer’s payment was verified and immediately turned back on same day.Once the work is complete work order is then sent without request needed to our tree lawn crew to restore.Customer tree lawn repaired September 3, I spoke with customer today she admits to tree lawn being repaired and she was fine If you have any additional question feel free to contact me Thanks [redacted] Customer Account ManagerDepartment of Public Utilities, City of ClevelandLakeside Avenue, Cleveland, Ohio [redacted]

I am in receipt of the Revdex.com complaint from [redacted] I left the customer a voice message at (216) [redacted] on September 16, As of today, I have not heard back from the customerMs [redacted] ’s water and sewer account are both on a payment planHer next scheduled water account payment in the amount of $is due by September 30th The arrangement was reinstated on August 24, The amount of $does include a returned payment fee of $The sewer account payment plan was left as originally established on August 10, It appears that Ms [redacted] keyed an incorrect number when processing her water payment on August 10, Ms [redacted] indicated in her complaint that she has made payments in the past with the same checking accountThe difference in these payments is that the returned payment was submitted via checking account and the indicated previous payment was processed via credit cardWhen making a credit card payments, the credit card network system will reject the payment anytime the information is incorrectly enteredUnlike when making a payment via a checking account the payment processing system does not give an alert when a number is incorrectly entered and the payment is submitted for approval Please note that on the same day, (August 10, 2015) Ms [redacted] processed a sewer account payment also via her checking account; the payment was approved and posted the account Total water account balance is $including new charges billed September 8, in the amount of $The total sewer account balance is $also includes new sewer charges billed September 8, in the amount of $The new charges are due by the indicated date on each billOn behalf of the Cleveland Division of Water I apologize for any inconvenience the customer may have experiencedI may be reached at (216) 664-ext [redacted] in the case the customer is in need of assistance or have any questions regarding the information on this email Respectfully, [redacted] Customer Accounts Management GroupDepartment of Public UtilitiesCleveland Division of Water

R [redacted] , Ailene11:AM to me Good morning [redacted] , Yesterday, Wednesday March 23rd a Cleveland Division of Water technician was at Ms [redacted] ‘s property to inspect the water meterThe technician found the meter working properlyI discussed our findings with Ms [redacted] today and explained that based on our review and meter investigation we find no basis to adjust or credit the accountShe understood and will monitor her usage onlineRespectfully, Ailene R [redacted] Customer Accounts Management GroupDepartment of Public UtilitiesCleveland Division of Water

We have reviewed the consumer complaint from [redacted] , received October 6, Ms [redacted] provided our meter department the property manager’s contact information on October 16, Our meter department is in the process of coordinating the water meter upgrades with the property managerRespectfully, [redacted] Customer Accounts Management GroupDepartment of Public UtilitiesCleveland Division of Water

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The company is trying to charge me a returned item fee and I was also charged a stop payment fee through my bankTerrible customer service Regards, [redacted]

We are in receipt of the RevDex.com complaint from [redacted] regarding the disconnection of water service at [redacted] , Maple Heights, Ohio, 44137. The water service was disconnected July 27, 2015 as a result of Mr. [redacted] ’s failure to comply with the signed... tenant agreement with Cleveland Division of Water back in March 5, 2015. Please note, that water service was restored July 28, 2015 after a payment was made in the amount of $458.91 on the sewer account by [redacted] ***. Mr. [redacted] ’s is entitle to a refund in the amount of $-50.95 which was submitted for processing on August 3, 2015. This credit is due after subtracting the water and sewer charges billed in the amount of $408.91 (from time of tenant agreement through the date we cancelled the agreement) from the tenant deposit of $459.86. June water charge $130.73July water charge $77.83 June sewer charge $136.05July sewer charge $64.30 Deposit paid -$459.86Total amount billed $408.91 $-50.95 Respectfully, [redacted] Customer Accounts Management GroupDepartment of Public UtilitiesCleveland Division of Water

In response to customer [redacted] ***, address [redacted] *** The payments that customer request to be transferred was transferred on 3/20/ Payment was a transfer so it didn’t show up on bill as when bills are adjusted See Financial History below for both water and sewer accounts If you have any other question feel free to contact me Thanks

[redacted] Attachments12:46 PM [redacted] ** [redacted] I did speak with [redacted] ; advised customer that CWD has no record of digging up ground. As a courtesy and him calling and complaining we sent our tree... lawn service dept. to fix tree lawn. Appears that CWD was out to location and marked ground for developers to show where water lines where located and customer assumed CWD dig up and CWD didn’t. Customer states he did speak with Developers who’s doing work across from his resident appears they are the ones digging and assured him they would fix sidewalk & tree lawn. His concerns have been addressed closed and filed. If you have any questions feel free to contact me. Thanks Shereda H [redacted] Customer Account ManagerDepartment of Public Utilities, City of Cleveland1201 Lakeside Avenue, Cleveland, Ohio 44114 [redacted]

Hello Nicole, I spoke with customer on the 15th of June. I am working with her on a resolution. When complete I will send you information. Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Today I Followed up w/*** customer set up on pay plan $due 6/30/and 3mos PP balance $+ crrt start 8/11/2017 Removed $return Item fee due to the fault not being the customers; she is aware and agree with resolution ;

Revdex.com:
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I filed the complaint after Cleveland Water charged me the full quarterly municipality fee, not a third as it should have been, when they switched over to a monthly billing cycle in January A representative for the company followed up stating that I and thousands of other low usage users would be now be penalized and charged about a dollars more a year. This seemed to be discriminatory and deceptive being that Cleveland Water insisted rates did not go up. My bill proved otherwise. However before taking further action I would like to speak with a company representative experienced in this area.
Regards,
*** ***

Rates for local changes have been changed by the City of Shaker Hts. Effective 2-14-thru 3-16-billing term; see below message that appears on customer current bill.Hopefully this complaint can now be closed. Thanks