City of Cleveland Division of Water

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
A woman called from the water department, and the only thing she stated was "I'm calling to follon a Revdex.com complaint, is your water back on? I replied Yes, and the call endedVery short and brief when she calledI called the department, and Mayor action court several times to just get that much accomplished Customer Service in this department is unacceptable95% off the staff should needs re-trained on customer service ethics
Regards,
*** ***

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. The water department and it's representatives tell you my water was disconnected due to failure to pay, but as you notice they never provide any documentation that specifies how long a consumer has to pay their billThis is a bill that comes out every months and I had not even had days to pay this month accrued billThey send you a breakdown of what my deposit paid yet my property owner received the same bill for water charges that they say I paid??? I even called them to inquire and again was blew offThey sent me and my family a reminder letter on Fri and cut off our services on Mon and not at the end of the business day might I askNot even giving me and my family a way to safeguard ourselves from our water being disconnectedAn event which has had horrible effects on my childrenThey also keep mentioning how the bill was paid by *** ***, but don't they know I had to repay herSo correction the bill was paid by the *** familyThe water department had no valid reason for turning off my water and instead of owning up to their error they want to find a reason to be correct
Regards,
*** ***

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
*** ***12:PM to me April 18th 2016 Ailene R***, c/o *** ***, Revdex.com, Regarding #*** I just received your response from the City of Cleveland Water Department, I am absolutely entering into a rebuttal, I would like the water Department to make it very clear to me, why I am being charged for water and sewer? I have not lived in the house for years, I have not used the services, this sounds like flat out stealing, how can I be charged for something I have not used? I am tired of being bullied on by big business! I am tired of them saying pay, and I just pay! I did not cause the problem and I have not been given any clarity as to how this bill came about, now I am being told to pay for services I haven't used, The water department turned it off, and now they want me to pay to have it turned back on, how is this fair? They should be accountable for turning it back on, with no cost to me. City of Cleveland Water Department you are controlling the house, so I can not profit, this is an act of racism on your behalf, I did not cause this bill You tell me how I cause this bill? *** *** - ***

R***, AileneAttachmentsMay (days ago)to me Good afternoon Ms***, We have received Mr***’s rebuttal regarding the charges due on the water account for *** *** ***Below is the financial history of the account with the charges billed and payments received. See enclosed chart. The fixed charge also referred as the cost recovery charge is billed to all Cleveland Water customersThis fee which is based on the size of the water meter allows Cleveland Water make the necessary capital improvementsThe projected funding schedule may be found on our website at www.Clevelandwater.com I have attached is a copy of a letter mailed to the customer in response to his Attorney General’s complaint back in 2015. We have thoroughly reviewed Mr***’s concern however, our position remains that the full amount is required for restoration of water service. Respectfully, Ailene R***Customer Accounts Management GroupDepartment of Public UtilitiesCleveland Division of Water

*** *** ***Attachments1:PM
** ** *** ***, the 2nd NSF fee will not be removed, Cleveland Division of Water removed first fee on 3-18-as a time courtesy Customer stop payment on check There has
been no change in our billing address Customer has been made aware of decision today Customer Care supervisor made contact with customer *** *** *** *** *** ***If you have any question feel free to contact me Thanks
*** ***

Good afternoon Ms***,We are in receipt of the complaint from *** *** regarding water service at *** *** Street Bedford Heights, Ohio, Ms***, also the owner of ***’s World LLC., and ***’s Place LLC., have a few outstanding account balances owed to the Cleveland Division
of WaterBelow are the accounts and outstanding balances listed under Easy Street:See attached chartIn the complaint, the customer mentions a damage water meter after someone entered the property in March Our records do not indicate that the meter is out of orderOn December 10, we upgraded the meter with the Automated Meter Reading technology and through July 2, we were able to pick up daily reading data from the meter However, the customer must call our customer service department at (216) 664-to schedule an appointment in order to investigate the reason for lost signal since July 3, 2015, since then we have been unable to pick up data from the meterSee below the quarterly reads.Quarterly reads after meter upgrade Read Date/TimeDescription: Description: Description: Description: *** Read DifferenceDescription: Description: Description: Description: *** Register ReadingDescription: Description: Description: Description: *** Read TypeDescription: Description: Description: Description: *** 04-23-06:00AM 0.000000 3.500000 Regular 01-23-04:00AM 0.000000 3.500000 Regular 10-23-06:00AM 0.900000 3.500000 Regular 07-22-11:00PM 1.100000 2.600000 Regular 04-22-11:00PM 1.000000 1.500000 Regular 01-29-02:00PM 0.500000 0.500000 Regular 01-15-12:00AM 0.000000 0.000000 Office Estimate 12-10-04:31PM 0.000000 0.000000 RegularQuarterly reads before meter upgrade Read Date/TimeDescription: Description: Description: Description: *** Read DifferenceDescription: Description: Description: Description: *** Register ReadingDescription: Description: Description: Description: *** Read TypeDescription: Description: Description: Description: *** 12-10-04:01PM 0.000000 10.800000 Verified 10-22-12:32PM 0.000000 10.800000 Regular 07-23-12:30PM 0.000000 10.800000 Regular 04-23-11:59PM 0.000000 10.800000 System Estimate 04-22-09:10AM 0.000000 10.800000 Regular 01-24-12:02PM 0.000000 10.800000 Regular 10-23-09:19AM 0.000000 10.800000 Regular 07-23-11:15AM 0.000000 10.800000 Regular 04-23-11:50AM 0.000000 10.800000 Regular 03-01-12:00AM 0.000000 10.800000 Office Estimate 01-24-10:49AM 0.900000 10.800000 RegularDaily reading dataDescription: cid:i***50The charges the customer referenced from are quarterly fixed charges which are billed on all accounts whether the water is on or offThe quarterly fixed charges are billed under Codified Ordinance The only payment received on account #*** was back in April 15, for $200, no other payments have been received sinceNo payments ever made on the other two accounts under ***’s World LLCand ***’s Place LLC.Regarding the hearing request, the customer does do meet the requirements for a Water Review Board hearingRequests for Water Review Board are limited to:• Residential customers who have received a disconnection notice• Residential owner occupied customers• Residential-tenant consumers (who assumed responsibility for paying future water/sewer bills by signing an agreement with the Water Department and paid the required deposit)• Landlords of dwellings with four or less rental units with one being owner occupied.Multi-family dwellings with more than four units, rental property, property owners of commercial or business property and vacant properties do not qualify for the Water Review Board.At this time, the full account balance in the amount of $1,under *** *** is required to have service restored at *** *** StreetWe ask that Ms*** make payment arrangements with our Collections Department by calling (216) 664-as soon as possible, to avoid further collection efforts on the other outstanding account balances.In addition to the property referenced in the complaint, there are two other properties owned by Ms*** with unpaid balances due to the Cleveland Division of Water and Northeast Ohio Regional Sewer DistrictThe other properties are located at *** *** Drive, Cleveland, Ohio, and *** *** ***th Street, Cleveland, Ohio, 44120.Respectfully,*** ***Customer Accounts Management GroupDepartment of Public UtilitiesCleveland Division of Water

Good Morning,I have submitted the Tenant Agreement Form.Thank You, *** ***

called ph 440-*** *oday second attempt (first called 3/20/no answer left voice message with my contact information no answer again, I left detail voice; advised customer acct review and bills are correct. In response to customers complaint I advised customer that we are now
billing monthly. left my contact information if she has further concerns also let customer know I would be responding to Revdex.com and closing this complete

W***-H***, Shereda Aug to me Hi ***, I called ph 216-201-spoke with Mrs*** *** advised her that I received Revdex.com complaint; advised customer that disconnection notice was sent out to property verified mailing
address as *** * *** St, Cleveland Ohio *** she confirmed I verified that water was left on the day contractor completed field work and she states yes I left my contact information with her in case Mr*** wanted to discuss anything further Please close complete If you have any question feel free to contact me Thanks Shereda H***Customer Account ManagerDepartment of Public Utilities, City of ClevelandLakeside Avenue, Cleveland, Ohio 44114216/664-Ext~ Fax: 216/664-

G***, Laquania 1:PM (minutes ago)to me ***, I spoke with *** about a half hour ago and advised him of the charges associated with getting a new meterThe current consumption is congruent with his family sizeWe do not have a basis to
adjust this account Respectfully, Laquania G***, MPACustomer Account Management Group216-664-extension

2-23-clld ph *** s/w Ms F* listen to her concerns advised customer I will review her account and follow up with her;2-24-I called to follow up s/w Ms F* went over bills/rates with cust adv *** bills one mo ahead; explained rate for local charge is mcf @and
this was quarterly & monthly rateCust also express customer service is rude and they need to take the time to review account and not just rush customer off the phone. I apologized on behalf of Division of Water for customer service making her feel the way she felt. Went over CWD vs Dominion service with customer also advised her to contact Dominion with some of her other concerns. Customer has my contact information if needed in future. Please close this complete Thanks

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
* *** 6:PM (hours ago)to me When I spoke with the water department I was told the meter can't be wrongI was given three optionsPay the bill in full, be turned off, or buy myself a new meter for $I was never offered the option of checking the meter, if the meter is correct they could use it for someone elses homeWhy should I have to pay for a supposed perfect working meter? I was also told that the missing data is no problem it happensWhen I questioned her about making a payment plan I was told I hadn't paid a plan I had, but I never received the paperwork they sent to pay this planThe problem remains I am paying for water I haven't usedI cannot use any less then what I am, I have restricted my water usage to an extreme levelI should not be responsible for their equipment to functionI also should not have to pay to replace their non functioning equipment.They have never attempted to check to see if this equipment is operating properlyI have found there is over 40,complaints about this problem with the water department.There are articles from news channel and the plain dealer about these types of problemsAs a consumer who doesn't get to choose a different company to get my water through I think I deserve a benefit of the doubt that I am not using this much water and they should be willing to replace or properly gauge my water usage with a functioning unitSincerely *** *** ***

Customer broke her tenant agreement by not paying currents bills on time, when tenant agreement is broken tenant then looses there deposit and it is applied to balance on account. When tenant agreements are broken both owner and tenant account balances are combined and bills put back in owners name. If you have any other questions feel free to contact me. Thanks

Date Sent: 12/12/1:35:PMI spoke with customer there is no basis to refund *** *** due to broken tenant agreement. The amount paid is what was needed to stop water from being shut off at that time. If you have any other questoins feel free to contact me.Thanks

W***-H***, Shereda 2:PM (minutes ago)to me, *** Hi ***; I have called customer and left voice message trying to discuss bill no contact I would like to say that customer is getting deduction for summer
sprinkling water system After review customer bill is correct.If you have any other concerns feel free to contact me. Thanks Shereda H***Customer Account ManagerDepartment of Public Utilities, City of ClevelandLakeside Avenue, Cleveland, Ohio 44114216/664-Ext~ Fax: 216/664-

W***, Shereda 12:PM to me, *** Hi ***; Customer’s water has been turned on Wednesday, June 22, I spoke with customer today to confirmed he has water and appointment set for July 8, for new meter to be
set Close complaint complete Thanks Shereda H***Customer Account ManagerDepartment of Public Utilities, City of ClevelandLakeside Avenue, Cleveland, Ohio 44114216/664-Ext~ Fax: 216/664-

R***, AileneAug 7 to me Good afternoon Ms***, We have reviewed the Revdex.com complaint from *** *** requesting a meter change appointment without another long wait window. I spoke with Ms*** and have arranged an appointment for Thursday August 13,
A representative from our meter department will contact Ms*** the day of the appointment to provide her with an estimated time of arrival. Respectfully, Ailene R***Customer Accounts Management GroupDepartment of Public UtilitiesCleveland Division of Water

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

We are in receipt of the consumer complaint from Mr*** regarding the interruption of water service at *** *** ***, *** ***, ***I spoke with Mr*** today, October 20, 2015, and apologized for his troublesHowever, I explained that his request for compensation
would need to be filed through the City of Cleveland, claims department. Mr*** expressed that does not wish to go through such process and said that he may hire an attorney or may be contacting the media. Respectfully, *** ***Customer Accounts Management GroupDepartment of Public UtilitiesCleveland 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 11-15-2016 Title Transfer Date to current bill term. closed complete