City of Cleveland Division of Water

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 02/09/16 to 02/12/16. I did not run water continuously or have a leak and a 21,828 gallon leak does not repair itself. I 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 company. I 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]

We are in receipt of the consumer complaint from [redacted]. Please note that Ms. [redacted], a Customer Service supervisor is currently working with Ms. [redacted] in trying to resolve her billing dispute. Ms. [redacted] spoke with the consumer on June 11, 2015 and requested some additional documentation in relation to the demolition of a building/restaurant as indicated by Ms. [redacted]. Once received, the information will be reviewed to see if any credits can be considered on the contested estimated bills. Respectfully, [redacted]Customer Accounts Management GroupDepartment of Public UtilitiesCleveland Division of Water

Customer bill was adjusted to Rate of Use for the July & September 2017 billing terms;Customer was not billed for new meter installed.I have spoken with customer he is aware of all above.   If you have any other questions or concerns feel free to contact me.  Thanks Shereda...

[redacted]

[redacted]4:36 PM [redacted] Good afternoon [redacted], We are in receipt of the consumer complaint from [redacted]. Please note that [redacted], a Customer Service supervisor is currently working with [redacted] in trying to resolve...

her billing dispute. [redacted] spoke with the consumer on June 11, 2015 and requested some additional documentation in relation to the demolition of a building/restaurant as indicated by [redacted]. Once received, the information will be reviewed to see if any credits can be considered on the contested estimated bills. Respectfully, Ailene R[redacted]Customer Accounts Management GroupDepartment of Public UtilitiesCleveland Division of Water

We have reviewed the consumer complaint from [redacted], received October 6, 2015.  Ms. [redacted] provided our meter department the property manager’s contact information on October 16, 2015. Our meter department is in the process of coordinating the water meter upgrades with the...

property manager. Respectfully, [redacted]Customer Accounts Management GroupDepartment of Public UtilitiesCleveland Division of Water

I called customer at ph [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

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]

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 28,2015.    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, 2015 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 Cleveland1201 Lakeside Avenue, Cleveland, Ohio 44114[redacted]

R[redacted], Ailene3:55 PM to me Good afternoon Ms. [redacted], We are in receipt of the Revdex.com complaint on behalf of Mr. [redacted] regarding the water and sewer account for [redacted] Cleveland, Ohio, 44111. We have communicated to Mr. [redacted] on several occasions...

including via the [redacted] that the water account balance of $462.77 as well as the sewer account balance of $21.00 are due for service restoration. Once payments made Mr. [redacted] can submit his request for water service restoration by calling  (216) 664-3130.  Respectfully, Ailene R[redacted]Customer Accounts Management GroupDepartment of Public UtilitiesCleveland Division of Water

R[redacted], Ailene12:19 PM to me, [redacted] Good afternoon Ms. [redacted], We are in receipt of the Revdex.com complaint on behalf of Ms. [redacted] regarding her most recent water and sewer bill for [redacted]
Please note, we have thoroughly...

reviewed the customer’s concern regarding the increase in usage between February 8th 2016 and February  12, 2016. As a result of our review, we do not have a basis to adjust or credit the account. The data shows the meter registered continuous water consumption during the specified period. Please note, it is not be possible for us to determine the circumstances for the continuous water usage within the property. Provided below is a graph showing the daily consumption from January 1st through April 28th 2016. Respectfully, Ailene R[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 bank. Terrible customer service.
Regards,
[redacted]

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 service. The water restoration time frame is between 24-48 hours as the customer was advised....

 Please note that the water service was restored June 27, 2015 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, 2015 and left a voice message at (216) [redacted] with my contact information. I have not yet heard back from the customer. To Mr. [redacted]:On behalf of the City of Cleveland, Division of Water, we apologize for any inconvenience this may have caused you. We value our customers and we thank you for bringing your concerns to our attention. Respectfully, [redacted]Customer Accounts Management GroupDepartment of Public UtilitiesCleveland Division of Water

R[redacted], Ailene11:36 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 meter. The technician found the meter working properly. I 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 account. She understood and will monitor her usage online. Respectfully, Ailene R[redacted]Customer Accounts Management GroupDepartment of Public UtilitiesCleveland Division of Water

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

We are in receipt of the Revdex.com complaint from Mr. [redacted] regarding a missed appointment fee. Cleveland Division of Water did not charge a fee on Mr. [redacted]’s water account. A new appointment was rescheduled and completed on July 7, 2015. I spoke with Mr. [redacted] today...

July 27, 2015. He was aware that the missed appointment fee was never charged to his account. Respectfully, [redacted]Customer Accounts Management GroupDepartment of Public UtilitiesCleveland Division of Water

I am in receipt of the Revdex.com complaint from [redacted]. I left the customer a voice message at (216) [redacted] on September 16, 2015. As of today, I have not heard back from the customer. Ms. [redacted]’s water and sewer account are both on a payment plan. Her next...

scheduled water account payment in the amount of $86.22 is due by September 30th 2015. The arrangement was reinstated on August 24, 2015. The amount of $86.22 does include a returned payment fee of $34.00. The sewer account payment plan was left as originally established on August 10, 2015. It appears that Ms. [redacted] keyed an incorrect number when processing her water payment on August 10, 2015.  Ms. [redacted] indicated in her complaint that she has made payments in the past with the same checking account. The difference in these payments is that the returned payment was submitted via checking account and the indicated previous payment was processed via credit card. When making a credit card payments, the credit card network system will reject the payment anytime the information is incorrectly entered. Unlike 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 $242.98 including new charges billed September 8, 2015 in the amount of $156.76. The total sewer account balance is $227.37 also includes new sewer charges billed September 8, 2015 in the amount of $160.13. The new charges are due by the indicated date on each bill. On behalf of the Cleveland Division of Water I apologize for any inconvenience the customer may have experienced. I may be reached at (216) 664-2444 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

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]

In response to customer [redacted], address  [redacted].     The payments that customer request to be transferred was transferred on 3/20/2017.   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

G[redacted], Laquania <laquania_g[redacted]@clevelandwater.com>Aug 19 to me, [redacted], I spoke to [redacted] today and advised her of the adjusted balance. Have a great weekend!  Respectfully, Laquania G[redacted], MPACustomer Account Management Group216-664-2444 extension...

5332

Hello [redacted],  I spoke with customer on the 6th of October. s/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 & 0 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.10/18/17  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