One star is too much, as they deserve no stars!
By far the single most outrageous experience EVER. Customer service horrible in all levels.
Blayton deceptions and lies are the norm for this company. Wating for water to be turned on for almost a week and still waiting...
When called, they re defensive and not proactive at all .
Dwayne Smith was very efficient and took care of my application promptly. He was very courteous and professional.
when i lived in my parma home I got a water bill for $550 then the next bill was $375...I had no idea what was going on and called both times...from the water department they told me a must have a leaking toilet....im not complete idiot I understand what a leaking toilet sounds and looks like....they never corrected it....but somehow miraculously the bill came back down without me replacing my toilet, changing a faucet, taking less showers....scam artists....now I sold my home in may....ive been calling since then to get my final paid water bill statement....everytime its "sorry sir you have to request the final paid bill statement" I know this bc I ve asked for it 3 times....ill never get my escrow $400 back .....
They are completely unreasonable!! Sent in a check too pay bill, I read the bill wrong and sent only the water portion not the fees. They cashed the check. Then I get a disconnect notice for THAT DAY because the fee was unpaid. They were disconnecting over a simple misunderstanding. Woman on phone could not have cared less demanded I pay that moment to save my service. I couldn't believe that misreading a bill and submitting partial payment would result in termination.
Previously I had been shut off when I never even got a bill. Then they charged me $500 because they said I tampered with the meter?! No proof given and they wouldn't budge. Crooks!!!
Basically if you misread a bill, bill gets lost in the mail or a check is lost in the mail you will not have the next bill too fix it, you'll be turned right off and be at their mercy for restoring service. And there's absolutely nothing you can do about it.
I now for my home service set a notification to check my account every week to make sure everything is ok. It's a pain but easier than having a problem later.
I had a great experience on the phone with kelly. After a brief hold she got everything set up for me at my new house! And she was very polite and kind!
My water bill has been increasing every month for the past few months. My water usage is very low. I hired a plummer to check all the plumbing at my property, no leaks. Toilet is brand new no bad pump.
After further review of my hourly water usage I discovered that they have been manipulating the numbers on my bill. I called and spoke to a supervisor the supervisor Purdue didn't have any answers for me or a resolutions for me, all she did was talk about how there might be a leak. But the numbers show otherwise. The Cleveland Water Department is the WORST!
got a bill of over $4000 (US, not Pesos), for two month's service. They refuse to adjust the bill, refuse to accept the fact that I do not have any plumbing issues (I am a plumber, FFS), and recommended the "review board", who probably won't do anything either. They still want me to pay, and receive a potential refund.What a joke!
If I could give a rating of zero stars, I would. I have been trying to obtain my final water bill and have waited on hold for more than 30 minutes, 3 days in a row. When it finally rings through as though someone is going to answer, I get disconnected. I am beyond frustrated. I guess customer service doesn't need to exist in the division of water because we have no other choice for water but them.
I never had a problem with them. The workers are always nice and friendly. The sewer cost is way to high though
Hope you lose your lawsuit considering we had to pay over 350$ for water we never used, no leaks, no nothing. PURE SCAM.
I have attempted to pay a deposit at this location four times and I am still unsuccessful. Each time I am told to bring something different or given a different price to pay . This company is so unorganized, unprofessional and inconsistent.
They need to check on their drivers. I handed my grandbaby a fry at a stop light. He honked. But he went on to pull up on my right, stare me down as he went by(this was on ramp to 480 today about 12 pm from ridge rd). Then he gunned it to merge and I caught up to him and stayed behind to get license - 629yvp. He was doing 75 mph.
Expect unbelievably long call hold times. Super unprofessional. They should install something that calls you back in order of. That way I wont have to wait 1 hour and 20 minutes again.
3 days with no water because of a billing mistake. The mistake was fixed immediately and after three days there has still been no one to literally just turn my water back on.
Hands down THE WORST customer service dept. I have ever dealt with from any utility company. If you are fortunate enough to speak with anyone you will get conflicting information from one person to the next. I have been dealing with overages from a property that I sold in January of 2021, both water and sewer to be applied at another property that I own, since Cleveland Water will not send refunds, properties that I have paid their fees for over two years now. This is now going into the 5 month I have been dealing with this with 0 satisfaction. They continue to ask for copies of canceled checks to be faxed to them showing proof that payments were made. Once they receive them they in turn ask for more proof of payments months later. The City of Cleveland needs to take a hard look at their practices and lack of customer service and empathy and either train their personnel better in customer service or unfortunately replace those that cannot be trained properly or understand the philosophy that we are their customers that keep them employed.
Poor customer service, Nicole was so unprofessional. I called in to speak about a simple online account set up, and she had this rude tone and seemed like she could care less about my issue.
I actually just got off the phone with a customer service rep expecting a nightmare from all the terrible reviews. She must have been an exception because it was probably one of the quickest, easiest, most helpful experience with any customer service rep from any utility department. Hope the next persons goes as well!! GOD bless all ya'll!
The lady was very nice and she also explained everything that I needed to know with no problem
I live on the main road of East Pleasant Valley, and every six months have the same watermain break. This has been going on for years already, obviously then don't know what they are doing, and inconvenience home owners. The break happened at 9am, they sit around until 530pm until they decide to start working.Tell us that its a 3 to 4 hour window the water will be off, and turns into 8 hours later on a holiday weekend.
is there a NEGATIVE star rating? Jesus man, in the dictionary under the word "RUDE" it has the phone # to Cleveland Water.
They are the definition of "ANTI CUSTOMER SERVICE." Maybe the managers should think about putting their reps through a couple of situational interview scenarios instead of rubber stamping them right out off the street!
They don t answer the phone! There is an option to call you back however when they call
Back they put you back on hold! This is a very rude option! They need to hire more people to
Take care of you!
Every time I call here I get terrible customer service. Whoever hires these type of people for customer service should be fired. However I guess its a reflection of Cleveland's best workers. WOW Keep up the good job Mayor Jackson.
Terrible in every possible way. Cannot hear them while in the office due to the awful acoustic and cant get answers out to of them on the phone. I needed to place a tenet deposit, so I go down with all the necessary documents. I wait and hour to only be told that their "system" for processing those deposits was down.... no idea what they do differently for tenet deposit, but hell if I know as they were accepting payment from everyone else. Additionally, they could not provide a time when this "system" would be working again. I ask if I can call to inquire and they say yes. So I wait a day, then call. A very rude "Rashid" answers. He tells me that he does not have access to this info and cannot get it for me. He says that I have to go in person to the main office. Most ridiculous thing I have heard, especially when they are only open until 4, an almost impossible feat for people who work. So, be prepared to be treated like scum when working with these people.
Your website is a joke and a rip off. Can't believe you take payments without having to confirm when I was just checking something. And then charge me $34 for nothing and ignore my message!!!!! So glad I pay on time every month for nothing.
What is the point of a callback system if, when you get your call back, you still need to wait 30+ minutes on hold to speak to someone?
try to stop water service (unfortunately can not do it on line). call Cleveland Water three times. each takes 30 min but they still not answer our request. the 3rd call was hanged up in the middle of process. terrible terrible service.
Just received a final notice to reschedule. They cancelled on us bc of a snowfall (we are in Cleveland-it snows), told us they will call to reschedule, failed to call us and now the nerve to send us final notice. Unreal. Now need to accommodate, call them back and reschedule their lazy arses.
Accidentally made a payment twice, wasn't sure the Auto-pay was set up (because it was 2 days after the payment was due and still wasn't withdrawn from my account) so I made the payment and then of course they withdraw my payment. Call the call center, unprofessional and rude... I asked to speak to a manager because they said they cannot refund my payment and I've been on hold for 45 minutes waiting for a manager. If I wasn't FORCED to use this company I would switch my service in a heartbeat. If their company was not mandatory to use they would be out of business within a week from unprofessional business practices.
I reported street main broken (lead pipe). they had to replace it by law because it was lead pipe (very bad, they should have corrected that or ). I think during the lead pipe replacement to the meter in vault, they broke the line on the property side, causing huge leak. They come back to charge me for the leak.
Staff extremely rude. When I asked to speak to a manager they put me on hold and never picked back up.
Came out and shut off service without letting me know even though I have never been late on a payment. Mistake on their end that happened on a Thursday and told me they couldn t do anything till Monday
Very inadequate level of professionalism from this company. And what's the purpose of having a callback service if it doesn't work correctly. Not 1 minute after leaving information for callback and I receive a call only to be on hold over 15 minutes anyway...hmmm. Too bad there isn't another company.
In the early 90's I sold a house I owned in University Heights which my daughter used while attending college. For 3 months no one lived in the home and there was no water usage. I received a bill for around $450. I protested the amount. The experts in billing claimed I likely had a leaking toilet. That was not the case. They put a lien on the home in order to steal the money. When we closed on the sale of the home the money was taken due to the lien. I would love to know how much money, stolen in this manner, has been used for the personal enrichment of employees of the City of Cleveland. They are brazenly still at it. Hard to believe this rip off has gone on for so many years.
H. Jack's Plumbing & Heating Co. has always had helpful and courteous service in dealings with Cleveland Water.
Set up as new customer back in October. I was told my first bill would be mailed end of November, called again said it would be mailed out 12/20 still no bill, again call said 1/13 still no bill. Called customer service hours between 7:30 - 5 called at, 10am- 12 noon, 1pm message says call back during business hours. How is this allowed, even if employees can work from home this is unacceptable!!!! I wouldn't even give one star- but doesn't allow you to post.
I don't understand their supervisor as many complaint about customer service rudeness nothing is being done i think i need to go to channel 19 on them because it's not right
I would give negative five stars if that were an option. The lousy service starts with the top, somewhere a top level director/manager needs to go.
The front line workers and the paying customers deserve better than this ineffective system. 35 minute holds, timely customer payments not processed for weeks, this outfit needs major overhaul. If the name Cleveland precedes the title you are in for a ride, their call back system is a joke and even with Covid winding down they are still grossly mismanaged to the point of incompetency. Head honchos need to get fired.
Impossible to speak to customer service. They either hang up on you or aren t helpful. Can t even view my bill online because the portal hasn t been working since I bought a house a year ago. Bills are unexplainably high, and you can t dispute it because they ll claim nothing is wrong. This company has some serious issues to fix.
Say what you want, best tasting water after spring water! Emergency serices that fix the mains, damn good workers.
I have spent hours on the phone with this company trying to get simple information. If you call back don't count on the second person telling you the same thing as the first person. They seemed to all have their own rules sitting in front of them that they can pick and choose whenever the feel like it. No matter what you ask them they tell you to fax it to them. And there is nothing you can do as a consumer! You have to deal with them!
Came down to the office of the water department. They have 6 stations and I have been waiting for over an hour. Onot one person has taken an additional person and the people at the window are just ignoring is, the customers who tool our time to come down. The representatives keep walking away and come just to sit in front of the computer for a couple minutes and walk away again. Ridiculous!
Being told something different everything time I call in, what a waste of time and money
The level of ineptitude at your company is incredible. Today I got home from work to no water. I called at 6pm when your offices were still opened and they said someone would come out. At 8:30pm I finally got a call saying that it's because we never had a meter installed. The problem is, we had our meter installed a week ago and you simply forgot to record it apparently! And, because your people took so long to look into it and call me back, the offices I needed to speak to, to have them verify that they made a mistake are closed so they refused to turn it back on until I speak to your meter department when it reopens. Why do I need to waste my time doing this? You can't see in your system that it was installed? You made a mistake and refuse to rectify it? I was told my multiple people tonight that there was no manager on tonight to speak to. No real company would ever get away with this level of disservice, you should be privatized and done away with!
If I could give a negative score I would. Customer sucks, Supervisors NEVER return a call. This is a needed utility and the courtesy of a call should be returned especially when there is an ongoing escalated issue.
Worst customer service! I ve been calling for about a month now after selling my house. I ve been told different stories each time. Their customer service could use some training and a better attitude. Shame on you Cleveland for not investing in your people.
MONIQUE is the ONLY PERSON who knows what she's doing and will get something done in that entire water department! I've been dealing with the water department for many years I the construction industry and she has been there for quite some time. Very sweet, knowledgeable and professional. She needs to take over and restaff the entire department.
Rude Customer Service...ghetto...quick to take ur money but slow to restore ur service..SMH
Switching water to my name wasn't a hassle, but the people are so rude there. I didn't have a piece of information right in front of me and said I just needed to get it, they hung up on me and told me to call back when I was ready. I called back one minute later, gave my information, and the person just said ok and hung up on me. I called back a third time and asked if I could get a confirmation letter or email, the person said, "you serious?" And hung up on me again. I feel bad for anyone trying to resolve an actual problem.
A shining example of why many people do not want government involved in the service/business sector. A complete inability to function at even lower levels of service. Outdated communication systems and total lack interdepartmental cohesiveness. Devoid of utilizing anything even resembling a logistics program.
This is the worst experience I've ever had with a utility company. First they scheduled an appointment on my behalf, then charged me for missing an appointment I didn't make. I scheduled another appointment and took time off work and your technician no shows. When I call to ask where the technician is at they told me they showed up but no one was home. Amazingly they didn't leave a missed appointment notice this time. The "customer service" representative was very rude. When I asked to speak to a supervisor she just kept telling me I need to schedule an appointment for tomorrow. I then advised I couldn't keep missing work due to their negligence. I finally got a supervisor who was kind and helpful but this IS NOT how a utility company should work. If there was another provider I would of went to them months ago.
I can't believe these people have a job. 20 minutes to answer the call, then just rude as can be. No help at all for a billing error they made and continue to make. Obviously nobody trains these people in customer service.
Went to have water turned on at a vacant house we just bought that needs to be remodeled. They said someone had to be present for the next 48 hours and no time window or courtesy call was possible. They were pretty condescending about the matter - as if people should go hang out in vacant homes without water for 2 days during business house so that they don't have to make a simple courtesy call. Just poor customer service.
they are the most rude and unprofessional customer support, never answer properly and not ready to help at all, worst department I have dealt with. The actual problem is never addressed.
Worst company in America! Emergency shut off takes over 2 weeks & the customer service treats you as if your guilty of something. Quickly shift blame to the customers for their inadequate services. Billing is a whole other beast in itself.
I came in with a complicated situation. The customer service reps I spoke with on the telephone and in person were very professional and my experiences have been very good. Situation is resolved.
The worst experience ever!!! I've been trying to get service setup at my new home and just about everyone I spoke to were RUDE!!! This can't be acceptable. We are truly at their mercy. If I could give zero stars I would.
"Well we have up to 48 hours" - Customer Service
Do you have to wait till the 48th hour?
Worst customer service.. so hard to get thru to speak with someone
Tried to report a leak. Kept getting transferred took 13 minutes to talk to someone.
This is the absolute worst utility on the planet!!!! If you like taking days off of work and waiting for the "water guy" to show up, then this is the organization for you!
1. They NEVER show up when they say they will
2. Bills are always wrong
3. Worst customer service to deal with (would rather call Dell Tech Support)!
Once again, horrible customer service at the Cleveland Water Department. How do these people get paid for these jobs?
Horrible, bad respect for customers and customer service.
0 Stars 0 Stars That should be option for this WORTHLESS company.
Never get hooked in with them. Money $ sucking Pigs. $ Thats all they want. Moved to another county and water is less than Half of what these crooks were charging. They will never shut water off if you move out but charge a mininum fee of $24 for nothing!!! STAY AWAY = STAY AWAY.
Zero help. Called to see why a recurring payment was taken out twice and they had no answer for me. Even put me on hold thinking they would help but nothing! Guess I'll just stop my recurring payment and pay manually. Super annoying
Someone will be there to turn on the water between 8am and 4pm actually means no one will ever be there, and no one can help you when you call to ask because they will just keep telling you someone will be there soon.
These reps are a JOKE. They are not professional at all and to top it off they are rude..They give you the run around and are not willing to help at all, I wasnt trying to have them break their backs for me but good Lord some straight foward information would be appreciated....This Co is the worst ever!!!!!!!!!!!!!!!!!!
CLEAR READS INSTALL SERVICE. Just had the new meter installed. Afterwards, I noticed water coming from the main water line/meter/house line. I assumed it was just from installing the new meter, but after drying it up I noticed an active leak. Called Cleveland Water and was told that I had to hire a plumber to fix the issue even though there was no issue until they installed Clear Reads. THEY REFUSED TO FIX THE WATER LEAK THAT THEY CAUSED.
I wish I could give 0 stars. I spent 1 hour on the phone with customer service after receiving a returned check notice. I spoke with Steve. He was the only good part of the experience. He was very pleasant. Not helpful though. I was told that my bank refused to put the transfer of funds through. I called my bank. They never received anything from the water department requesting money. So, the "supervisor" lied to me. Very dishonest "company". Unfortunately we are all stuck with them since they are the county water supplier. It almost makes me want to dig a well and cut them out completely.
I have had an ongoing billing / meter
Issue since September, it is now end of December & no resolution. Each time I call, the customer service reps are kind, but, I get a different story & explanation. Last time we called we requested to speak to a manager after over an hour on the phone. The manager would not get on the phone, made up a lie to the have the rep tell us someone would be out in 2 weeks to do a meter read. That was 3 weeks ago, I called back today & the new rep told me the manager lied. I am so appalled by this organization. The leadership have quite wonderful claims on their website, it s too bad with all of this talent & expensive payroll they can t lead the rest of the team to provide 1/2 a decent product. I truly feel bad for the people who work in the call center. I can t believe business is being conducted in this manner in 2018.
Very disrespectful staff and representatives...i am very disappointed with this company!
This organization is the worst, they have horrible record keeping and worse customer service
Absolutely horrible customer service. I sold a home on the 8th of December and still received water/sewer bills. I m constantly told that the recorders office hasn t been updated due to Covid but this is ridiculous!
These people are scum of the earth. Even when you pay your water bill they will shut you off for two days. Real scum. The customer service people are not remotely helpful. This is the worst "service" I have ever used. If there was another option I would switch, its hard to image a service run more poorly.
If I could rate 0 stars I would!!!! Our water has been brown for days now. I have 2 young children and a 5 month old baby. I called the emergency hotline and it was the worst customer service experience ever!!! The rep constantly talked over me, didn t care about our inconvenience what so ever. No apology. The rep also wouldn t give me the supervisors name or her own. The rep even went as far as hanging up on me!! Now due to the observance of the holiday Monday. My family and I now have to wait until Tuesday to speak with managment. Horrible just completely unprofessional!!! No stars from me!
Great customer service. Never had a issue besides cost.
Spoke to a lady named heather today and i must say she was completely rude and sounded like she hated her job..please hire people who actually want to work there!!
Waited on hold for 30 minutes on a Thursday afternoon; recording claimed an "exceptionally high call rate," which is a bunch of malarkey. Called referring to a rejected payment; company claimed that my account number was wrong. This is the same account number I have had for two years. I was told that the onus is on me to provide proof that the money had come out of my account. This means I have to contact my bank (that the water company already withdrew money from) to prove that they have the payment that they now say they are rejecting. This is absurd. This is the same company that left us without water for a week in August while a water main break was being repaired in front of our house - no compensation provided, and we had to drive across our front lawn to leave the house. Ridiculous.
What the heck? Turn my water off because my meter needs replaced? Thanks for the notice I never received! You SUCK!
I wish I could leave zero stars. This is by far the worst water department to work with, and we work with many. I am almost at 60 days waiting on a refund; I've had to fax paperwork twice. I also got scolded today because I sent in paperwork on 7/23 and then again on 8/14 - apparently there is a 10 day process just for the paperwork to leave the customer service area and move on to the fiscal department, and calling in 2 weeks later (mind you, I resent this 17 days later so that's 3 weeks) to expect that paperwork to have been completed is unacceptable. And no one can say the check was actually mailed, only that it was approved on 9/8. The fiscal department doesn't take incoming calls so no one can actually verify that the check went out. I only know that it hasn't arrived yet. I wish water/sewer was privately owned because then customer service would actually matter.
I never felt compelled to write a review until this moment. This company is either literally run by the Devil or works closely with him. I recently moved into a place in North Olmstead and was disappointed to discover that you can't handle anything over the phone or online. You literally need to drive to them to setup your water, and there is no information online. If that wasn't annoying enough the first two times I tried to call in I was simply hung up on. I'd say avoid this company but unfortunately thats not even possible.
Endless waiting on the phone. Called the Mayor's office. Seemed concerned but no change. Called a few years ago about a defective meter and was told I should have said something earlier. Called the state and it is not under their purview. Wish I had dug a well.
The Division of Water has some of the most ignorant staff on the planet. We bought a house and had the water service started. For the first few months we got an outrages bill even though no one had yet moved in. After 3 month of calling a supervisor said we had a Clear Reads meter and not a standard meter and should have been billed differently. So, for the first several months they were billing a random meter to my account. Then, I get a notice that they are going to shut off my water unless I had a Clear Reads meter installed. Wait, didn't the supervisor say we already had one. After months of calling and even giving them the meter serial number, they were still clueless. Finally, I agreed to have the technicians come out to "install" the meter. They refused to do weekends because their primary install period was over. I told them come late because I was not going to miss work for their stupidity. The technicians arrived, and sure enough, they said you have a Clear Reads meter already.
Last year, my widowed mother removed my dad's name from the water bill. She received multiple bills in her name only. This year, for some unknown reason, they dropped her name and put my dead father's name as the sole name on the account. So, she has to file all sorts of paperwork to fix the error they caused.
Complaining to the head of Public Utilities and the Mayor of Cleveland did not do any good too. They are equally ignorant and apathetic.
water bill is now the highest out of All utility bills, because of INaccurate reading Outrageous. another way to stick it to us!!
They act like robots, very unprofessional, wish we had another water company, no personality what so ever. I HATE CALLING THEM.
Rudest most unprofessional people I have ever dealt with. They should be fired.
PROFOUNDLY INCOMPETENT. I have signed up for auto-pay three times now, and the customer service reps assure me it's in place, but auto-payments are not made. When asked about a problem, the Water Department and the Northeaster Ohio Regional Sewer District (NEORSD) point fingers at each other -- each department tells me the other one is responsible. I have repeatedly been given misinformation about accounts, billing, payments, and service. When I try to look at bills online, I'm told "Document Cannot Be Found." Too bad there's no other option for water/sewer service. But I guess that's why they're incompetent. And just now -- tried to sign up for credit card payment (again), and it keeps saying my account information is invalid, even though I have repeatedly entered the account number with the bill right in front of me, and each time I try it makes me re-enter my password twice and re-answer the three security questions. Unbelievable.
Automated system appears to be detected. When you follow the directions that you are prompted to follow it says it does not understand. If there's a glitch in the system it should be fixed immediately
If I could give negative stars I would. This is the worst organization ever. They have been erroneously billing me for years. They bill me hundreds of dollars a month for a vacant house that has the water turned off in the basement. The number on my water meter is different than in their record. Customer service is horrible. The field techs are even worse. They only wait for a few minutes before leaving. I would join a class action law suit in a heartbeat.
What a miserable place. Thick plate glass windows with speakers and microphones and some of the slowest customer service representatives I have ever witnessed. Make sure you bring a couple dollars worth of quarters as you're going to need to feed the meter for at least an hour just to pay a water bill. If you thought the DMV was bad wait till you get to experience this nightmare.
I have a 600 water bill therefore a 600 sewer bill as well and no one is living in the home but they insist there was water usage did I say the water main is turned off . I have to fly to Cleveland to actually read the meter myself. they say that is what is be sent to them electronically is absolutely correct. and I said I could have some meet them at the house to check the meter and they would not do it.
So now they are turning off the water for non payment!!!!!!!!!!!!!!!!!!!!!!!!!
WHAT IS WRONG WITH THESE PEOPLE
Bill was paid by bank bill payer and funds taken from my account but the water dept did not credit it to my account. I now have to get the bank to send them the electronic ID number on their letter head to get it corrected - I cant just give them the numbers the bank gave me. These guys are worthless. As you can see they are constantly loosing bank transfer payments!!!!!!!!!!
The worst company. It should not take up to no damn 48 hrs to turn nobody water back on. Then they stop service calls after 430. Smh
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