Cleveland Water in Cleveland
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Cleveland, Cuyahoga County, Ohio, US
Site: http://www.clevelandwater.com/
- Monday:7:30AM–5:30PM
- Tuesday:7:30AM–5:30PM
- Wednesday:7:30AM–5:30PM
- Thursday:7:30AM–5:30PM
- Friday:7:30AM–5:30PM
- Saturday:Closed
- Sunday:Closed
People like to hate on Cleveland Water, but when you step back and think about all that they do to deliver fresh, reliable drinking water to a million+ people, you can really appreciate what they do.My condo association had a leak that only became evident after the meter was replaced. For four years, the usage had been estimated until they got around to replacing the meter. Then the readings and bills shot up. Ultimately, the overwhelming reason was an underground leak that did not surface because the water was running into the storm sewer. And they adjusted all of our bills to remove the excess charges for the water that leaked since we put the effort into finding and stopping the leak.Once we got to someone who could help us, everyone we dealt with was very professional.There are certainly delayed maintenance issues, and our meter should not have been out of commission for four years before being replaced. But you cannot blame those at the department or it’s leadership today for decades of deferred maintenance. That’s why I chose to focus my rating of how they handled our issue.
If I could give a negative star rating I sure would! I just got off the phone with a customer service representative and I put her title in quotations because she was everything but customer service. I asked a point blank, unambiguous question and she went on an on about everything but what my question was. She was not listening at all to my concerns and just continued to talk about what ever her agenda was. This is the most horrible experience that I have had in my life!
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.
Terrible Customer service. Very difficult to get ahold of a representative. Some representatives are rude. My husband and I sold our house on March 29, 2021 and as of May 24th the Water Company still has not issued the final release so we can obtain the deposit held from escrow. We not only over paid on the account, but Cleveland water is saying they have no record of our last payment! I have cancelled bank checks and offered to e-mail or fax them in. Was told that I would have to wait for their system to show it as paid? Very frustrating. These employees do not care to do their work..... another government run agency with lackluster performance.
I sold my house and transferred all utilities...I thought. Water department did not cancel my account!!!! I tried and tried to get hold of someone today once I realized. There is nobody working customer service today and they keep hanging up on me telling me they are closed at 1:45! For some reason I cant do this online either. Horrible!!! I am BEYOND angry!Update, the following day I got hold of customer service and they transferred the utilities and credited my account to my new house. Still crazy annoying!
Chick that was working window 5 is cool as a fan, so I dont know what window the rest of you went to but it damn sure wasnt window 5.
Absolutely the worst customer service Ive ever encountered. I paid a bill through their website EZ pay. Three weeks later, I get a letter that said that the check was returned and I was being assessed a $34 penalty. But when I went to their website, it said the bill had been paid. When I paid previous bills online through my bank, their was never a problem. EZ pay = what a joke!
Im torn between friendly customer service and poor response time. Called to schedule a shut off for repair service for early morning. Didnt get there until almost noon which put my plumber behind to get here later. Waited 4 hours for turn on. Only positive note was people were friendly on the phone but your phone tree sucks. Transferred several times only to get back to the original menu.
Excellent service in an emergency situation. Called at 9pm on a Friday night to report a rapidly leaking meter. Maintenance dispatched immediately, Chris arrived at 10pm, replaced the faulty meter and provided a friendly and helpful fix. Thank you, Cleveland Water Department. Exceeded my expectations.
I have been trying to get my final water statement for 8 months. I have called countless times. Every time, someone says the problem is solved and it never is. They said it would take up to 90 days for a piece of paper to be mailed to me. They claim to have no access to emailing or faxing. They say that the budgeting department doesn’t have a phone number? Horrible experience every time and still not getting a simple problem fixed. I wish there was another option.
They are horrible. I have requested a paper bill for 2 years now. They refuse to have a supervisor return my call. I get the exact same amount on my bill for several months and want a paper bill to track payments. Typical considering the employees.
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.
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 wouldnt even give one star- but doesnt allow you to post.
Customer service is typically pretty rude and uninformed. The website is very clunky and the mobile version is virtually useless. I called over a week ago because they are trying to charge me a fee for an auto-pay payment being returned to me, but cannot tell me why it was returned. It certainly wasnt due to a lack of funds in my account. I also went back in and immediately paid it manually as soon as I received the email notification. I asked to talk to a supervisor and was told by the customer service person that she would send her supervisor a message to call me. No surprise I havent heard a word from anyone. Places like this that know you have no other option than to deal with them because you need water have no incentive to treat you properly or take care of their customers.Fast forward: I still havent heard from anyone and my autopayment was rejected AGAIN!! I reset up the autopay, triple confirmed it was the correct information and it says payment scheduled, pending, approved, remit, returned I got the email this morning and called immediately. They tell me it is showing as a 0 balance and Ill have to call back after they can see it was returned. I have an email saying it was returned AND their website shows it but they cant see it? This is just ridiculousIts been weeks and still no one has reached out. Ive called and emailed several times. I have been able to determine that their autopay and schedule functions are/were not working. I am able to use the same saved checking account to make payments immediately the day of, but cannot use that account to do scheduled or autopay payments. I am up to $102 in fees they want from me, I can never get a supervisor on the phone and they now want me to make payments with cash or money order.I have filed a complaint with the Mayors OfficeUpdate 2/4It took over a month but I did get a supervisor to call me back. She listened to the entire story of what had been taking place. She was apologetic and nice. She got with IT and her boss and made the situation right. Overall Cleveland Water seems understaffed and underfunded but Monique was great and a pleasure to deal with.
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 its 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 cant 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!
Cannot make an account then gets charged extra for one time payments nonstop. infuriating
Could it be so, did you guys hire new people?????????? I just had the most pleasant phone call with a woman named Melissa. I have never had such a nice person answer before. I didnt even get to complete my transfer because the county auditor website hasnt updated yet. Got to call back in 2 days I hope I get the same type of customer service next time I call.
Accidentally made a payment twice, wasnt sure the Auto-pay was set up (because it was 2 days after the payment was due and still wasnt 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 Ive been on hold for 45 minutes waiting for a manager. If I wasnt 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.
Corrupt as corrupt gets. Zero transparency with their service and terrible customer service. Typical government ran Utility service.
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 didnt 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!
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.
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!
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 doesnt need to exist in the division of water because we have no other choice for water but them.
All the one-star reviews are completely justified. Someone needs to teach these people customer service. I sold my house almost 4 months ago and my Title company is holding my money in escrow until I prove I paid off Cleveland Water by submitting a final paid statement.I have called these people FIVE times over the last few months to try and get a hold of this ever-elusive document. Every time I call its the same story, they tell me it was already sent to my email and my new home address, and that all they can do is send it again. I havent gotten a single email or letter to my mailbox.On top of that they were rude and dismissive. When asked for a supervisor she said they would need to call me back, which of course never happened. Now Im out 300 bucks because Im never getting my escrow back. So glad I moved out of a cleveland water city. God help the rest of you.
Monique is probably the rudest, most unapologetic individual I have ever had to deal with for an issue. Not only are they self righteous, they attempt to make the customer at fault regardless of the situation. I’m not sure if she’s a nice person to her loved ones. So if you’re outside of them, you should especially stand clear..
I havent yet received a bill but I was seen as soon as I stepped in the door. No waiting in the lines to switch over billing. Will update after we receive our bill, right now we are very satisfied. The billing was fine as well, it was better when they made it monthly versus every three months.
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.
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 couldnt 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 wouldnt 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, youll be turned right off and be at their mercy for restoring service. And theres 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. Its a pain but easier than having a problem later.
Zero stars. Every call is 30 minutes on hold at a minimum. Currently been on hold for 34 minutes while I write this review. Had to schedule three appointments to have a water meter installed at a new house. First was to just measure that they could install a meter (waste of visit). Then they install a meter on the second visit. Finally, a third visit to fix the meter they just installed because it was leaking due to improper installation. People on the phone are useless. Spend a half hour on hold only to be transferred elsewhere and sit on hold some more. Those that come out to the house are not courteous whatsoever. Brand new house and all of the employees wear their muddy work boots right into the house. Taking personal calls while on the job ON SPEAKER PHONE. Seriously?
After reading the reviews, I too can only echo the same comments.We sold our home (thankfully left the Cleveland Water service area) and when I attempted to get a final bill, I was told the title didnt transfer.I have the title transfer in my hand from 2 weeks ago, the brainless woman on the phone said NO and the new owners never transferred the water into their name. So I called them and the new owner told me she transferred it 2 weeks ago.Good Bye and Good Luck to any customer of this substandard service, these employees are the people that give government employees a bad name.
Terrible service!!!!! I called to ask for a change for my name account. The staff answered with a terrible tone that they won’t able to help change!!!! The whole conversation is awful. I did not feel them have any pleasure and desire for serving and helping their customer.
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, didnt 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 dads 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 fathers 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.
After reading all the reviews, I was terrified to call in to transfer service into my name (I just bought the house). Thankfully I talked to Monique and she was wonderful to talk to and helped me get everything all set up. It was a very quick process also. Hopefully I get to talk to her if I have any concerns later on! Thank you Monique!!
I called and waited online for awhile. As soon as my call was answered I spoke with Natasha in the call center who was very helpful and went an extra mile to make sure my issues were addressed. Its so hard to get great customer service but Natasha in the call center went over and beyond to make sure everything I needed was handled before we hung up. I am so appreciative of her services. Thanks once again!!
This is the worst experience Ive ever had with a utility company. First they scheduled an appointment on my behalf, then charged me for missing an appointment I didnt 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 didnt 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 couldnt 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.
Worst service company I have ever had the displeasure of utilizing. I have had nothing but problems with Cleveland Water. Their antiquated systems, excruciatingly long customer service hold times, and all around incompetency makes them a terrible company.I have had $500 water bills, due to their inaccurate systems. I have had no-shows from their service people. On one occasion they were scheduled to visit to turn on water for a tenant. We scheduled the appointment for Tuesday (within a convenient 8 hour window). I made arrangements for someone to be at the property. They never called, nor did they show on Tuesday. Instead they came the previous day, and turned on the water when no one was at the property. Had there been a pipe leak, the house would have flooded for 24 hours before someone would have realized it.They will not allow you to put the service in a tenants name, so if you own a property, you are at the mercy of your tenant to pay you for water service. No other utility is like this.The employees demonstrate a I dont give a crap attitude, and its apparent they arent equipped with the skills necessary to do their jobs. Its time we stop settling for mediocrity, and start demanding better service from companies that we pay our hard earned money to.
One of the worst experiences I’ve ever had anywhere. First they tell me that my tenant deposit was going to be $395, when I asked why she said “that’s what the computer tells me”. When I advised her that her own office told me it would be $261 she said that she could see the notes and she’ll have to ask if she could honor it. Over 1.5 hours later, I leave. Ridiculous.
Bought a new to me house. Called them the day after closing and gave them all my information. They told me they transfer the account after title transfers which turned out to be the following Tuesday. I called again about ten days later just to confirm. Oh yes, we have your information. Thanks for calling. they told me. So I figured Im good. That same afternoon - a Friday - they turned OFF the water. NO water all weekend. Now, an hour into their work week, their phones are still busy. Thanks a lot Water company.
It took me 3 hours to find a decent human being in that place! This company needs to work on their customer service. While Im sure my attitude sucked, I have worked in customer service. The response I received from a female representative was, maam I dont have attitude this is how I talk, we have over 1000 customers, these are the facts! I was ready to lose it. Thank you God for the after hours representative who helped me more in 5 min then anyone else did in hours.
They tried to bill me for almost $200 BEFORE water had been turned on at the property. After speaking with inept underlings, I requested to speak to a supervisor. He informed me that I was being billed for water treatment. I reminded him I wasn’t receiving water and was told it was like a time share “you might not use it all the time, by you still pay.” I informed him that a timeshare is an optional luxury where water is a necessity which they have a monopoly on. He had no response to that. After countless calls to my councilman, my bill was mysteriously adjusted down. Also would like to note that people should download and save all bills as my owed amount shown online fluctuated through this time of dispute and did not reflect what had previously been posted.
Avoid their automatic billing system like the plague. I was slammed with over $100 in fees because I entered a number in wrong (honestly I dont even know if this is the case, but its the most likely scenario). But since its a third party service, everyone at the call center either genuinely has no clue how to help, or puts on a good show pretending thats the case. The lady I spoke with this afternoon just hung up on me cause she didnt know what to do.Completely unrelated, the tours they hold occasionally are pretty awesome. Way friendly folks than the people Ive spoken with on the phone.
Had assumed bills were quarterly, since I hadnt received one in months...then I get a $250 bill in the mail for several months of unpaid service. When I called to ask why I hadnt received a bill in months, they told me bills had been continually sent to the wrong address, then returned to sender, yet they never let anybody know this was happening. Additionally, they somehow sent the $250 bill to the correct address after months of having them returned. When I asked why they did nothing to resolve the situation all I got was I dont know, sir. How were most my bills sent to the wrong address, yet two of them magically show up in my mailbox many months apart?UPDATE: Moved to a new address and just had the same thing happen...2-3 months with no bill, then bam, new bill with a $270 unpaid balance, with no documentation of where that balance came from. Completely unable to login to online account now. Extremely shady business practices...somebody needs to investigate Cleveland Water, as something is not right here. Will definitely be making complaints to every entity possible.
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 dont have to make a simple courtesy call. Just poor customer service.
Always getting a wrong bill. Customer service is a joke. Water Mafi
Had to deal with some issues regarding a past due balance, and boy have things changed for the positive since I dealt with them a few months ago! Their customer service skills are impeccable, and were very helpful in achieving a payment arrangement that was both affordable and convenient for me. Kudos to everyone including Angela, who was the kind lady I dealt with this morning. Whatever you guys are doing, keep it up!
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.
The ONLY reason I am giving a 5-Star review is because I got lucky and was connected with ONE employee by the name of Sam. I work with a title company and we are CONSISTENTLY calling this company to obtain current balances on our clients accounts. We have begun to dread calling only because we can never seem to get someone who is pleasant even in the slightest. Sam was a pleasure to speak with and I made sure to thank him profusely for being so kind and helpful. Cleveland Water Department, GIVE THAT MAN A RAISE!!!
When selling a home they have the title company withhold $200 to confirm final bill is paid. Getting a copy of the final bill is very hard. Their web page is worthless and you cant print the paper work to show your account is closed and paid in full. Very poor policy my last bill was for $9.00 and I cant get a copy to get my $200. Pure crazy. Its been months and still trying with zero results.
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.
Tired to contact Clevelandwater four times but problems never solved.It’s very hard to get back my remaining credits on the account. And today tried to call again, twice and scheduled a call back around in 38minutes and the phone rang back after 10seconds I hung up and no one answer the phone except sit there wait for the representatives availability like 30 mins still didn’t have any one to answer.
I had questions about where to find my account number so I can check my balance, I go to customer service phone number provided and get an excuse about because of covid 19 customer service is closed. Im not technologically literate. I need to speak to a csr. if one cannot be provided then how do you expect me to pay the bill? This is silly. Please is there someone I can call?
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.
They came and out in a new Clear Read meter today. It’s took them over an hour. They then had to wait for a supervisor to come. I went in the basement to see what was taking so long and saw the guy putting putty around the fitting that water was shooting out of. They said it was holding and we all left. Over 4 hours later my tenant came home to shooting water from the same pipe. I ran over to the house and turned the valve off. I was on the phone the whole time (30 minutes), waiting on someone to answer the “emergency” line. They said okay we are putting out an emergency call. I thought they were on their way. 5 hours later I called because my tenant doesn’t have water. They finally came around 10 pm and said they can’t do anything and left. I called the emergency for the 4th time to get an understanding of what was going on and the guy Chris proceeds to holler at me and said I kept calling. Well I hollered back at him and told him that they messed my pipes up. He told me that it’s my fault and I’m suposed to keep my pipes in working order. It was not their responsibility. This is so unprofessional. My pipes were fine until they came out. What terrible service.
One of my biggest pet peeves is people that work at a Job every day, and instead of actually help you to understand its moronic rules and practices, they act like youre dumb for not knowing their job. Im sorry but Ive never heard of another company or utility that charges a house and not a person. Even if most people know this it doesnt excuse rudeness. Sorry that they didnt have a dealing with a horrible water company 101 class in college.Is it supposed to be common sense that buying a house, not living there yet and never having asked for service to be turned on gets me charged for an extra month?
Every citys water department is like a Gestapo. You are at their mercy. They have their own rules and care little for their customer, but its because they dont have to care. Everyone needs water. They say it takes 7-10 business days to change a billing address after receiving a fax but if you do not call to follow up, most likely the address will never get changed. And, theyll tell you water was turned on but only after the 3rd visit and 2-3 days later does the water magically come on. And theres no credit to you for the inconvenience even though you are not at fault for all of the issues.
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; Ive 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 thats 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 doesnt take incoming calls so no one can actually verify that the check went out. I only know that it hasnt arrived yet. I wish water/sewer was privately owned because then customer service would actually matter.
I called to get a final bill because I sold my house. They told me to call back in a week because it takes a long time to transfer the title. It transferred overnight. I WILL be calling back this morning. They spend way more time trying to get out of doing any work than actually working.
I have spent hours on the phone with this company trying to get simple information. If you call back dont 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!
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.
Got a bill of over $4000 (US, not Pesos), for two months 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 wont do anything either. They still want me to pay, and receive a potential refund.What a joke!
In the early 90s 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.
I wish I could give this company less than 1 star! The water prices are completely outrageous, the customer service representatives are rude, and their first instinct was to blame my $900 water bill on me and threaten to come shut my water off! I dont think Ive ever dealt with a less professional, courteous group of people in my life. Unfortunately, short of digging my own well out in the country somewhere, I am stuck having to deal with them! This is robbery!
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!
Cleveland Water is the literal worst. The customer service is dreadful and the rates have skyrocketed over the last few years. Every interaction I have had with them has been painfully unpleasant, and since the consumer doesnt have any other option, they have no incentive to improving service or address rates. So... thats cool.
If your water bill is super high this quarter, AND you had Clear Reads to your home this quarter to replace your meter, this is why:The water meters are not malfunctioning. The transmitters are malfunctioning. This is why they were out to replace all our meters. Water meters cant physically spin faster (aka account for water you are NOT using). If anything they spin normal, or slower than usual. Slower than usual benefits us, the consumers. However, if the transmitter was malfunctioning, in a sense that it was counting slower than the meter was moving, then you were being undercharged.Basically Clear Reads took a picture of your meter before they disposed of it. Your high bill this quarter is the adjustment for their slow moving transmitters. The timing is unfortunate, right before Christmas .... but it is what it is.I spoke with Dwayne after waiting on hold for ~ 10 minutes. Dwayne was very well spoken and professional. Im very mechanically inclined, so I was able to communicate on a level of fully understanding the entire system. He also fully understood the mechanics behind how these things work.Sucks my bill was $541 instead of the $145 it usually is, but I DID use the water, and I owe them. A discount would be nice, because their equipment was faulty, but they arent obligated to do so.
They turned our water off over 2 weeks ago & FALSELY ACCUSED us of “water tampering” they told us we have to pay $2,400 in order to get our water turned back on. We told them this is a huge mistake. Something is wrong on their end! They don’t wanna hear it. They told us our water was turned off back in December and it WASNT. Either their records or their system is wrong or their employees didn’t do their job and WE are being punished for it! How can a company FALSELY accuse you of something and take away your water??? Does anyone have any suggestions? This is insane. They are corrupt.
MONIQUE is the ONLY PERSON who knows what shes doing and will get something done in that entire water department! Ive 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.
Horrible customer service. They dont care about you at all. They wont turn off my service even though I moved out of my house. They are forcing me to wait for the title to transfer, which could take weeks. So now I am on the hook for the next guys water bill.
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 cant 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 wasnt annoying enough the first two times I tried to call in I was simply hung up on. Id say avoid this company but unfortunately thats not even possible.
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.
Ive had bad experiences with Govt Agencies but this is the worst experience. First, in August I called and the Emergency Division verified that my water was shut off since I was no longer living in the house. On December 21 I called to say I have an Email that showed there was a leak. The Emergency Division said it was not true since the water was off. On December 29 I visited the house to witness water everywhere. I called the Emergency Division 3 times and am still waiting on December 30 for the water to be shut off. The Emergency Divisions response was that I can file a complaint with City Hall. They said there are many emergencies but could not even tell me where I was in the line to be actually shut off this time.
This company is the worst run utility facility I have ever used! Completely rude, quickly shift blame and preform money grabs for shameful fees. The Supervisors should be ashamed of themselves, not correcting wrongs! 19 Action News
Switching water to my name wasnt a hassle, but the people are so rude there. I didnt 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.
Plumber wanted to replace my pressure regulator so I called for technical information. They were very resourceful, gave me detailed information, and helped me with making the right decision. I appreciate the quick response, willingness to check multiple sources, and call me back within minutes with helpful advice.
CSR Representative Nakita was very rude this morning when I called to make a payment. She verified all my information & transferred me back to the automated system for payment. I specifically pressed the option to make a payment with a CSR representative because I was on a business phone and making a payment via prompt was not an option this morning. I called back expecting to get someone else, but NO I got Nakita when I called back and she was like, Excuse me MAAM you have to make a payment though our automated system because we ONLY accept payments from callers that have received a SHUTOFF notice or a delinquent BALANCE!!! I explained to here that I was on a business phone. She proceed like, Well moving forward thats what your going to have to do and were in the process of changing our automated system. She then put me on a brief hold and took my payment. I honestly feel like all this was unnecessary, Nakita was very RUDE.
Unfortunately, I, too, have had the rudest, and most unprofessional service imagineable... FOR MANY YEARS. It is my belief, that when an organization has a pervasive problem of acrimonious, unprofessional, combative, and ignorant behavior that is ALLOWED to permeate the employees who have to interact with customers at its lowest levels, it is because it is the attitude that is most represented at the top, within its leadership.I have interacted one time, in about 15 years with two employees who were very congenial, named Myah and Kizzie. The other employees who had those horrible attitudes demonstrate that they must live HORRIBLE personal lives.But, what they give to others, they will find getting back to them. You attract in your life what you aproject...meanness, nastiness, and lack of prosperity. When a company holds a city of customers hostage because of limited choices, the behavior will continue and never change because they feel they dont have to.
Paid bill through online banking money came out of account but they said they never received it. They shut water off and it took multiple calls to them and conference calls with bank and them. The bank faxed info many times and the water company said they didnt receive the fax or it was insufficient. The bank asked them what they exactly needed. Still was told that it the info was not sufficient. After 3 days and many phone calls water finally got turned back on. So if you do online banking I would check water account after you see that payment was paid.
PROFOUNDLY INCOMPETENT. I have signed up for auto-pay three times now, and the customer service reps assure me its 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, Im told Document Cannot Be Found. Too bad theres no other option for water/sewer service. But I guess thats why theyre 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.
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.
This company is HORRENDOUS. It would appear you must have an IQ of below 50 and have been fired at least twice by McDonalds to work here.Customer service is DEPLORABLE and they could give a *&%^ less. Every interaction is equivalent to a root canal. They never respond to email requests and when they do, you have to explain issues as if you were talking to a 2 year old.Unbelievealbe. Do I really have to select ANY star?
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!!!!!!!!!!
If zero stars was an option I would have chosen it. we hadnt gotten a water bill in 3 years, at the first missed bill i called and they sent someone out, they changed the meter and still no bill many MANY phone calls and letters and even several calls to the Cleveland mayor AND the governors offices still nothing and the mayor and governor said it was out of there jurisdiction, on Monday the 27th of July we got our bill for over 9,000$(witch just doesnt add up while going through the bill) and they said we had till august 3rd to pay 1,000 and if not they would turn out water off. these are awful horrid people and this should be illegal, if the electric and gas cant charge you after a year why can the water company?!?
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.
I accidentally hit submit twice on my payment, so I stopped one and they charged me $34 for a stopped payment. SERIOUSLY? And we are basically at their mercy. Im paying $50/month for water in North Olmsted. TERRIBLE way to treat customers.
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 yall!
Maybe because I called to ask about lead in my water and not about a bill or city responsibility I was put through easily. My guy was polite with a little hint of a sense of humor and answered all my questions as best as he could. I will be dealing with Cleveland water for the first time soon, and all these reviews scare the crap out of me when it comes to bill time.
All issues I have had have been solved through their customer service. I have not dealt with them needing to service my home in anyway so cannot comment on that. Their payment methods and website are not very user friendly, especially so on mobile devices! But overall have been satisfied with my service.
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 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!
Excellent customer service. I called to cancel and reconnect my water and sewer. I was on the phone for five minutes. Done deal. Thank you for making it so easy!!! I wish I would have asked the name of the representative.
What amazes me the most about Cleveland Water is that when I turn my faucet on water comes out! When you look in the dictionary for the definition of incompetent, it says Cleveland Water Department.Ive been paying someone elses bill for the last three years in my condo and they could not correct the problem.We had a water main break that was repaired and the crew forgot to flush the line and the sand and silt plugged all water lines to 17 units. When they put in the Clear Reads meters, they promised the billing problem would be fixed. Wrong again!!! Before I was paying for unit #10. Now I am paying for unit #16. I am in unit #2. This stuff isnt rocket science! I think they just dont care!
Waiting 3 weeks for final bill after moving. Was now told final bill was not sent and I have to show proof of payment for 2017 to receive the credit on my water and sewer accounts. Who hires these employees?
Cleveland water continues to amaze me. I called to get water turned on at a vacant rental property. They usually give me a very large window with no call ahead which is a big enough pain. Now she says water will be turned on between now and 72 hours after you call. I explained it is not possible to wait at a vacant house for up to 72 hours and she says sir that is our policy. The ABSOLUTE WORST UTILITY COMPANY EVER.
This is classic. I called the emergency number about 9:30 pm because basement was flooding and needed emergency shut off. Guy answers, sounds like he is at a party, irritated that I called.Next day a woman calls me. About 930 a.m..I ask her why it took so long on an emergencynumber to respond and she says. “ we aint just sittin around waiting for you to call!”Well actually, isnt that the point of an emergency number?I mention that I feel slighted by her attitude.She points out that they are the only place where I can get my water from so tough.Now all of this is fine but a few days ago...I heard someone at work tell a similiar story!!!How does the City allow such abusive employees to deal woth the public?
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!
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.
I would rate lower if I could. We got our water shut off and have been accused of tampering. I have a baby, I cant be without water. These people could care less about customers and it infuriates me. How have they not been sued for all they have?
Woke up to no water. Called the emergency line. Still on hold over an hour later...this is an EMERGENCY...yes, people I paid my bill
I could not give Negative starts OR i WOULD. OUR WATER SMELLS LIKE Chlorine bleach, Flint Michigan anyone???? I have spend 42 minutes on hold to be FINNALLY answered by a woman who said I had the wrong department and hung up...that was customer service??????No resolution....so now what???
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 youre 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.
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 .
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.
Good luck figuring out the website. I’ve spent hours trying to figure out how to simply set up an automatic payment. I called and cannot do it over the phone which is ridiculous. This website needs a complete overhaul immediately. Nothing about the site is intuitive.FYI: To troubleshoot use a desktop version on your pc. Do not use mobile!
If I could give this place a negative I would. It appears that the prerequisite for the job is must have a nasty attitude. The call center employees are any thing but helpful, rude and disrespectful. They have the worst customer service by far. They fail to fully explain processes and procedures. This place should be shut down
I just was helped by Monique. I needed to approve a tenants payments. she knew exactly of the situation and took care of it right away.She was very pleasant to talk with
Trying to get ahold of them is a Nightmare. I swear they just ignore the phone. when you finally get put on a waiting list. That and the automated system says push 5 to speak to a representative and all that does is take you back to the beginning to do it over again. I have called 6 times on diferent days for diferent reasons and i always get the pissed off lady that hates her job and likes to ruin your day
Very inadequate level of professionalism from this company. And whats the purpose of having a callback service if it doesnt 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 isnt another company.
I cant 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.
Worst Company I have ever dealt with and no one cares to help. I would rate at Negative Stars if that were possible. No Explanation Needed for anyone that lives in Cleveland.
Most unprofessional people Ive ever dealt with. If there was another service provider, I would have switched decades ago.
My water was in my exes name. He left! Im on disibility- ex had my water turned off. Bill in his name.Literally begged water company with full deposit to turn water onPast due $ 196, no arrangements could be made to pay existing bill-even signing documentation to that effect.No regard for asthmatic kids or debilitated elderly.I was crying to no avail.I had paid bill the whole time, all alone, could prove with credit card.Was treated like my family is of no importance.👎👎👎👎👎👎👎👎👎
As a resident and real estate developer in the city , i can honestly say that the people at the City of Cleveland water dept. are completely incompetent at doing their jobs. The customer service reps have zero accountability .All they want to do is get you off the phone or transfer you to someone else, because they have more important things to do other than their jobs !!!! what that is God only knows. they tell you someone will call you back...never happens .. they say someone will be out to inspect on site issue...never happens . Its a black hole of wasted tax payer money because everyone there has a job because its been the dumping grounds for political favors for the last 4 decades. thats why no one cares about doing their jobs, because are not qualified in the first place, and wont get fired because of the nepotism and political connections .Dont even get me started about what a disaster/ waste of tax payer dollars the clear reads program is. They spent Millions of our tax payer dollars on a system that does not due the exact thing it was designed to do !!!!! they all should be fired starting with Robert L. Davis , Ollie Shaw, Alex Margevicius. Has anyone ever seen the education or qualifications to do their job? The city if Cleveland water dept is the most poorly ran municipal service dept. in the country !!!
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 Clevelands best workers. WOW Keep up the good job Mayor Jackson.
Can you say legalized robbery. My water (and conveniently enough my separate sewer bill) has nearly doubled since 2009...and that was late 2009!! Thats right folks...DOUBLED. When are we going to band together and say enough is enough. I mean, are you kidding me, $130+ a month for sewer and water??!!! And where is all that money going? They obviously are NOT spending it on improvements...I see water main breaks ALL THE TIME. So, instead of spending the ungodly amount of money they are charging us for our water and sewer service they are just pocketing it!! Someone needs to step in and limit these absolutely ridiculous rate hikes that Cleveland Water and NEORSD are levying on the citizens. They have no competition whatsoever, thats the start of the problem...they can charge whatever the hell amount they feel like; we cant just go to a competitor to get water and sewer service. I believe they call that a monopoly and monopolies need to be regulated.
I used the website to contact Cleveland water. the next day, Guillermo called me about my problem, sent out a technician to check on my problem. A much better experience than I was expecting. Give that employee a raise!
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 will2. Bills are always wrong3. Worst customer service to deal with (would rather call Dell Tech Support)!
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
My father asked if someone asked spanish, the woman on the phone laughed and replied with “Give me a second.” Then hung up. We called back and apparently they were closed..
I pay my rent and my water is included in the rent the landlord is refusing for me to see the water bill! I feel like tenants should have a right to see the water bill! I am being overcharged and I dont even know how much I am supposed to be paying this is ridiculous!
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.
I own rental properties in the eastern suburbs. Cleveland water has been nothing but trouble from day 1. Long hold times - rude employees - cant even print bills off website because they say the website is new -The fact that these people can get jobs makes me wonder who does the hiring. To me it sounds like one idiot in charge who hire 10 of there idiot friends.I called Lake County water with an issue and its fixed right away. Cleveland water makes my skin crawl.
The worst experience ever!!! Ive been trying to get service setup at my new home and just about everyone I spoke to were RUDE!!! This cant be acceptable. We are truly at their mercy. If I could give zero stars I would.
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.
Just called to get water transferred into my name.. and the lady was the rudest most disrespectful person I have ever talked to! Your company needs to find some new employees. Real fast.
I have a pit meter and have called at least 3x +and keep getting told they will fix as of 1/16/20 it is not fixed all I get is estimates and EXCUSES!Wow i realize they need 10 people to fix 9 watch and 1 sleeps!!!
Customer service is terrible. They are rude and dont care about helping you. They just want to jump off the call as soon as they can. I wish there was another option...
Sorry I couldnt give a zero star rating. Customer service is same as CPP and thats piss poor. No one in one department knows what the other is doing. No accountability either. They almost had me going to their office with pitchforks and a gopro to start a riot.
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.
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!
Had an inspection 2 days in a row and both times the employees said they couldnt do it.... then why did you send them out
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.
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 Ill just stop my recurring payment and pay manually. Super annoying
Worst Customer Service Dept. EVER. Worse than Time/Warner and thats hard to beat. Asked Representative for her name and she refused to give it to me then she hung up on me. Impossible to deal with.I would given ZERO STARS if possible.
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.
Worst company I have ever had to deal with. 20 minute hold is a regular thing around here. Also being told you will be called back within 6 minutes and never get a call..
Natasha was extremely helping in getting my water and sewer set up online. Thank you for your time and effort to get our invoices in order.
This is the worst company I have ever done business with. Their service window is 24-48 hours with NO courtesy call prior to the appointment. Who can sit in a vacant house for two days waiting for the water company?
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.
Endless waiting on the phone. Called the Mayors 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.
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.
Terrible experience trying to resolve billing issues. Saying I used water when I wasnt even home. Claiming water usage amounts that arent physically/mathematically possible for my home. Refuse to address or offer suggestions or any type of formal complaint process to address the issue
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.
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
Awful...broke my water line while changing out a sleeve and since it was on my side they wouldnt do anything about it...a week with no water, 9 thousand calls to the most rude, incompetent, waste of life on the planet and $3000 later...we have over-priced, lead-laden water! YES...LEAD IN THE LINES....contractor called while doing the work...actual lead pipe feeding the line...and guess what...they dont care. Not their policy anymore to change it out even if they are aware...City of Cleveland doesnt given them enough money to do it... They are killing our wallets and literally killing us at the same time....
If I could give a negative score I would. Customer sucks, Supervisors NEVER return a call. This is a needed utility and the courtesy of a call should be returned especially when there is an ongoing escalated issue.
I never had a problem with them. The workers are always nice and friendly. The sewer cost is way to high though
Still closed due to pandemic, even though everything else is now open. Cant assist or accommodate things that can only be done in person. What is this 1940.
Hope you lose your lawsuit considering we had to pay over 350$ for water we never used, no leaks, no nothing. PURE SCAM.
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.
Rude customer service representatives. Very unprofessional people.
This was absolutely the worst experience ever. The lady talked to me like a child instead of a man coming to get his newly purchased rental property water on. 1 star is to much, just horrible.
No notice of cutting off the water for 6 hours is unacceptable to customers !! Could have posted timeframe instead of no notice to a whole neighborhood shameful and disrespectful!!!😕😕😕🤬🤬🤬🤬🤬🤬🤬🤬😈😈
They act like robots, very unprofessional, wish we had another water company, no personality what so ever. I HATE CALLING THEM.
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.
Very helpful... so suprised to see neg comments.
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 .....
Wish there was a lower rating than 1-star. We built a house and called to have a water meter installed (so we could pay our bill!) and I was hung up on. Twice. Its so absurd its almost comical.
Theres black stuff in the water. Whats going on?
Awful phone servis with people who dont care and are not nice nor knowledgeable. Wrong communication given to me which ended up in only the inspector coming and not installer. He had the wrong phone number on top of that...
Phone system is horrible and the waits entirely too long for the money they are charging. But I have not had real serious issues with making payments when I call for that.
Your website is a joke and a rip off. Cant 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.
They don’t answer the phone! There is an option to call you back however when they callBack they put you back on hold! This is a very rude option! They need to hire more people toTake care of you!
Watching their drivers park in handicap spots and blocking handicapped people from having access to their one spot on this street...a little messed up. Can I pop my hazards on and be good? Or is it just for city vehicles?
Automated system appears to be detected. When you follow the directions that you are prompted to follow it says it does not understand. If theres a glitch in the system it should be fixed immediately
I suggest you call 1000 times and if you are lucky enough there will be a decent agent in this department helping you. Dont give up!
Dwayne Smith was very efficient and took care of my application promptly. He was very courteous and professional.
These are the rudest most unprofessional group of people I have ever encountered. Each telling me something different with an attitude like I am the problem. If I could have given negative stars I would. Ridiculous.
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?
“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.”
Say what you want, best tasting water after spring water! Emergency serices that fix the mains, damn good workers.
We had a water main break In each call Ive made to the water emergency line, everyone has been more than helpful!
I agree with other reviews. I own a rental in Cleveland and live outside of the state. I have had terrible experience with paying water bill.
I want to rate The Cleveland Water Dept negative -5 Stars. In every dealing I have had with them in the last 20 years. It’s quite pathetic at this point.
I appreciate those people contributed hard working or even their lives to the residents of Cleveland.
I have a contact at the BBB to assist with interactions with Cleveland Public Water. They are grossly incompetent and should be replaced with an entirely different organization.
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
IF THERE WAS AN OPTION TO GIVE THEM NEGATIVE STARS I WOULD! HE MOST INCOMPETENT GOVERNMENT RAN OPERATION IN CLEVELAND!
Bitchy customer service....instead of answering my questions, she launched into this speech about how they are not allowed to stay on the phone too long....she kept cutting me off and going into her spheal over and over again...which took the most time of the call. RUDE!!!!
Stop flooding my water with Fluoride!! It taste like my grandmother’s denture juice
Would give 0 stars if I could. Terrible customer service. They dont care to try and help to fix a problem.
I talked to Angela yesterday and she was extremely helpful and very nice. I called and got a representative within one minute.
H. Jacks Plumbing & Heating Co. has always had helpful and courteous service in dealings with Cleveland Water.
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!!!!!!!!!!!!!!!!!!
I think they’re ripping me off there is NO WAY my bills should be this amount. I wish there was a competitor company I would use there services instead.
What the heck? Turn my water off because my meter needs replaced? Thanks for the notice I never received! You SUCK!
Water bills EXACTLY the same since last july. IMPOSSIBLE have written emails 4 times. No one responds
Tried to report a leak. Kept getting transferred took 13 minutes to talk to someone.
The lady was very nice and she also explained everything that I needed to know with no problem
I just called to see why I have to pay CW for sewer, when Cleveland Heights is responsible for our own sewers, and CLEVELAND WATER HUNG UP ON ME!
Total reviews rating 1.6
199 Reviews for Cleveland Water 2023:
Review №1
2022-06-27The 3 times I spoke with Customer Service in the past month to deal with finalizing my water/sewer bill for my home sale have been nothing but excellent. I spoke with Deidre (if I remember her name correctly) the first two times. She was superb with helping me and was very patient and informative on the phone. Very easy to communicate with and was very cordial. A++This most recent call was with Natasha. She was excellent and most helpful. Again, very cordial, informative and pleasant. A++I only give 1 star knocked off because of long wait times for reaching a customer service rep (perhaps theyre short staffed post C-19; then again, who isnt). The first 2 times I waited 15 minutes. This last call I waited 45 minutes. Regardless, I still talked with great, professional people and was helped out perfectly (which is what matters). Thanks!
Review №2
2022-06-02Absolutely horrendous customer service. If I could give 0 stars, I would!! If youre lucky enough to get past the wait times of a MINIMUM of 30 MINUTES (2 days in a row!) to reach someone live, you then get to deal with nothing but attitude, as if youre asking someone to actually do something besides their job!!! Do better....much better!! After all, we dont get to select our water supplier!!!
Review №3
2022-06-04They deserve ZERO stars. The incompetency of this agency is unbelievable, and the fact that it has been this way for YEARS shows their complete apathy to change. Theyve made multiple mistakes regarding our account-- and its all their mistakes-- and yet we have to prove that weve paid our bill for years. Instead of it being on them to correct it, we have to prove everything. Basically theyre trying to collect twice on almost $2,000 in payments. Someone failed to do their job, made a huge mistake, and now we waste our time trying to resolve the situation that they created. Customer service is generally awful and hostile. There should be change in this organization, and there probably never will be. Ive heard nightmare stories on the news over dealing with this agency, and now we are living our own nightmare. Shame on them for their incompetence, lack of care, and general laziness to do their jobs. They simply do not care. When they make mistakes, they arent accountable and dont care to ever rectify situations. Someone needs to clean house on this organization.
Review №4
2022-06-07Website doesnt work, representative was ultimately unhelpful. They do not have an email account, the only way to send important documents is a fax machine...They switched my account without telling me, would not let me transfer funds between the accounts or even log into my new account. Just garbage service all around.Edit: I called in again and got a different representative that was extremely helpful, she was able to do everything the previous representative said she could not do. So if you call in and get someone unhelpful, maybe try and call again to get someone different.Changing my review from 1 star to 3
Review №5
2022-05-06City contractor came and replaced the city owned portion of my water service line. After the work, my house is not receiving proper water service… trickling faucets, sporadic pressure, etc. I’ve called in 5 times and I either get a rude “customer service” agent who transfers me to a voicemail, or a rude customer service agent who transfers me to an even worse person… this is what happens when you hire people and retain them not on the merit of their work, but on the fact that they have a pulse and can sit in a chair. I get it. Things happen…. But your staff CHOOSING to be jerks is unacceptable, especially with something as serious as a water emergency where a paying customer is not receiving the commodity they are paying for.
Review №6
2022-05-06This is by far the most expensive water bill I have had in my life, and I have lived in several different parts of the country. Customer service is also terrible. We had an appointment scheduled between 1pm-3pm and the dude showed up at 10am. He had to leave a note because we obviously weren’t home. Just a train wreck of a utility company.
Review №7
2022-06-07Nicole was absolutely the worst person to talk to. 0 customer service. Beyond disrespectful and clearly hates her job. I would love for our conversation to be listened to by her boss 😂
Review №8
2022-06-29Called to get service in my name after buying my home. Chose to have the system call me back rather than waiting on hold for 26 minutes. Instead the system calls me back and I am on hold for over a half hour before getting a representative. What is the point of a call back system that is not efficient and lands customers on hold anyways?!
Review №9
2022-04-07I wouldnt say the Agency if terrible, but i do say that the customer service is terrible, from the moment they pick up the phone they are like on auto pilot and if you even so much as veer from their script the attitude button is turned up to 100.
Review №10
2022-01-02This agency is terrible. The customer service is poor, other than a kind, helpful representative named Tonya. Im thankful that I no longer have to contend with their ridiculousness as the account is now closed. Good luck to those out there still having to work and/or do business with the Cleveland Division of Water; may you have the strength to power through their idiocy.