Customer ReviewsforGwinnett County Department of Water Resources

I used to live at ************** *******************, ** In gwinnett where I was never charged a sewer fee. I moved with a 30 day notice in advance to gwinett County to a home on valley ******************* ********** **. A home not more than 5 minutes from the prior address and a home using the same water company. And was never told that at this address I'd be charged sewage fees nor was it explained why I'd be charged sewage fees for a property im renting. I have called gwinnett county 3 times and have no response about this situation. Today I opened a bill claiming to be double what I pay because of sewage fees that are twice as high as the water fees. Not just this I'd paid my final bill at ***** Way before moving. I got a bill that I have a past due balance on something I have a receipt which I paid on.

On December 13th, 2021, we received a residential water/sewer **** for one-thousand, seven-hundred and seventy dollars ($1,770). This was based on ninety-thousand gallons usage. Our **** is usually around $50 with ***** gallons used. We immediately contacted the Gwinnett County Department of Water Resources customer service **********************. They were convinced we must have a leak. We went through all the steps to determine if there was in fact a leak. I documented the steps we took. I sent them pictures of the meter. I even made a video showing the meter was not running. (The video was too large to upload and I gave them access to my cloud drive so they could view it.) By this time I was pleading with these people. I said, "please help us with this issue." I called them again. The next customer service person I spoke with seemed to care even less than the first--if that's even possible. By this point the emails I am receiving from them have a terse and condescending tone. It's as if *they* and losing their patience with *me*. Finally, on my third attempt I spoke with someone who wanted to help us. Over the phone, we went through all the steps I had taken before. Turning the water off. Reading the water meter with the water off. Creating pictures and videos. I was running back and forth from the house to the end of the yard in the pouring down rain. I didn't mind. I had finally found someone who wanted to help. Once we gathered all the data and I sent it over, the error was discovered (on their end) and our **** was adjusted. The whole process took about 20 minutes. I was elated. However, the three days of h*** I had to go through to get someone on the phone who actually gave a #$%# was a complete waste of my time. All I wanted now was to know what went wrong and how we can prevent it from happening again. I sent three emails asking for a detailed explanation of the error. I got three responses and none of them even acknowledged my concern. (by the way, they will always end their correspondence with you with "please contact us if you have an further questions of concerns. have a great day!" So, I am not going to give up at this point. I got the name of the customer service supervisor and requested the person contact me. They did. They were able to explain the issue and I completely understand how it could have happened. Of course, we spoke about COVID and the labor shortage. Well, let's talk about COVID. There are supply chain issues and a labor shortage. But those are only the logistical issues. Many people out here have been severely effected by the pandemic. Some have lost loved ones. Many have gotten sick. Supply chain headwinds and the labor market are nothing compared to the human factor. Why not instead of blaming COVID for rude customer service reps; why not educate the people we have to deal with in your call center on how to be empathetic and patient and helpful. No one knows what the person on the other line has gone through or could be going through right now! And to add an inflated water **** to the load is bad enough. But to pile on rudeness and lack a complete lack of empathy is REALLY MESSED UP!