ComplaintsforClayton County Water Authority

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had an incredibly frustrating experience with the Clayton County Water Authority that I feel compelled to share. I submitted all the necessary documentation to have water service activated at my property. However, due to what can only be described as a bewildering error on their part, they activated service at a completely different location.To make matters worse, when I contacted them to rectify this mistake, I was informed that I would still be held responsible for the water bill at the vacant property where the service was mistakenly activated. This level of service is not only inefficient but also profoundly unfair. It's disheartening to see such a critical service managed so poorly, leaving customers to deal with the consequences of their errors.Overall, my experience with Clayton County Water Authority has been deeply disappointing. The lack of accountability and the cavalier attitude towards resolving their mistakes have left me with a very negative impression. Customers deserve better, especially when it comes to essential services like water.

  Business response

  03/06/2024

  Upon reviewing the account, it was found that the customer submitted a new service request through our customer self-service portal. Our team processed a move-in request based on the provided address of *************************************. Subsequently, the customer notified ** that the address processed for the move-in was incorrect.Upon receiving the correct address of ******************* from the customer, we promptly processed the move-in at the accurate location. The customer is not responsible for any bills at the incorrect address and these charges have been adjusted.  Currently, the customer has a balance of $160.00, which is the standard deposit for new service at a water/sewer account. 

• Initial Complaint

  04/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear, Clayton County Water Authority. I am requesting all funds that was paid toward my account that was not accurate or over charged. After months of stressing, being without running water, having to go back and forth with the company about inadequate and unwarranted payments. I have submitted and disputed your claims that I had a water leak throughout the entire issue. I have provided proof from Master plumbers that works for the **************** and even signed up for EyeOnWater and during that time the system as well was saying no leaks found. I wanted to wait a couple of months after the 1st bill was back to normal to see what was happening. Now what is being reported is a normal bill for me without any repairs. Please assist me in refunding , the outstanding amount paid, of overcharging, water disconnection ,reconnection, 1 day fee for same day connection, as well as late fees associated with all the other reason. Thank You

  Business response

  04/14/2023

  Good afternoon,

  Unfortunately we are unable to approve the refund request for **************. Clayton County Water Authority's bills are based on the amount of consumption that flows through the meter.  A supervisor visited the property at ********************** and verified that meter readings were accurate. We also replaced ************** meter with a meter that captures readings in real time. We received the dispute via email and she received a response on 04/14/2023.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My water bill shot you from 100 and something to 500 there was no leaks in the house paid 600 for a leak detection company found no leaks in the yard or in the house. Call the water company and was told its nothing they can do. It a faulty meter and they will not replace it. This has to stop how do we get help or justice for this.

  Business response

  03/31/2023

  I've reached out to the customer in hopes to resolve the issue and she has yet to reply

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday December 24 - Wednesday December 28 of 2022. I made several phone calls to Clayton water **mpany to advise we had not water in our home (after my husband checked around the home to be sure not water leaks) only to be told there were several damaged lines in the area that need repairs. I was told my acct was being documented and I will receive credit for the loss of water service. I ask should I call every day I am out and the agent (******* Dec 26, 2022 approximately 8:30 / ****** Dec 28, 2022 approximately 9:30am) advised me no need as they can see when there is no water going to the home. I now received a full bill with NO adjustment for water loss. I **ntacted Clayton water ** via the online **ntact us. I received a call from a young lady stating no credits will be applied unless there was a leak at my residence and I had to pay to have it repaired. I advised I had no leaks at my home and I had no water due to the fact lines were damaged in my area and I saw not one clayton county water authority employee working in my area. And if the water **mpany can see the water usage **ming into my home (as I was advised by one of the agents) I am sure they can see I had no water for 4 days. Also, their customer service stinks. All the agents are so rude and talks over the customer. I also requested to speak with a supervisor and the lady transferred me to a voicemail. Just rude ( I do have the names of all the agents I spoke with also)

  Business response

  01/26/2023

  The customer service manager called ********************* and apologized for her recent customer service experience. The manager also explained why the water outage occurred and answered questions regarding the adjustment of her bill. ********************* was satisfied with the outcome.

• Initial Complaint

  08/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  my bill with clayton county water has gone up several hundreds of dollars within the past two months and no one lives at ,my home. this happend last month and i paid the bill after the company said they sent someone to check the meter and it was right. this month my bill has went up 500 dollars and still No One Is present at the home to even run up that much water. i told a representative that this price hike didnt start until my neighbor moved in next door and there has to be a problem. my next step is to file suit if this doesnt get resolved and i have proof no or one has been in the home to use this water and there are no leakes in the home. i hope this gets resolved or clayton county will be paying me a lot of money

  Business response

  08/29/2022

  Good morning,

   

  Please forgive me for this late reply. The complaint was handled internally with our customer on 8/15. She was advised to search for leaks at her property which lead to the discovery of a leaking main water line. Property owner made repairs on 8/23, CCWA is working on an adjustment currently. 

   

  Thank you

  ************************************;

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is has incorrect meters that are causing problems and they havent fixed the issue.

  Business response

  03/16/2022

  Clayton County Water Authority strives to maintain excellent customer service and satisfaction.  A vital part of that goal focuses on open lines of communication with our customer base.  After reviewing ******************** account it was discovered that we have visited the location several times with February 11th being the most recent visit.  Our team did not find any leaks or water loss at the meter located at ***********************************; If **************** doesn't agree with our findings we will be happy to perform a meter accuracy test on the meter in which the customer would need to be present.  If the meter passes the accuracy test the customer will be billed $125.00.  If the test fails CCWA will make the necessary adjustments to the account.  Please contact us at ************ if you wish to move forward with the meter accuracy test.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  River in front of house called in 4 months ago nothing has been done and now the curb and street has a dip from the saturation! Please help me resolve this issue with Clayton county water authority...

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have made on time payments for 12 straight months. Someone comes to my house today and shuts the water off. This inconvenience was unacceptable and after calling and nothing could be done, I am completely furious once the representative then expressed to me, ' Well then how will you receive water" My daughter was unable to take a shower before school. I myself missed important work meetings and when I contacted the company they clearly let me know that if I disconnect the service then How else Will I receive water. A company should not be in that much level of power because they feel as if customers do not have any other sources of ways to receive water since they apparently seem to be the only company in Clayton County that is allowed to give water to homes. I would disconnect my service IMMEDIATELY for this kind of treatment if they were not the only water source in my area. All Bills Paid ON TIME.

  Business response

  02/16/2022

  A supervisor contacted this customer and this issue was resolved. 

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/07/2021 no money the **** replace pipes on my land at ******************************* and left my yard a mess when it rains a little it looks like a lake before **** replace the pipes I had a beautiful yard the ccwa came out a couple times but has done nothing to fix my yards thanks ************* ********** **********************

  Business response

  01/07/2022

  CCWA inspected and replaced a pipe that caused a sinkhole in the customer's yard.  We received an acknowledgement from the resident to perform the work and explained what need to be done.  Upon completion of the work, the yard was graded, seeded and mulched. ************* called to complain that there were additional sinkholes in her yard.  It appeared that someone at the residence raked up all the mulch/hay that was placed to provide protection of the seed that was placed until it germinated.  *********************, the stormwater manager, visited the site and determined their are no issues with the work performed by CCWA.

  ***************************

  Customer Service Manager

• Initial Complaint

  01/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cant seem to get anyone one the phone. On Nov.18 a note was left on my door alerting me to a leak. After a few days the leak was located but has yet to be repaired. Due to the leak my **** went from $40-$50 to over $600 for one month of service. Because the same thing happened around the same time last year I was already aware that my **** would not be adjusted until repairs are made and receipts are forwarded to the water authority. I have been calling multiple times a day since Dec.13 to try to make payment arrangements for this **** since my landlord has not been able to fix the issue as of yet. But no one answers the phone. Every time I call no matter the time of day the phone are experiencing technical issues. And everyday I worry about our water being disconnected. I know they will disconnect service for $10 but I cant seem to get any assistance from a utility company which I find negligent. Especially since the programs that help with utilities are swamped at this time. I just wanted to work out a payment arrangement for yet another extremely large water **** around Christmas. But for some reason I cant get through to speak to anyone.

  Business response

  01/04/2022

  After reviewing the account the customer set up a payment extension online.  We reached out to the customer and she stated she needed additional time. The adjustment process was explained to the customer and she was advised to submit repair receipts. Also the issue with our phone system has now been resolved.

  ***************************

  CSM

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