ComplaintsforCity of Charlotte

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have tried to cancel my membership 3 times with Crunch. I was moving out of state so attempted to first cancel in person and was told I had to send a certified letter which I did twice. Both letters had valid signatures and both times I was told my the person on the phone that they were either not received or had a letter but the cancellation note was not uploaded into their system. What's the point of sending something certified if you still won't cancel even though there is proof that the cancellation letter was sent and received by your business? Now after the 3rd time, I'm promised that it will be canceled (even though they say the cancellation letter wasn't uploaded). This after they charge me for another month and the yearly membership fee. You should be able to cancel a membership as easily as it was to start a membership. They purposely make cancellations difficult so they can continue to blindly collect money from you.

  Business response

  04/24/2024

  This complaint is not related to the City of Charlotte and any service provided by the City.

  Customer response

  04/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me as the complaint was file under the wrong entity.
  
  Thank you. 
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On or about 2/18/24 I received a water bill in the amount of $59.07 from the Charlotte **************** ("CWD"). The bill was due on 3/10/24. On 3/4/24 a check was mailed to CWD and was subsequently deposited by them on 3/11/24 in account # ending in 5813 (see cancelled check attached). On March 26th I received a new bill in the amount of $121.16 which included $59.07 from the previous bill plus $0.88 for late fees. I spoke to ********* from CWD on 3/26/24 who stated that they have no record of receiving payment. After I pressed the issue, she stated that the ****************** would look into this and contact me within 7 business days. Today, I contacted CWD again to inquire about this and once again they have refused to acknowledge that they received the check which they cashed and continue to assess me late fees. In addition, the ************ has not contacted me to date.As can be seen from the cancelled check, the payment was mailed well before the due date and was deposited by CWD on the due date. I should not have to waste my time trying to convince them that I have paid my bill and that I should not be charged late fees. They need to correct my bill immediately, remove any and all late fees and charges, and fix billing issue which seem to crop up constantly.

  Business response

  04/18/2024

  The payment was located and applied to the account on 3/26/24.

  Customer response

  04/18/2024

   
  I am rejecting this response because:
  

  Charlotte Water is still charging me a late fee on a check they deposited in their account on 3/11/24 which was sent well before the due date. They then "lost" the deposited check only to find it on 3/26/24. 

  I should NOT have to pay the late fee they are charging my account due to this. They need to make the proper adjustment to my account which they are refusing to do.

  
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been experiencing a whole-house sewer backup since Saturday, 3/2/ 2024. It has been four days, and I still do not have a resolution from the City of Charlotte Water Department.3/2: I contacted the City of Charlotte Water on 3/2, and the individuals dispatched could not locate a clean-out. They told me to contact a plumber to have the plumber locate the city cleanout. 3/3:On March 3rd, I had a plumber come out to my property to clear the sewer line and locate the city cleanout. The plumber was surprised when the city suggested that he should locate the city cleanout since the city had maps and responsibilities for its placement. The plumber told me that my sewer line ran to the back of my property toward *************** Rad. He then attempted to clear the sewer line on my property but was unsuccessful. He explained that since it was the entire house, there must be a blockage at the main, and instructed me to again contact City Water.On the same day, I contacted City Water, and a different crew was dispatched. This crew also told me that they did not know where the city cleanout was for my property. They checked the map and stated that it looked like I did not have city sewer service. They told me to hire a plumber to video where my sewer lines are located because they could not see it on the map.3/4: I received a phone call from manager **** calling from ************. I explained what as occurring and he told me that he would forward my info over to a supervisor in Zone 3 to have someone to determine where my cleanout is located. **** later advised me that the supervisor would be sending out a crew to locate where my city cleanout was buried 3/5: I called 311 and was told by a female representative that I need to speak with someone in new service, as that is the only way to have the city come out and locate where the city clean out is for my property.The details above summarize the events over the past few days. I am still without service.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On November 08, 2022, the City of Charlotte was dispatched out to community Springhurst at Hickory Grove. They arrive late evening hours around 4pm . Upon arrival, they approach the defective area with heavy metal equipment and began digging. ****** afterwards s crew member knocked on the door indicating a plumber would be coming out to the home tonight or early November 09, 2022. A call came in and a person came to phone at 11:00 pm. He was there to check the water pressure. When he flushed the downstairs bathroom an overflow occurred. He informed me that I needed a new water meter. Next, another person from the City was sent out and he stated I didnt need a new meter. Shortly after this all my problems started ! The bathroom water levels were to high and rising abnormally. Then you could hear bad bubbling noises coming from the commode. Then the worst part happened to my home ! Contaminated, dark black muddy water with f**** entered my clean space inside my home. The stinch was unbearable to smell that lingered throughout the bathroom and hallway. A complaint was filed and **************************************** sent ******************** to the premises. Upon his arrival his assessment revealed that the laminate flooring had to be removed due to water damage. He sprayed the baseboards with an anti microbial agent. On November 09, 2022 one plumber came out and stated It appeared to be something hard lodged into the commode. His measures failed after two visits. The next day, another plumber arrived and rain my water for too long as he accessed the clean outs to the outside of the home . What ever they did the problem helped. There was not nothing nobodiy indicated to be abPout the findings. Many emails / complaints have all been denied! The City left at 10 pm on Nov.08, 2022 at they prepared the leak that Ansco caused in the first place . Pics will be sent with this complaint. and a estimate from a contractor to remove the flooring. Still denied and no solution made to my home

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My water meter was removed on 11/6 without my knowledge or any letters from the city of Charlotte I was home and was not aware that the water was no on until my sister went to take a shower at four I called 311 was told that the meter was taken years ago this morning when I called I was told that it was taken yesterday why who authorized it without the customer knowing about it I have been without water for two days now no one came to the door to let me know what was going on to just take water meter with letters residence know what is going on.

  Business response

  11/14/2023

  ************* has been restored.

  Customer response

  11/14/2023

   
  I am rejecting this response because:
  Water is no at my address as of 4:20 Tuesday I was told by ***** that the tail pipe of the yoke is outside of the meter box they took the meter on last Monday why the meter will not fit back on yesterday 

   

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A leak was coming from street we called Charlotte Water to come inspect and repair. Took 3 calls and 3 weeks only to be told a work order was never issued. During this time high water bill. Finally got them to send someone and they said it was not coming from their side and to call a plumber. Called a plumber, they came and showed us it was coming from the city side/ Street. Called Charlotte water back took another 2 calls and in meantime water ******************* outrageous! Finally got someone out there showed them the paperwork from our plumber showing **** was coming from street. Took 2 weeks to get anyone to fix it again high water bill. Finally came with a bulldozer dug up and repaired. We called to get past 3 months of their leak they charged us over for and they told us our account would be credited after we paid bill. Another bill comes we call to get credit for the months their leak caused high bill they again said pay the bill and next bill you will see a credit. Next bill no credit called after hour conversation and on hold waiting for manager they hung up on us. Called back and they said they have no record of them doing the repairs no record of the bulldozer they called in and they hung up on us again when we asked to be put thru to management. This is ridiculous and unprofessional!

  Business response

  11/06/2023

  A supervisor processed the appropriate leak adjustment and reached out to the customer.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 11/21/2021, I went into a payment arrangement of $221.56. I was making payments towards the arrangement. By 6/20/2022, I had a balance of $179.53. On 7/20/2022, I made a payment of $290.00 (remaining of the payment arrangement + balance of $109.47). My ending balances were in the (-) each month (except for 6/21/2023 - $67.86. I was making payments of $70 and $80 each month, until 5/2023. My balance was ******. City of Charlotte or Charlotte Water sent me a disconnect notice for $168.74. I called CharlotteWater, and asked for an explanation of the notice, as my payment history DID NOT show this balance. I spoke with ********, and after not getting an answer, I asked for a supervisor. The supervisor, *****, went over the payment history with me (I had a copy on my chromebook). She escalated my situation, due to finding that after paying the payment arrangement and monthly payments, I should not have had a balance of $248,00. As a result of this dispute, my water was disconnected. I made a payment of $247.48 on 6/22/2023. I was informed that my water would be turned back on sometime today. I saw a CharlotteWater truck down the street from my home. I assumed that he would head my way and turn the water back on. He did not show up, and my water is still disconnected.

  Business response

  07/13/2023

  The bill has been corrected and any late fees removed. A customer service representative left a voicemail with the outcome.

  Customer response

  07/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. In the future, I would like my bill to show what I paid and what I owe.  The current way the bill is set up is very confusing!
  
  Thank you. 
  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Every time I call Charlotte Water I receive HORRIBLE customer service, I have to make NUMEROUS phone calls to fix issues, everything has be harder than what it really needs to be, and there is zero professionalism, I need an account manager or someone we can contact to make changes to existing accounts, unless they revamp their entire system and people can start providing good customer service.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Around Valentine's *** 2/14/2023 I discovered a leak at my home on **** *********. Charlotte ** *****. I contacted a plumber right away and ask him to come out and make the necessary repairs. Don't Plumbing came out on 2/15/2023 and made the repairs. We have not lived in the home because we were preparing to remodel it. Due to the cold Christmas period, we did not go to the home as often to do work. Shortly after I received my bill from the City of Charlotte water department for $341.20. At this time, I contacted the water department to ask what could be done about it. They suggested I file an appeal. I proceeded to do just that the way I was told and mailed it to the location I was given. I verified that I had the correct information and sent the appeal by hard copy mail. After a few weeks I had not heard from them via email, phone call text or written letter. Most businesses send some response to such a letter. I called them and they denied having ever received this letter and suggested I resend the letter. I doubted they had not received the letter, but I went through the entire process again along with checking the address. I had everything that was needed for the appeal, so I mailed it again. After waiting approximately 2 weeks I contacted them a gain and they denied having received this appeal. They told me to be sure they received it I should email it to them. Since I do not have a working scanner, this was more difficult, but I got it done. When I submitted the appeal via email there was no reply saying they had received it, but it did not bounce back so I know it was received. After 3 appeals I never heard from them via email, phone call, text or letter. Most businesses show you the courtesy of a response. Yesterday early on Monday I received a call from a collection agency telling me I they were a debt collector. I was very upset. They reduced my bill because they got my appeal but were not even kind enough to let me know. Sadly Abuse of *****************

  Business response

  05/12/2023

  Charlotte Water called ***************************** on 5/12/2023 to discuss the customer's concerns and record the customer's feedback. 

  Customer response

  05/12/2023

   
  I am rejecting this response because: 
  The person who called me was polite. She said someone called me on 4/19/2023 regarding the response from the water department. Whoever this person was I never received the call and no message was left. I ask the person I spoke with today if they do not normally follow up with a letter or something to let the folks know their bill has been adjusted or rejected. She said no and my bill was due on the original due date. She said I should have called to check. I did call to check and each time I was told they did not receive my request for a discount toward the bill. I am sure this was not true since I sent this request 3 times two by **** and one by email. They never were willing to be honest with me about what they received. The City holds all the cards and does not feel the need to treat the citizens right. They don't operate like a business but instead a government bureaucratic organization with no accountability to anyone. They are a monopoly of the worst sort, and they use it to the fullest extent by overcharging everyone with no regard for the consequences of their actions. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  City of Charlotte ******* ***************** ending for 3/3/23 on rental property. They terminated service as of 2/3/23 instead. Sent someone to turn back on 2/5 but said they already cancelled my account and if I don't call first thing on 2/6 to restart it, they would send someone out to turn my water off again. Called and "restarted" services but they said they would charge me $25 start fee to which I said no & I was told to cancel recurring payments because they would probably charge me the fee anyways. They were to review my cancellation call and mgr would get back- no call ever came. Over these 2 days, I spent 3 hours on the phone with them. Called 3/1 to schedule proper shut off for 3/3 and ask what happened to mgr call - no one ever reviewed it so I spent another hour on the phone for them to admit they made a mistake and waive the $25 fee. but then the amount they are telling me my bill was is higher than what it was previously and their reasoning was "thats a fee that we don't know how to waive" so I asked if I was going to get charged this fee again on my final bill for the same service period and they said yes. I explained that that's wrong and you can't double charge me, regardless of the amount it is and ****** (the supervisor that I finally spoke to) said she understands but they don't know how to waive it so it is what it is. I asked for them to put a different type of credit/concession on my account to make up for the duplicate charge and she said no. I asked to be escalated and she said no because she talked to the "appropriate" teams already. I asked her to escalate again and she said no. How is this right or fair? We obviously have no choice but to use Charlotte water yet we are held captive to their primitive systems and processes?? So I'm either supposed to eat the duplicate fee or have an outstanding bill out there that only hurts me in long run. REGARDLESS OF AMOUNT, YOU CANNOT DOUBLE CHARGE PEOPLE.

  Business response

  03/13/2023

  Emailed customer to discuss billing account.

  Customer response

  03/14/2023

   
  I am rejecting this response because:
  All they said was its not true / I wasnt being double charged when that is the opposite of what I was told over the phone or what reflects on the bill.

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