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Business Profile

Utility Water Company

Greater Cincinnati Water Works

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Water Company.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/03/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received a bill for $1,244.85 service usage between January - February 2025. This bill reflects usage of 120 CCF, which is equivalent to 89,760 gallons of water having been used within the one month billing cycle. I contacted the company and was informed "this was due to a leak." I have confirmed with a plumber that there is not a leak; however, the water company refuses to send a technician to my home to determine if the meter is malfunctioning resulting in the extremely high bill. Also, of note, I have lived at this property (a small second story condo) for nearly 4 years and my water bill has never exceeded $120 (see photo attached).

    Business Response

    Date: 04/14/2025

    The meter
    functioned properly before 1/27/2025 and is functioning properly now,
    indicating the meter was not the reason for the increased usage. The customers plumber came out after the high usage had stopped and we believe that the excessive usage was due to a leaking toilet. Additionally,
    our meters are mechanical and do not speed up to record more water than was
    used. They may in fact slow down and record less water than was used, due to
    degradation of efficiency.  

  • Initial Complaint

    Date:01/18/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 2 separate occasions beginning 12/27/2024, GCWW charged me 30 for returned check fee.
    First time was my December bill, on or around 12/27/24. The reason they gave is No Account/ unable to locate account or payment returned by bank. I made the payment again adding their fee and they did it again. I have spoken to US bank and no attempt was made to charge my account , no numbers have changed, and I read them my account number. This is a mistake on Water Works end but they refuse to investigate or credit my account. I am requesting my 60 refunded.

    Business Response

    Date: 01/29/2025

    GCWW received an e-check payment from the customer on
    12/30/2024, which was returned with the status “no account/account closed.”
     After review of the account and information
    from the customer, it seems the customer likely entered in the checking account
    number incorrectly. This would explain why the customer’s bank has
    indicated they see no attempt of GCWW withdrawing payment. However, the account
    numbers cannot be viewed by our team to protect the customer, except the last
    four digits. Therefore, GCWW cannot verify which part of the checking account
    number the customer may have entered incorrectly.

    Subsequently, the customer made a second payment on
    1/10/2025 using a different checking account number, as the last four digits
    were different. This payment was also returned with the status “no
    account/account closed.” It seems this account may have been entered
    incorrectly as well. Since this second payment was returned, the customer was
    assessed another $30 returned check charge.

    As a courtesy, GCWW will waive the first returned check
    charge of $30 as the customer has not had a previous returned check charge in
    the past year. 

  • Initial Complaint

    Date:08/06/2024

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I’m disabled and my husband who took care of finances ran away. I don’t process well and it has been a difficult transition. The first or second week of July he said he paid the $10 and change balance on our bill. I closed the joint account a week or so later. When changing passwords and things at GCWW my bill was zero. The first of August I got my bill. The 3rd of August I got a letter threatening to shut off my water if I didn’t pay $40. My $10 balance (which had been paid) and a $30 fee for insufficient funds. I called customer service to get the fee waived. They refused. Basically the auto pay tried to get funds from my account even though there was a zero balance and because they couldn’t take the $10 again when they wanted because the account was closed they charged me $30 on top of trying to steal another $10. $30 for most people is not a huge deal. I have no income so for me that’s a week of groceries. I did request to talk to the supervisor of the initial super visor who said no but of course they haven’t called. Being a monopoly and stealing money must be nice.

    Business Response

    Date: 08/12/2024

    We’re sorry that this customer
    is experiencing difficulties.  Unfortunately, we are unable remove the $30
    charge because is it originates from the payment processor/financial
    institution due to insufficient funds in the customer's account. We encourage
    the customer to use the Customer Portal to unenroll in autopay to avoid this
    situation in the future.  Alternatively, she may call ************ and we
    can assist with unenrolling.

    Customer Answer

    Date: 08/12/2024

    Please disregard my previous remarks sent to you earlier today. This matter is now resolved. Thanks for your help.

  • Initial Complaint

    Date:05/20/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Did not in form me of a 1.90 fee.

    Business Response

    Date: 05/21/2024

    We had an email discussion with the constituent to notify them that they were not charged the $1.90 transaction fee and discussed payment options on when this fee would apply.

  • Initial Complaint

    Date:05/01/2024

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On April 29, 2024 I logged into my Greater Cincinnati Water Works account to pay the bill amount owed $52.23. I followed all the steps precisely, as I have done this for several years. Since I was interrupted, I did not authorize the final "Submit payment." Therefore, the GCWW online billing returned to the original starting place and I followed all of the payment steps again. They said I still owed $52.23. This time, I submitted payment. My email then showed I paid twice: Confirmation # *********** for $52.23 and Confirmation # *********** for $52.23. On 4/29/24 I first contacted GCWW via their email notification of their error. Then I phoned GCWW on 4/29/24 & left a message. No one from GCWW ever responded by email. Nor did anyone call me back. Today, 5/1/24, they charged my bank account for 2 payments. Their payment system never validated that I paid the bill. But they sure took money that didn't belong to them. To date, no one has ever contacted me.

    Business Response

    Date: 05/01/2024

    We spoke with the customer and apologized for her inconvenience. A refund for her credit balance will be issued. 

    Customer Answer

    Date: 05/02/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



    Regards,



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

  • Initial Complaint

    Date:01/30/2024

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Greater Cincinnati Water Works (GCWW) changed their payment methods. After following the prompts twice and changing my account to their exact criteria, they are still returning payments and charging $30 for the returned fee. I’ve done this twice and called my bank to insure no interference.

    Additionally you can’t reach anyone about the issue and it’s clearly happening to many people at a time when people don’t have money! This is a scam and they know people have jobs that can’t afford them an hour to sit on the phone waiting for customer service.

    Not only did I change payments but I got the notification that it was processed correctly both times. This is bullying and it’s criminal.

    Business Response

    Date: 01/30/2024

    We spoke with *** *******, we believe that a wrong account number was entered when he was switching his payment from credit card to his bank account. As a courtesy we are issuing a credit for the returned check charges. 

    Customer Answer

    Date: 01/30/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.


    Resolved!



    Regards,



    *** *******



  • Initial Complaint

    Date:01/11/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Failure to address the leakage in the water meter----I have called numerous of times and water works has failed to have a supervisor come out and address

    Business Response

    Date: 01/17/2024

    The leak was determined to be on the homeowner's portion of the service line.  

    Customer Answer

    Date: 05/02/2025

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.


    Please see attached consumer response complaints




    Regards,



    **** ******

    Business Response

    Date: 05/06/2025

    The leak was determined to be on the homeowner's portion of the service line. According to *** ******, "Maintenance of Service Branch by Property
    Owner": property owner is responsible for maintaining "in proper
    condition" the portion of a water branch from the valve "into the
    premises served" if the valve is not beneath the curb or street paving. If the valve is beneath the curb or street paving, property
    owner's maintenance responsibility begins at the point beyond the curb or edge
    of the street paving.
    If there is a retaining wall on the property that was installed by
    a public entity as part of highway improvement, then the property owner's
    responsibility for maintenance begins at a point on the private side of this
    retaining wall.
    GCWW's responsibility is for the portion of the line from the main
    to the valve, or to the private side of the above-mentioned retaining wall. *** ******.

    Customer Answer

    Date: 05/27/2025

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.





    I am seeking a simple call back as a customer! I hope they believe in calling customers back!
    *** ******





    Regards,



    **** ******

    Business Response

    Date: 05/28/2025

    A supervisor spoke with the constituent on 5/27/2025. They discussed his concerns, and he was provided a direct phone number to reach out to with any further questions or concerns.

    Customer Answer

    Date: 05/28/2025

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



    Regards,



    **** ******

  • Initial Complaint

    Date:12/08/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Your sewage department's negligence has destroyed my foundation or any chance of selling my house. I can't believe you're still asking us to pay a bill. I haven't had a furnace for 3 winters now because every time I buy a new one, my basement fills up with sewage again.

    Business Response

    Date: 12/11/2023

    We have reviewed the complaint, and this is not a Greater Cincinnati Water Works issue.  I believe they should reach out to the Metropolitan Sewer District. 

  • Initial Complaint

    Date:06/21/2023

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Water Works had a similar issue with my account last year. I had the right card and auto pay selected. The rep that contacted me told me to do it on a PC because the App may have issues. Must be the same again. And just like before, I haven't had any issues with billing elsewhere and I take pride in my credit and pay history.

    I want the additional.fees on my current bill.removed.

    Business Response

    Date: 06/27/2023

    We spoke with *** ******** on 6/21/2023. He shared the
    information provided to him about increased charges from a GCWW representative
    early this month, which was inaccurate. From the call he understood that fees were added to
    the account because of the scenario he shared. We confirmed with him that no
    fees have been added to the account or billed. The reason why charges were
    increased was because the days of service were 28 for the last billing cycle
    and 33 for this billing cycle, and usage had also increased from the last
    billing cycle. *** ******** understood this explanation. We confirmed with *** ******** that we will review his previous call to understand what was shared
    with him by the GCWW representative. 

    Customer Answer

    Date: 06/27/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



    Regards,



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

  • Initial Complaint

    Date:11/28/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We have been without running water for 4 days now. They have not attempted to fix the issue because it was a holiday weekend. This is unacceptable I’m sure their families are not without water and not breathing in sewage for 4 days. We would like a credit to our bill we should not have to pay for something we can’t use because they don’t want to work on a holiday.

    Business Response

    Date: 11/28/2022

    Greater Cincinnati Water Works identified the problem as a break in a private water line owned by ************ and notified the property management.

    Customer Answer

    Date: 12/02/2022

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



    Regards,



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

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