Utility Water Company
Greater Cincinnati Water WorksThis business is NOT BBB Accredited.
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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 ComplaintThe 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.
Initial Complaint
Date:04/03/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- 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 IssuesStatus:AnsweredMore info
Complaint statuses
- 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 IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
Please disregard my previous remarks sent to you earlier today. This matter is now resolved. Thanks for your help.sor 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.Initial Complaint
Date:05/20/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- 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 IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
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,
******** ******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.Initial Complaint
Date:01/30/2024
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
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,
*** *******
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.Initial Complaint
Date:01/11/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
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: 01/17/2024
The leak was determined to be on the homeowner's portion of the service line.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 IssuesStatus:AnsweredMore info
Complaint statuses
- 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 IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
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,
******** ********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.Initial Complaint
Date:11/28/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
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,
******* ******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.
Greater Cincinnati Water Works is NOT a BBB Accredited Business.
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