ComplaintsforSanitation District No. 1

• Initial Complaint

  12/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This Company is the awful company they are a scam and they used their power to target individuals with their high bills and they even can’t explain why the bill is so high… I live in a townhouse my water bill comes every 3 months the bill is $102 to 105 which means it’s a $31 a month… but SD1 are Charging me $54 per month They are not even able to tell you why your bill is high telling me I may have water leak.. I brought a plumber we couldn’t find any leaks call the water company… They said they have nothing to do with SD1 … but SD1 still Charge me the same amount every month.. and they said it will be the same bill until July next year And there is nothing you can do about.. Use of power..Embarrassing

  Business response

  12/06/2023

  Your Sanitation District No. 1 (SD1) bill is based on your water consumption at the property. SD1 receives water meter readings directly from your water district, as measured by your water meter. SD1 bills our residential customers based on their winter water consumption, referred to as your Winter Usage Factor. Using your winter usage allows SD1 to avoid billing customers for water they may use outdoors during typical spring and summer activities, such as washing a car or watering landscape. Your Winter Usage Factor is set for a twelve-month period, resetting annually based on the previous winter water usage.

  In reviewing your water usage history over the past year, you have consistently used 5 hundred cubic feet (HCF) of water a month; this matches your current Winter Usage Factor billed by SD1. For reference, this is also the average residential usage per month across our service area including portions of Boone, Kenton, and Campbell Counties.

  Your SD1 monthly sanitary sewer bill is currently $50.54. Your SD1 bill may be higher dollar amount wise than your water bill, as the cost to clean and treat wastewater is significantly higher than the cost to purify and treat the water coming into your home. Some reasons for the higher costs include the cost of conveyance, the complexity of treatment and the level of regulation. To learn more about these costs please visit our website at SD1.org or click this link for a brief article explaining the unique challenges that come along with collecting, transporting and treating millions of gallons of wastewater every day.

  If you would like to discuss your SD1 bill in greater detail, please contact our office at ************.

  Best regards,
  SD1 Customer Care 

  Customer response

  12/07/2023

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

• Initial Complaint

  05/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  on may 1 2023 i paid my sanitation bill on line for 45.91. On 5/16/2023 i got a letter in the mail saying my banking information was wrong and couldn't be processed. I was charged 25.00 fee for returned item. In the letter was missing copies of the banking information i punched in sanitation district web site. The copy i have after i paid this bill online says that all my banking information is correct. I would like copies of what was punched on.

  Business response

  05/26/2023

  *** ********, 

  SD1 uses a secure payment processor, *********, for all online payments. Through our secure payment portal, SD1 employees only have access to the last four digits of payment information, again to help keep your financial information secure. 

  Once our customers enter in their routing and banking account number, customers are prompted to verify the information, and then that information is routed to the customer's bank (no one at SD1 or ********* rekeys any payment information), the customer's bank is then the entity that approves or denies the payment as presented. In this case, your bank did not honor the payment requested and rather returned it indicating a reason of, No Account/Unable to Locate. 

  In previous instances, we have found that a customer may have used their savings routing number with their checking account number (savings accounts and checking accounts typically have different routing numbers within banking organizations) or may have transposed a number, skipped a leading zero, or other similar circumstances. 

  If you would like to discuss your payment or account in greater detail, please contact our office at ###-###-####. Unfortunately, SD1 is not able to share sensitive customer account detail or balances via these public communications. 

  Best regards,

  SD1 Customer Care

  Customer response

  05/26/2023

  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.
  
  Regards,
  
  ******* ********
  

  Customer response

  05/26/2023

  They can't prove the banking information is wrong as was said in the letter i have, i have asked and it sounds like they can't get that information.  The copy of the email has all the correct banking information as i get a copy of my payment.  Sounds like the system they used could have had a problem.

  I can also prove i had more than enough money in the account on my end.  Not sure if can send a copy on here.

  So i would like my $25.00 returned to me

   

  Thank you

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

   

  Business response

  05/26/2023

  *** ********, 

  We have reached out to ********* to research this return further. They have coordinated with your banking institution and confirmed that you transposed two of the first three digits of your checking account number, which is why your institution rejected your payment. 

  If you would like additional information I would encourage you to contact us directly, as again we cannot include sensitive or personal account information via public comments such as these. 

  Best regards,

  SD1 Customer Care

  Customer response

  06/05/2023

  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,
  
  ******* ********
  

*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. ↩