ComplaintsforDepartment of Public Utilities
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Complaint Details
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Initial Complaint
07/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been around the ringer with the Department of public utilities. I have (almost) talked to every single person in customer service, as well as the service providers who have come out to my house multiple times. I am being charged higher rates and have done everything they have asked me to do, but still being charged more and more. My home is a duplex (2 homes together, but separate mortgages) and was originally on ONE water line/meter. When the owners sold both of the duplexes, the lines/meters were separated (so they say). But I was told I was getting charged for double of everything (sewer fixed charge, water fixed charge, trash fixed charge) - given the original owners paid together. According to multiple customer service representatives, I was advised to NOT pay my bill until the owner of the other duplex received a bill. After doing some digging, it seems the duplex owner has not received a bill since moving in LAST SEPTEMBER. I halted paying my bill per their recommendation. Upon receiving many many bills, I started to get worried and then called the supervisor. She reassured me that my neighbor is receiving bills and she's not sure why her workers would tell me not to pay my bill. I told her to go over the recorded phone calls and get back to me - that was months ago and I've received no update. She also informed me that when I switch to a smaller meter, my fixed charges will get cut in half. I talked to the back of house workers who told me that is NOT the case and the size of meter does not matter. Anyways, I went ahead and changed it to a smaller meter at the request of the supervisor but against the request of the back of house workers. Well, what do you know... Two months later, AND I'M STILL GETTING CHARGED THE SAME AMOUNT. I am so over talking to these people. None of them are trustworthy and I'm at the end of my rope. These people have every recorded phone call I've ever had with them and I wish they would do something with it.Business response
07/17/2024
I reached out and called MacKenzie today and we spoke on the phone. I listened to her concerns, addressed them individually, and reviewed her account in detail with her. I provided my direct contact information for future reference and let her know that she can call me direct any time with any future questions or concerns. Thank you.Initial Complaint
11/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
ESTIMATED WATER BILLS - 6 MONTHSBusiness response
12/07/2023
To whom it may concern,
On behalf of the Department of Public Utilities I looked into the account concerns of estimated billing and I certainly empathize with any frustrations of not receiving actual meter readings. While we are in the process of changing out every meter in our distribution system to the advanced technology of AMI meters, the utility may, from time to time estimate meter readings. Customers always have the option upon reading a bill and seeing that the meter was estimated to call in or email customer service with a customer-provided reading. The account history does not reflect that this customer has done that anytime when receiving an estimated bill.
While not ideal, I understand, an estimated reading is not an incorrect reading, it is estimated based on prior usage history. If the customer would like a bill explanation, or needs assistance with payment plans, feel free to encourage the customer to call Customer Service anytime Monday through Friday from 7am to 5:30pm for assistance.If preferred, the customer may also reach out to my office directly at ************ to speak with me further.
The City of Toledo and Department of Public Utilities is making great strides to enhance technology and improve our service delivery. Please visit our website at toledo.oh.gov to learn more.
If I may be of any further assistance with this account and customer concern, please reach out to me at ****************************. Thank you.
Sincerely,
***** *****
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.