ComplaintsforCalvey Creek Sewer District of Franklin County

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We own a house in ***********. We arent living there and live a few towns over. The sewer district decided to quit sending bills out as a new company policy. They have hours 7:30-11:30 or 11:15 depending who you get to talk to at the office. They are charging me a disconnect fee higher than what the water company normally charges, water company is who turns off the water/sewer. Theyre also charging a lien fee and several late fees. Mind you weve tried calling several times and left messages they rarely answer and they wont call back. 8/10/24 I receive a letter informing Me of the late fees. The lien fee and disconnect fee. We sent an email on 8/11 about this ordeal and then called 8/12/24 we got through to be told they wouldnt talk to us on the phone and would prefer to email. They emailed back and said I must pay the full amount of ****** the actual past due is only ******. They are charging an excessive amount of fees and I believe they do this on purpose to collect more revenue. $319.22 in fees!!! They make it hard to pay them, they rarely answer the phone and the one lady that sometimes answers wont take payment! Theyre only open 2 1/2 -3 hours a day and dont have a way to pay the bill online. All of this is by design to keep collecting late fees.I have no issue paying the past due of ****** and even the $15 late fee but I disagree with the rest of the charges! I have no problem paying the bill but they have to answer the phone and accept payment. Today they wouldnt even do that and elected to have an email conversation instead. I cant pay over email so that makes no sense and isnt productive. Ill likely have to pay the bill in full to get services restored so Id like a refund on the drastic overpayment they are requiring me to pay to have services restored.

  Business response

  08/19/2024

  Please see attachment for business response.

  Customer response

  08/19/2024

  Complaint: 22132788
  
  I have reviewed the business' response and am rejecting it because: several reasons theyre inherently dishonest about everything they said in their response. Their hours used to be eight to noon and then it went to 8 to 1130 now its change again to 11:15 AM. They are hardly there and when they are they dont answer the phones 90% of the time. When they do answer their phones they usually say they cannot take a payment at this time because that person is unavailable and to call back the next day. If you call back they dont answer in many cases. If you leave a message they wont call you back. They do seem to respond to email recently but wont take payment that way. We did get through to them last week and paid the entire amount and they still havent ran the card to collect payment. This is the game they play to collect fees etc. when there grinder pump fails they make the homeowner pay it they dont answer the phones so they can collect the late fee money. They are just out to s**** people plain and simple!! Ive  paid the bill they havent ran the card or turned my sewer back on. I gave them my card info last week and they havent run it. They are refusing to run my card and turn my utilities back on. This behavior should be criminal and if they keep it up I will sue them. Money is not an issue I will sue them for everything they are worth. Absolutely a terrible business to deal with shame on them!
  
  
  
  Sincerely,
  
  ***************************

  Business response

  08/26/2024

  Please see attchment

  Customer response

  08/26/2024

  Complaint: 22132788
  
  I have reviewed the business' response and am rejecting it because: yes the bill has been late because they arent there to answer the phones. They make it as difficult as they can so they charge you late fees. If they were open normal times and could take payments like a normal business I would have no issues paying them. They are the problem, also they installed the grinder pumps years ago with the understanding that they were responsible for them. They just a couple years ago when they started having failures came out and said they couldnt afford to fix them or replace them so they werent going to and were instead going to put the burden on their customers instead. They force people to pay $5000 or more to fix their grinder pumps. They wont allow you to fix them yourself or hire it done and force you to pay their ridiculous charges to fix their property. If they cannot afford to maintenance and repair their sewer system they shouldnt be in business in the first place. 
  They should be required to operate under certain Regulations as a utility company or they should be closed down. Thats just the facts!
  
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had continuous significant delays in the ************ office processing my check when mailed. So much so, I began to pay in person despite the additional fees. When I visited the office and spoke to the lady working, she could not intelligently hold a conversation and was extremely rude. She has signs on the door indicating to knock and the door is locked. This is not customer friendly at all. I went there in person again this month and this same lady was there and said I'd have to come back or pay over the phone because the other lady who processes payments was not there. The fact that she could not do the basic task of run a payment, along with her extremely rude and gruff behavior is absolutely unacceptable. I am retired military and treating others with ***************** is important to me as it should be to anyone paid to provide a service. This specific employee should not continue her employment with Calvey creek Sewer in my strong opinion as she exhibits behaviors that are not customer friendly or culturally correct.

  Business response

  05/01/2024

  The mail service out here is bad. We have been receiving checks from 2 months past mail date.  We did not get Mr. *********************** bank check and when we called to let him know it was not received, he was upset. We do not have a vestibule (waiting room) for our customers to use and we have a very small office. So, we put up a sign on the door to knock on door and we come to door and wait on the customer. 

  There is only one person that can run the credit cards and if I am not here, it can't be run. Customer can call in or email the office manager at Calvey Creek and I will run the credit card the next day I am available. We have a credit card authorization letter that the customer can sign, and I run them on the 2nd Friday of each month. The only extra charge Mr. ********************* was charged is the processing fee that the credit card company charges us. It does not cost to drop off a check or money order in our outside lock box that is checked 2 or 3 times a day or they can mail their checks. As you know we are a government public service, and we cannot please everyone.

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