Dear Mayor Jackson,
There is a problem at the City Of Cleveland's Division Of Water. A big one.
I am not sure if you read The Plain Dealer or not, but no less than 8 articles documenting customer service issues and unexplained spikes in your customer's water bills {Some as high as 800%} have been written in the last 6 months.
The TV stations are just warming up. Tom Meyer is on deck, and Joe P. is really getting pumped up for this one, Mayor..
Your customers are really angry, and it is just not getting better, Mayor Jackson.
Current issues now include;
- No follow up whatsoever from supervisors who have been left phone messages by your customers.
- No answers to emails that have been submitted to customer service by your customers.
- No reply's at all, whatsoever, from written letters sent to your water company via US Mail by your customers.
- Automated bills that just keep coming, with no explanations.
- Voice mail messages stating that your employee is in training. It must be permanent training, because these employees have completely disappeared.
Mayor, it is time for you to step in. You are the Mayor of The City Of Cleveland, and this is your utility. 6 months of this is way too long for you to not get involved in this confusing fiasco. {And it is a fiasco}
Did you know that some of your angrier, tech savvy customers, have even set up websites to document what your water company has been doing. {Or not doing}
Here is what you need to do, please.
- Have your water company employees go through each bill, and make the proper adjustments, immediately. Adjustments would be simple; Base the bills on the last 3 year's average bills, and be done with it.
- Have your customer service reps reach out and call your customers, and let them know that they will not have to pay the mistaken amounts that mysteriously appeared, several months ago, and that keep getting piled up.
- Have a press conference. Apologize to your customers. Some of them have spend 20-30 hours of their own valuable time trying to make heads or tails of these erroneous bills. {The bills are wrong. Period}
There are thousands of customers who have been affected and aggrieved by this situation. If this situation is not remedied, this story could become a national one, and the Cleveland jokes will start flying, once again.
Sincerely,
A City Of Cleveland Division Of Water Customer
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