Anyone else dealing with Cleveland Water Department's insane billing cycles? I've got a commercial client getting billed on three different meter reads for the same facility. One meter shows 47,000 gallons, another shows 52,000 gallons, same period. The water department claims they're both accurate but won't explain the 5,000 gallon difference. Client is looking at a $850 overage and I can't make heads or tails of their rate structure. Their customer service department just keeps transferring me around in circles.
Water bill reconciliation nightmare - Cleveland Water Department
Frank, we see this all the time with Cleveland Water. They have some of the most convoluted billing practices in Ohio. Are you looking at their commercial tiered rate or the industrial schedule? Make sure you're checking if they're applying the correct customer class. I've seen them miscategorize buildings and overcharge by thousands. Also check if they're double-billing for sewer on both meters - that's their favorite trick.
Cleveland Water is notorious for this stuff. I had a similar case last year where they had a "phantom meter" that didn't exist but kept generating bills. Took six months and a formal complaint to the PUCO to resolve. Frank, demand they provide you with the actual meter serial numbers and GPS coordinates. Half the time they can't even locate the meters they're billing for.
Walt, that's exactly what I'm thinking. I asked for meter locations and they gave me two different addresses - one doesn't even exist! The billing department claims meter #4472891 is at 1247 Superior Ave but there's no building at that address. Starting to think this is a systematic billing fraud issue. Phil, you mentioned customer class - how do I verify they've got the right classification?
Check the account setup screen if you can get access, or demand a copy of the customer profile. Look for SIC code classification and cross-reference with their published rate schedules. Commercial should be under Schedule C-1 or C-2 depending on usage volume. If they've got you classified as industrial (Schedule I-1) you're paying way more than you should. Cleveland Water loves to "upgrade" accounts without notice.
This whole thread is making me glad I'm dealing with Atlanta Water instead. Frank, have you tried going directly to their meter reading supervisor? Sometimes bypassing customer service gets you actual answers. I'd also recommend taking photos of any meters you can physically locate - document serial numbers, readings, condition. Creates a paper trail if this goes legal.
Vegas water billing is pretty straightforward compared to what you guys are describing. Frank, one thing to check - are they billing estimated reads vs actual reads? Cleveland Water is famous for "estimated" bills that are really just made-up numbers. Look for "E" designations on the bill. If they've been estimating for months without actual reads, you can demand credits for overcharges.
Update: Found the smoking gun. They've been billing my client for TWO separate accounts - one for water, one for "water service" - but it's the same meter! Basically double-billing for 18 months. Total overcharge is looking like $4,200. Kim was right about the estimated reads too - haven't had an actual meter reading since January 2012. Filing a formal complaint with the city tomorrow.
Frank, that's huge! Make sure you document everything and ask for interest on the overcharges. Cleveland usually fights tooth and nail but $4,200 is serious money. Keep us posted on how the complaint goes - this could be useful precedent for other auditors dealing with similar nonsense.