Benton City City Hall - Benton City, Washington

Jessica B.

The worst customer service I have ever received. Apparently I did not pay my bill by “a couple dollars” so that meant I got a “late charge”. I guess I completely forgot. Which I understand is completely my fault and my mistake. However, I have never ever in my life had my water shut off. I went out of the country for my sons birthday and come to find out my place is listed as “abandoned” and my water is shut off. I did not receive any communication/email or anything about this. I called to see what was going on as I was unable to make a payment until Friday. It was Tuesday when I spoke with them. I can understand if this was a repeated issue, I said I would even provide the last 8 years of my previous residence to show them that I’ve never missed a payment or had my water shut off. I asked to speak to a manager or supervisor. The lady transferred me and the person answers and says “this is Cassandra” I said…. Okay, who are you? She replies very passive aggressively and snotty and says “Cassandra, I JUST told you that.” I said excuse me? You do not need to be rude I am asking if you are the manager, she then said no. I said please transfer me to a manager and she said, no. There is no one else here to talk to and no one who wants to talk to you. I said okay well I need my water turned back on. She then passive aggressively said to me “okay and when you make your payment on Friday we can turn it back on.” I said there has to be some other way I have a 1 year old son you can’t possibly be this heartless. She than responded to me so aggressively and rude and said “you are responsible to pay your bills, I can’t make exceptions for you just because you are having a hard time financially” and then she said “maybe if you were nice I could have helped you out” implying to me that she had the power to turn the water back on but wouldn’t because I wasn’t “nice”. Absolutely sick to my stomach with how I was treated. It’s 6 in the morning and I haven’t been able to sleep with how awful this person Cassandra treated me. I’m well aware that I am responsible to pay my bills and it was a mistake that a payment was missed as well as the previous month a “couple dollars off”. Had I been notified I would have paid the extra couple dollars and July. But I was not notified just turned my water off. Again Cassandra replied to that as it’s not her responsibility to notify me that my bills are due. I will say with everything people go through these days Cassandra could have been a little more compassionate. That can go a long way. Are you not human? One of the most heartless people I have encountered. Her entire attitude towards me was so belittling like I was a child who needed a talking to. It was my birthday yesterday and she ruined my entire day. She made me feel like the worst mom, human being ever because of having this water shut off and I’m not “responsible”. I have 68 employees I am very responsible, I work very hard to support my family and had a lot going on that I missed a payment completely by accident. My husband called after because I was balling my eyes out and he heard how disrespectful she was to me. She then acted all innocent to him and acted like I was a crazy person. No just an emotional mom who is trying her best and was trying to find a solution with $0 until Friday. She then transferred my husband to the manager. This is interesting because she told me the manager was not there and if he was he “would not talk to me”. I get that at the end of the day it’s my fault and I understand “my responsibility” but Cassandra did not need to throw that in my face and be so cold and heartless. In the future train your employees better. Train them to have compassion when people are having hard times. We are all human and a little compassion can go along way. I hope, Cassandra you never have a hard time and someone treats you the way you treated me. If other people have had a bad experience please post your review as this is something I wish no other hard working parent has to encounter.

Dan D.

The city staff are helpful & worthy of a 5 star rating. I sure wish I could say the same about the current mayor & council members & they're why only a 1 star rating.

PJ

Natalio V.