Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was wrongly charged 250$ and accused of touching an electric meter while I was out of town for work I could i do anything when I wasnt here that is why i never started my services. I never even been to the location till yesterday

  Business Response

  Date: 03/12/2025

  Hello ... Mr. ****** contacted Marietta Power & Water on February 18, 2025 to apply for service at ******************************************* 1540C but did not complete the application process, therefore his account was not set up. 
  

  The electric service at apt. 1540C was in the apartment complex name and on February 19, 2025 the apartment complex staff contacted us to schedule service termination effective February 20, 2025.  A service technician cut off the electric service on February 20, 2025.  According to the lease Mr. ******** start date at apt. 1540C was February 14, 2025.

  On March 5, 2025 our service technician made a trip to the location, apt. 1540C, to cut on the electric service after Mr. ****** completed the application process.  Once at the location the service tech found the seal cut, and the electric meter running.  Meter tampering occurred because the power to the electric meter was cut off and sealed on February 20, 2025.  Someone cut the seal on the electric meter without Marietta Power and Waters authorization. 
  

  Mr. ****** would be responsible to pay the meter tampering fee of $250.00 because apt. 1540C was leased to him when the meter tampering occurred.  We are unable to waive/reimburse the meter tampering fee as Mr.****** **************** Thank you. 

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23024856
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:02/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Charged multiple times with service disconnection

  Business Response

  Date: 03/06/2025

  Hello ... I am unclear as to what the billing or collection issues are regarding being charged multiple times with service disconnections.  It doesn't appear you have been overcharged.  The account is noted that you spoke to a customer service representative on February 26, 2025.  We will contact you to discuss your questions and concerns further.  Thank you.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Every month my bill is $400-$500 and Im not understanding why. I live in a three bedroom townhouse I have two children one is at school 5 days a week, the other is at work the same as I 5 days a week. Its been almost two years and Im tired struggling and getting assistance for this bill. Ive went to Marietta Power and they couldnt help me all the lady said was this is extremely high

  Business Response

  Date: 02/14/2025

  Hello ... One of our **************** Representatives contacted Ms. ******* today, 2/14/25, to discuss her high bill concerns.  The representative addressed Ms. ********* concerns, heating and cooling advisement, talked about equipment in the home, and other considerations to decrease the electric usage.  The representative will follow up by emailing Ms. ******* additional information that would be helpful.  Ms. ******* seemed to be satisfied with the contact from our representative.  

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My power was shut off at 1030 am 12/18. Unfortunately, I worked until 7 got home at 8 so by the time i noticed it was too late to rectify. While I understand and take the blame for MISSING the payment and understand yesterday was warmer - at nights it gets into the 50s, if not lower, an apartment with pets and children at 50 degrees is NOT SAFE. It should NOT be legal to shut off a person's power in the middle of winter. Now my concern, there was NO phone communication to me in regard to the past due balance ($95... who turns off someone's power the week before Christmas over 95 dollars!?) I called in in July when we had a similar problem and provided my new phone number. However, when i called today to pay current, i found out they are using my old phone number, and when asked why / to pull the call to see i updated it they said, "they couldn't & don't pull calls they go based off their agents notes." The number i called off of in July is the number i requested to have on file. This company does not make appropriate attempts to reach their customer. The letter they placed on my door had two options for "your power will be shut off, and your power has been shut off" Why did we not get a warning that it would be shut off? Why wasn't my number updated? Why aren't their calls recorded to hold their representatives accountable? Why can't you speak with a supervisor when you call immediately? We aren't talking about ****** customer service; this is for peoples HOME. A necessity. Now mind you i called right at 8am to have my electricity restored, spoke with a nasty women named Quinica who met my concerns and worry with rudeness and inconsideration. This wasn't about money; people FORGET things sometimes. People dont always check their email / mail.. but everyone has their phones in their hands throughout every day. It's now 9 hours later and my power is still off. Coming close to the end of their workday.

  Business Response

  Date: 01/09/2025

  We did not receive and were unaware of the complaint submitted on December 19, 2024.  We received a second notice on Monday, January 6, 2025.  The customer requested that a Supervisor callback to discuss their concerns.  A Supervisor contacted the customer on Wednesday, January 8, 2025.  Their questions and concerns were discussed.  The unsatisfactory customer service the customer received has been addressed with our customer service representative and the manager of the afterhours department will address their personnel.  According to the Supervisor all concerns and/or complaints were resolved.  We sincerely apologize for the unacceptable service the customer experienced when contacting our office.  Thank you. 

• Initial Complaint

  Date:06/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want my $13.38 credited to my account. This company is disavowing me card payments. I was told I was disallowed one year for mismanaging the feature, but its over one year. This caused a payment delay for me to pay at a physical location. I need that fixed and that credit issued. People dont have money to give you money sharks.

  Business Response

  Date: 06/04/2024

  Marietta Power and Water allows a 10% discount on the electric charges when payments are received on or before the due date.  ******************** payment was due on May 28, 2024.  The payment was received on June 4, 2024.  Therefore, the discount of $13.38 was not allowed.  As to ******************** card privileges, the account will remain in "No Credit Card" status until June 27, 2024, at which time the designation will be removed.

  Although a BBB complaint was filed in August 2023 and disallowed discounts were credited to the account, I will, as a courtesy, allow the $13.38 as requested.  **************** should be advised that future payments will need to be received on or before the due date in order to receive the 10% discount.

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21793739
  
  I am rejecting this response because:
  Whatever, allow me to pay with my credit card so I dont have this issue again. Thank you and good life. God bless.
  Sincerely,
  
  *************************

  Business Response

  Date: 06/05/2024

  As stated in the prior response, your account will be released to accept credit cards on June 27, 2024.  Coincidentally, your next bill will be due on the same date.  You will be able to make your payment by credit card at that time.

  Best regards.

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May *********** had the displeasure of doing business with Marietta Power and Water for the last 18 years. Therefore Im very knowledgeable and experienced when it comes to the policies and protocols. I also understand this is a city owned power company that has a monopoly on certain areas of ***********. Its 2024 it may be time for serious change because its not 1924 anymore. MPW has no compassion or empathy for the customers whom have paid for decades to obtain services. On or around 2/1/24 I noticed an increase in my bill, I spoke with a customer service rep who mailed me a leak detection kit. However because the leak was under my house in the crawl space, in the slab it wasnt detected at that time. On or around 3/1/24 I received a notice from MPW stating I had used ****** gallons in a month. *** resided at this address for 13 years and never exceeded the minimum amount unless there was a leak. I called the water department and asked to have the water cut off until I could determine where the leak was located. I attempted to pay the past due amount, however I miscalculated the amount by $10 and my electric service was disconnected. Why if I had a water leak my electricity is effected? Which is absurd. At that point the full amount of $800 plus $100 deposit plus additional trip fees to have them come out was required to reinstate service. Isnt that their job? Why are customer expected to pay extra for MPW to do their jobs? None of the other utility company access these ridiculous fess. Now fast forward to the end of April and I still do not have service because I cant afford to pay $1000. They dont offer any payment plans or any kind of assistance. They will provide a list of Other companies who may help, but they have no options whatsoever. I have paid a plumber to fix the leak but with the water being turned off I cant confirmed if its fixed or not. I submitted the invoice showing the repair however I was advised it take two billing cycles to confirm. So what am I supposed to do about water and electricity?Im sending this to ***************** the mayor of Marietta, *************************** who works at water company Jericka my local congress woman, Worldstar hiphop, the Shaderoom, Hollywood unlocked FOX 5 and whoever will listen. Lets make Marietta Ga and Marietta Power and Water world famous!! I will load a new tick-tok every day until I go viral and receive the attention this deserves.

  Business Response

  Date: 05/10/2024

  Marietta Power and Water provides electricity and water to this customer's service location.  ********************** contacted our office in February 2024 to request disconnection of water service due to a leak.  We explained that our leak credit process that allows us to give credits for the amount of water used in excess of the average usage at the location (repair invoice required) and provided the amount she needed to pay to keep the electric service active.  Because we did not receive the amount required to maintain service, the electric service was disconnected.  Our policy requires the full balance to be paid prior to reconnection of service for non-payment disconnections.

  We received the leak repair invoice in April 2024.  Our normal process requires 1 to 2 billing cycles in order to determine that the leak has been repaired based on the usage after the invoice date.  Because the service was disconnected for non-payment, we processed the leak credit, applied the credit to the outstanding balance and reconnected ************************** service since the credits were sufficient to cover the balance.  I spoke with ********************** and explained our process and she expressed appreciation that the matter was resolved.

   

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yes, I occasionally put my bill to the side and then pick it up when I have time to focus on it. I live alone. I am busy. But I pay my bills! Marietta Power and Water gives no notice by mail that your account is overdue. They send you a text, and then the very next day cut off your power. If you work 50 hours a week, you don't even have time to pay the bill before they cut your power off! I pay by my bank, and the payment went through TODAY! But, I got home from work at 8:30 p.m., a 12-hour day, and my power is out. Worst of all is that they provide absolutely NO WAY TO RECONNECT YOUR POWER AFTER 6:00 p.m., which is RIDICULOUS! They have you go by their window between 5:00 p.m. and 6:00 p.m. that's 1 hour when you are 1.5 hours away from their office! This company's business model is punitive, unwavering, archaic, and damaging! This lack of notice, lack of any grace ****** for actually MAKING A PAYMENT, and their refusal to restore power after the ungodly early hour of 6 p.m. is OUTRAGEOUS! So I have to go all night, even though I'm READY TO PAY, without my power! This is WRONG!

  Business Response

  Date: 11/14/2023

  It is Marietta Power and Water's policy states an account is subject to disconnection when a past due balance exists and no payment is received by the due date.  According to our records, the complainant's account was delinquent.  The sequence of events is as follows:

  Utility statement was sent by regular mail and by email on 10/20/23.  The due date for that billing was 11/2/23.  A notice stating service would be disconnected on 11/3/23 was included on the statement.

  On 11/6/23, our automated system sent an email stating service was scheduled for disconnection on the following day.

  On 11/6/23, our automated system placed a call to the phone number on file and left a message stating service was scheduled for disconnection on the following day.

  On 11/8/23 at 10:51 a.m., the service was disconnected for non-payment.

  Our business office is open until 5:00 p.m., Monday through Friday.  Our drive-through window is open until 6:00 p.m., Monday through Friday.  Our service technicians work until every customer who has paid all balances and associated disconnect fees has been reconnected.  We make every reasonable attempt to notify our customers of impending disconnection of service.  We are unable to provide 24/7 reconnection services.

   

• Initial Complaint

  Date:08/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company charged me for various chargeback fees and charged me for a deposit and reconnect. I want to switch company, but I think they are a monopoly.

  Business Response

  Date: 08/24/2023

  Hello ... The customer made three credit card payments on his Marietta Power and Water account, two payments on May 1, 2023 and one payment on May 24, 2023.  We received chargeback notifications regarding all three credit card payments.  Our practice and policy is to reverse the credit given on the account for said credit card payment and assess a handling fee for each returned item.  The customer's utility service was disconnected for non-payment and we assess additional fees and security deposit when this occurs.  I have attached our policy regarding service charges, returned payments, and deposits.  We do not agree that a refund is warranted.  Thank you.

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20505597
  
  I am rejecting this response because: ************ is know for disconnecting service without notice and excessive charges. People beware of this company.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/30/2023

  Hello ... As a courtesy, we will process a credit for lost discounts from the June, July, and August bills for a total account credit of $54.05.  This credit will offset some of the fees assessed to our customer's account.  Please find attached our discount policy.  Thank you.

• Initial Complaint

  Date:09/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw my credit report and I noticed that there are inaccurate and fraudulent accounts that I needed to report and correct by your company. Evaluate and investigate those account that is not 100% accurate. Here are the lists that indicates the company name, balance, and date last reported:Account Name MARIETTA POWER Balance $329.00 Account Number *******

  Business Response

  Date: 09/29/2022

  Marietta Power and Water would like clarification as to whether the complainant would like all documents pertinent to the account attached to the complaint.