Complaints

This profile includes complaints for Charleston Water System's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Charleston Water System

  103 Saint Philip St Charleston, SC 29403-6131

• 

  Charleston Water System

  PO Box B Charleston, SC 29402-0017

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:03/24/2025

  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.

  The water department installed a new meter. The technician was a young guy who installed the meter and left. He did not wait for the meter to show no movement. The dishwasher line was leaking. The technician thinking the toilets were filling and being in a hurry left. When I arrived home my kitchen, bathroom, and foyer floors were destroyed. I have tried to work with the water department to get this take care of. I have health issues with my lungs. I am worried that the mold that has formed on the floors have caused the nodules on my lungs. I was told that I should just turn this into home insurance however that would be a fraudulent claim because this was caused by the Charleston Water System. I have an email from Chris Lombard and I spoke with Preston Pender. Lombard states "as explained to me several times" which is a false statement as I have never spoken to Chris Lombard. Preston Pender wanted it to be passed to homeowners insurance. Charleston Water System technician left before the dial cut off and damaged my floors. With the extensive damage of my floors, the health issues I now suffer from due to the mold, and the loss of rental income from the damage this claim needs your immediate attention. My health issues have kept me from reaching out sooner however the truth is on my side and it needs to be addressed and not just overlooked. They made the mistake by leaving when water was running and no homeowner present. Protocol is to shut the water off and leave a note on the door. Unfortunately this didn't happen and my property was damaged extensively, rental income has been lost, and has caused health problems with nodules on my lungs.

  Business Response

  Date: 03/24/2025

  This was handled through the South Carolina Insurance Reserve Fund and all information related to this will be forwarded to them.

  Customer Answer

  Date: 03/25/2025

   I am rejecting this response because: all of the documentation submitted were documents sent to the reserve fund. They denied the claim although the water department technician left my residence after putting a new meter in and water was still running. The water should have been cut off and a note put on the door that they tried to turn water on but had to shut it off because the water was running. Instead the technician did not stay for the meter dial showing water running to stop. He left and water ran for 7 + hours flooding my kitchen, bathroom, and foyer.  They also tried to pass this off on Homeowners Insurance when the water company technician is the one who made the error causing the damage. 
  
  Sincerely,
  Will ****

  Business Response

  Date: 03/25/2025

  Once this is turned over to the South Carolina Insurance Reserve fund we are unable to address this. Thank you. This will be handled through the South Carolina Insurance Reserve Fund and all information related to this will be forwarded to them.
  

• Initial Complaint

  Date:02/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Amount due has almost tripled in the last 3 months. Called on 1/14 to inquire and no solid help. We understand- I delete my auto- draft as I cannot pay all 232 dollars at once. I schedule 150 by due date. I have screenshots. Then my account gets drafter for entire amount due. I call again 2/4. How can this be when my online site is saying something different. No solid answer as if nothing be looked up. I got probablys and might as answers. I was assured the 150 I scheduled would not be taken out. Since even on the site it says no payment accepted on zero balance due. 2/6 my account is withdrawn 150. This is cruelty and overdraft my account on such hard times. Completely unacceptable that they cannot look or help with anything. This could have been avoided

  Business Response

  Date: 02/25/2025

  Thank you for bringing this matter to our attention. We truly value our customers and are committed to providing excellent service and addressing any concerns they may have.
  We understand the customer’s frustration regarding the unexpected increase in their water bill. Upon reviewing the account, we see that the customer was provided instructions on how to cancel the auto-draft feature. However, our records do not show any requests from the customer to investigate potential leaks or to determine the cause of the increased bill.
  We would like to emphasize that we are fully prepared to work with the customer to set up a manageable payment arrangement. Additionally, we are more than willing to conduct a thorough review of the account and investigate any possible issues, such as leaks or meter malfunctions, that could explain the higher-than-usual bill.
  It is unfortunate that we were not given the opportunity to resolve these issues directly with the customer prior to this complaint being filed with the BBB. Our goal is always to address and resolve customer concerns in a timely and efficient manner.
  We kindly ask the customer to reach out to our customer service department so we can begin working on a resolution together. We remain dedicated to providing the highest level of support and ensuring the customer’s satisfaction.

• Initial Complaint

  Date:02/14/2024

  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.

  There has been a very unusual increase in the water bill since September 2023. The amount of units used is, per the September bill 15.29, October 22.42, November 16.90. After the meter was repaired, the bill went back down to normal usage: December 2.94, January 2.94 A Charleston Water employee determined and repaired the faulty meter on 12/12/23. $440 had already been paid by December. The Bills for these months in 2022 range from $61.84 - $71.58. Yesterday, the water was turned off, and when I called, 3 Charleston Water employees said that I was responsible for the water usage, before the meter’s repair in December. Water usage was far above normal before the meter was repaired and more in line with the leak at the meter.

  Business Response

  Date: 02/15/2024

  Good afternoon, Please provide us with the Tax ID for the accounts, so that we can complete your request. Thank you for contacting CWS.

  Business Response

  Date: 02/16/2024

  Good afternoon,

  We made several adjustments to this account. The bill went from $510.62 to $177.18, with $104.94 in past charges and $72.24 in current charges. $333.44 reduction.

  Chris Customer Service

  Customer Answer

  Date: 02/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  "$104.94 in past charges" is abnormally high. The same time period from one year ago as shown in previously included documentation shows the Amount Due never going above $71.47.  I am happy to pay the bill based on prior usage before the water meter failed.
  
  Sincerely,
  
  Lucas D******

• Initial Complaint

  Date:01/31/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 am not liable for this debt with Charleston Water System, I do not have a contract with Charleston Water Systems, they did not provide me with any liable contract to prove this as requested

  Business Response

  Date: 02/05/2024

  The customer, Mr. Michael J****** was liable for this debt with Charleston Water System. He did have a contract with Charleston Water System and was provided with liable contract.
  Mr. J****** had an account with us, Charleston Water System  from August 11, 2017 to February 5, 2018. (He called in on February 2, 2018 to request the account be finaled.)
  The customer did not pay the final bill in the allotted time: therefore, the debt was reported to the credit reporting agencies.
  The customer paid off the debit owed on June 2, 2020.  Per documentation on the account, customer spoke with a customer service representative who advised him that payment showed as pending  and that a “Paid in Full” letter can be generated.
  On June 3, 2020 a member of the Collections department called the customer and left a voicemail advising him that the “Paid in Full” letter can be mailed or emailed.
  Documentation shows that additional contact was made with Mr. J****** on June 18, 2020 at 11:24am where he stated he had difficulties however paid the bill/debt in full. He was advised to allow 30 days for update to credit file. Request for “Paid in Full” letter was sent for the letter to be emailed to the email address given.
  Customer information updated with the credit reporting agencies on October 25, 2022 showing zero balance owed.

  Due to this being the the seventh year the debt should drop of Mr. J******'s credit report later in this year, 2024.

  Documentation can be provided if needed.

  Customer Answer

  Date: 02/06/2024

  Complaint: ********
  
  I am rejecting this response because: Because my LAW FIRM said Until I receieve a(" LETTER PAID IN FULL TO DELETE OFF MY CREDIT REPORT") that the CPW mention that they will do that back in 2020 when you guys( CPW) receieved my full payment .Im just asking for you CPW to keep your word thats all. All I need is for CPW to let Transunion, and Equifax know that this customer took care of his debt so please DELETE it off of his CREDIT REPORT PLEASE? 
  
  Sincerely,
  
  Michael J******

  Customer Answer

  Date: 02/07/2024

  This is Michael J****** emailing about my complaint to the CPW here in Charleston SC. After speaking to a very kind and understanding Associate with CPW Ms. Michelle she mentioned to me that she would help to take care of the issue that I have with this still showing up as a Derogatory item on my Credit Report. And with that I reverse my complaint with CPW because of the professional help I received over the phone from Customer Service Management Ms. Michelle. Yours Truly a satisfied customer Michael J******

• Initial Complaint

  Date:01/24/2024

  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.

  This is paid but still on my report

  Business Response

  Date: 01/26/2024

  We have reviewed the customer's complaint and found that the debt was originally reported to the credit bureaus in May of 2020. When the balance was paid in May of 2021, the credit bureaus were updated to reflect the debt as $0/paid in full. Even though the balance is paid in full, the entry will remain on the customer's credit report for 7 years.  

• Initial Complaint

  Date:08/29/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Water leaking from ground, called Charleston Water Co on Tuesday 08/22/23, was told someone would be out to check meter to see if it is on their (CWC) side or mind. I was told they would leave a door tag telling me the answer, no door tag so I call to be told they had checked and it was on my side, all fine. I call a plumber, he came out and it took him 30 minutes to dig down to the box which had roots covering the lid, when he finally got the top off, he said he believed it was going from CWC side of the meter, by the way the water was bubbling, at which time I called CWC again for the third time, Spoke to Kicki on 08/29/23 who could not determine the placement of the meter, so I took more pictures and sent them to the address she sent. I was told I would get a call back or email around 30 minutes, I finally called back almost an hour later after I received and email asking me to call back, which I did. They finally found the pictures and said that they could see it was on my side, this was Ellen and supervisor David 1:38pm. My question to them was how could a technician check the meter if the ground had not been disturbed, I believe they were calling me and my plumber a liar. As it stands now they are going to make an appointment for a supervisor to come out and check, someday, and they want me and my plumber to be available when they decide to come. I am perfectly happy to pay to have it repaired if indeed it is on my side, what I have no proof that they even came and checked. I am so upset being treated like to child by these people. I truly hope you can help

  Business Response

  Date: 08/29/2023

  Weather permitting (Hurricane Idalia), one of our Meter Mangers will be stopping by tomorrow morning (8/30/23). If the weather is worse than predicted, we will try to schedule a time to come out later in the day on Thursday or sometime on Friday. 

  Business Response

  Date: 08/30/2023

  We went out to the property today to investigate further. Due to the roots that had grown through the meter box, we were unable to complete a 100% definitive test for the leak location. We spoke directly with Ms. J**** and let her know our plan is to replace the meter box and remove the roots that are obstructing our access to it. We hope to complete this on Friday, but the hurricane may cause that plan to get delayed until early next week. Once this has been completed, we can then perform a test to determine who is responsible for the leak.

  Customer Answer

  Date: 08/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Firstly, thank you so much for your help. Water company was here 8:40 today 8/30/23, I spoke to Ismael Rodriguez, who told me they would find the leak, which took them about one hour to get to a point where he said we need a new meter, still not sure which side the leak is on, but I feel happy at least the problem is being dealt with. Ismael said an appointment has been book for Friday, of course pending the storm, if they need to reschedule it will be done before Wednesday of next week. Therefore I will not say the work has been completed just yet.

  Sincerely,
  
  Cathy J****

• Initial Complaint

  Date:05/30/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Since 1222, I have been attempting to obtain information about a CWS account #******** that I discovered on my deceased brother’s ****** *******'s credit reports. My brother never lived in Charleston, so I asked the company to validate this account under the FCRA. I sent them copies of my brother’s death certificate and my executor appointment letter. Despite my letters which were never responded to, I was informed that they would respond by 5/10. No response came. I waited until 5/22 and was told by customer service that they had already responded back to me in early May. They, of course, did not. The customer service person said she had no futher information, denied me again access to the account and referred me to their collections department. After multiple calls that afternoon to collections with no answer, I left several requests to call me back ASAP, needless to say, I never received a call back. On 5/24, I again emailed the company with a letter requesting access to the account, Again I attached copies proper authorization paperwork. On 5/25, I finally did get a response from the company informing me that I would have to wait another 30 days for them to review the documents before they would give me access to the account and determine whether they would consider providing validation that the account was even my brother’s! Obviously this is absurd, particularly on a $126 debt for an account that has been closed since March 2020, and is not even collectable under South Carolina’s or Federal Statue of Limitation debt law. I don’t know whether this is just incompetence or whether they are purposefully ignoring my requests because they have no answers. It has forced me to file a complaint with the SC Department of Consumer Affairs and to contact my consumer protection attorneys regarding this problem with the company. At this point the company must stop reporting this unvalidated account on my brother credit reports or face civil litigation for defamation.

  Business Response

  Date: 05/31/2023

  Dear all,  spoke with Mr. ******* this morning and we came to a final resolution.  I was able to confirm that his deceased brother lived in Charleston, SC for a brief period(he was worried about identity theft).  He was concerned with the quarterly updates and the account open status with the credit bureau reporting agency.  I explained we have an automatic process that updates charged off and past due debts to credit reporting agencies.  Assured Mr. ******* this would stop and the account will be listed as closed on public records; he accepted this as satisfactorily resolved. 

  Customer Answer

  Date: 05/31/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20109178, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/12/2022

  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 ended using their services over two years ago, never received any type of contact that I had a bill that was past due, of a whole one hundred dollars. I would have paid it multiple times over. I didn't receive notice until I was told that my tax refund was garnished in order to cover a bill that was over 2 years old. This is nothing less than a malevolent attempt by my ex-girlfriend to continue to affect my life and impact it negatively. I have attempted to speak with their customer service and their billing collections department to receive some sort of understanding but have none whatsoever. My billing history with the electric company and anyone else is crystal clear and I was hoping to keep this as such as well and had no idea this was negatively impacting my credit for the last 2 years that I was being reported as late and unpaid and in collections. All I want is for that report to be rescinded as the debt has been satisfied. It also took more than 30 days for notice to be received after the debt had been paid by the credit reporting agencies which I believe is late and unacceptable by any standard considering the damage already caused because no reasonable attempt was actually made to get in touch with me aside from one apparent phone call which was not me contrary to what they've been telling me.

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/09/13) */ We received a call from Mr. ****** on 7/29/2020. On this call, he requested to close the account on 7/31/2020. He was advised at that time that there would be a final bill coming. That bill was emailed to him at *****@******.com which stated $112.17 was due on 8/25/2020. When that bill went unpaid, we sent 3 letters (8/25/2020, 9/08/2020 and 9/29/2020) which reminded him about this bill. On 11/2/2020, we sent a 4th letter stating this bill remained unpaid and had now been reported to the credit agencies. On 11/10/2020, Mr. ****** called to inquire about the bad debt but was still left unpaid. On 9/22/2021, we sent a notice stating that there was still a balance due, and we were going to attempt to collect it through his tax return. We received the payment from his garnished tax return on 8/3/2022 and updated the credit bureaus on 8/19/2022 that the balance was paid in full. We have double checked to ensure the credit bureaus show the debt as paid in full. No further action will be taken.

• Initial Complaint

  Date:08/23/2022

  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.

  I am part of the government grant for the SC Stay Plus program to keep me from being evicted and utilities from being turned off. Charleston Water System completely disregarded this government promise by our legislation and put my children in harms way. They turned off my water knowing I was part of this program and my youngest child has Covid-19 with a high fever. I am unable to properly bath or take care of my child and had to spend over $135.00 of my EBT for water, due to their lack of communication with the government. They have refused to turn my water back on until payment is received. This could take up to 30 days and I am not going to be able to live with no water and sick children in the house for 30 days. They do not care about their customers as long as they get money. Water was shut off Wednesday 17, 2022. I gave them my certification number for the program on August 1, 2022. They have been laughing in my face and I have been hung up on numerous times. The water company is a monopoly here and I am unable to turn to another source of water for help. I am a full time, double majoring student at Trident Technical College as well as a single mom who lost both her jobs at the beginning of the pandemic. Please help with this horrible situation that a money making company doesn't care about helping their customers.

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 8, 2022/08/29) */ We have spoken with the customer and the assistance agency several times since the water was disconnected on August 17th. On Thursday, August 25th, we finally received confirmation that the customer was approved for assistance, and we turned the water back on. We have also put a special code on the account to prevent any further disconnection from occurring until we receive the payment from the agency.