Complaints

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

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  Greenville Water System

  407 W Broad St Greenville, SC 29601-1864

• 

  Greenville Water System

  PO Box 687 Greenville, SC 29602-0687

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:03/21/2025

  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.

  Last Four months Greenville Water Has Been Over Charging Me and When Asked To Look At Meter To Check To See If It Is Working Correctly, I Was Informed They Would But There Is A 100.00 fee for this. They Are The Ones Billing Me and Want Me To Pay To Have Their Device That They Use To Billed Me To Be Checked Out. I will be filing a complaint with the franchise authority over the water company. It is not my responsibility to check there equipment, it is there's. Should A Customer Be Charged For The Company To Check There Equipment??

  Business Response

  Date: 03/24/2025

  Greenville Water is contracted with industry-leading ****** ***** to manufacture its water meters. All Greenville Water meters are thoroughly tested in accordance with industry standards before leaving ****** ******* manufacturing facility. ****** ***** holds several quality management certifications, such as *** ****/*****, to ensure the precise accuracy of its meters. The manufacturer's test results are posted on the measuring chamber of each water meter. Additionally, Greenville Water regularly tests its meters with certified testing equipment to ensure their accuracy. Given the mechanical nature of the water meter, over time, it will under-record a customer’s usage and will need to be replaced. After performing thousands of meter tests at Greenville Water, the meter will most often test within accuracy guidelines or, at times, under-record usage.
  Additional testing can be performed per a customer’s request, and Greenville Water will remove the customer’s meter and perform standardized testing at its headquarters. Greenville Water passes the actual cost for time, labor, and equipment for the test onto the customer to provide fairness and equity to other ratepayers. Our policy is that if a water meter over-records usage during the test, the customer’s $100 test charge and any overage billing will be refunded. 

• Initial Complaint

  Date:12/03/2024

  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.

  Water line to house was destroyed in storm on 9/27/2024. Had someone from Greenville Water turn water off at street. Water stopped running out of pipe that was broken. I received a bill for basically 2 days for 4,500 gallons of water. I figured Ok due to the broken pipe and the amount of water in my yard. Bill was paid. The water is still off and no signs of water in the yard. I received another bill for 4,500 gallons of water when the water has been turned off. I reached out to Greenville Water and voiced a complaint. I was told a supervisor would call me back within 24-48 hours. We had Thanksgiving holiday so I did not expect a call until Monday 12/2 or Tuesday 12/3. I received a call from the same person not a supervisor as told. She tried to explain that they reviewed and said I have used the water. There was so much debris on top of meter when they tried to read I do not know how they were able to read. Some debris has been removed since that time and still no signs of water. Is this a hoax that they are overcharging clients? I would like someone to show me how this could happen!

  Business Response

  Date: 12/09/2024

  We appreciate your bringing your concern to our attention. Our goal is to provide excellent customer service in every interaction. We sincerely apologize for your customer service experience and any difficulties this may have caused.
  
  Reviewing the account, I see that *** ******** has spoken to someone and this issue has been resolved.
  
  Greenville Water serves our customers by protecting our water resources and providing affordable, pristine water for our community. Customer Service specialists are available Monday through Friday, from 8:00 a.m. to 5:00 p.m., by calling ************ or visiting our office in person.

• Initial Complaint

  Date:08/28/2024

  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 have lived at the address in question ** ***** ***** ** since 6/01/2018 during this time my water bill has never been over $100 a month. I recently moved from this location August 2024 and received a final bill for $708.00 and they are stating that those charges occured in July and August 2024. I have spoken with Nellie A c****** and also a Sarah AND ALL ARE VERY RUDE. WHEN YOU ASK TO SPEAK TO SUPERVISOR all they can say is that they have to send a message and a supervisor and one will get back with you in 24hrs. It has been over 72 business hours and i nobody has contacted me. ALSO NELLIE AND CRYSTAL BOTH ACKNOWLEDGE THAT THEY CAN CLEARLY SEE THAT THERE IS AN ISSUE DUE TO THE WATER VOLUME BUT THIS BILL IS ATTACHED TO YOUR SOCIAL SECUIRTY NUMBER AND YOU ARE RESPONSIBLE FOR THE BILL. PLEASE HELP ME UNDERSTAND HOW THIS MAKES SENSE THAT YOU CAN CLEARLY SEE THAT THERE IS A PROBLEM BUT YOU ARE NOT GOING TO FIX IT. i AM LIVID A COMPANY LIKE THIS DUR TO IT BEING THE ONLY OPTION FOR WATER SERVICE IN THIS CITY CHOOESE TO BULLY PEOPLE. i HAVE READ THE REVIEWS ON COMPLAINTS ISSUED AND IT APPEARS TO ALMOST INVOLVE AT LEAST ONE OF THE SAME PERSON CRYSTAL. THESE PEOPLE REFUSE TO HELP AND ALWAYS DISCONNECT THE CALL. i REFUSE TO PAY THIS BILL OTHER THAN WHAT I AM ACTUALLY RESPONSIBLE FOR AND IT CLEAR THAT I AM BEING HELD UP AND ROBBED CLEARLY THIS NEEDS TO BE RESOLVED ASAP .

  Business Response

  Date: 08/28/2024

  We appreciate your bringing your concern to our attention. Our goal is to provide excellent customer service in every interaction. We sincerely apologize for your customer service experience and any difficulties this may have caused.
  
  A Greenville Water team member attempted to call, but your mailbox was full, and we were unable to leave a message. Nevertheless, we did get in touch with your landlord, who fixed the commode leak, which was the root cause of your high bill. In accordance with our private leak adjustment policy, 50% of the water usage overage will be removed, and your bill will be adjusted. The adjustment will appear on your next billing statement.
  
  Greenville Water serves our customers by protecting our water resources and providing affordable, pristine water for our community. Customer Service specialists are available Monday through Friday, from 8:00 a.m. to 5:00 p.m., by calling 864-241-6000 or visiting our office in person.

• Initial Complaint

  Date:07/22/2024

  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 paid my bill first thing Monday morning when the bill was due. They send a low wage tech out to cut my water off barely 20 minutes before I called to pay it. They then lied and told me it would be 8 hours before my water was cut back on. The customer service rep was rude and did not offer a supervisor for me to speak to. This is criminal what they are doing and with the way the economy is I sincerely hope they do better for their own sake.

  Business Response

  Date: 07/24/2024

  Greenville Water terminated service in accordance with its policy regarding non-payment, including courtesy bill past due and pending disconnection for non-payment reminder notifications. After payment was made, service was restored within two hours. The concerns raised by the customer have been resolved. Greenville Water serves our customers by protecting our water resources and providing affordable, pristine water for our community. Customer Service specialists are available Monday through Friday, from 8:00 a.m. to 5:00 p.m., by calling ************ or visiting our office in person.

  Customer Answer

  Date: 07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  [Greenville Water needs to provide a copy of their “policies”. Furthermore, their customer service rep, Sara, lied and said that there were threats made prompting the tech to bring police to my house to turn the water back on. I called the call center to complain of this on 7/22 and asked to speak with a supervisor and  was told a supervisor would call me back and never did. It has been 2 days now.]
  
  Regards,
  
  ******* ********

  Business Response

  Date: 07/29/2024

  In response to your request, please reference Section 4.110 of the GW Rules and Regulations at *****************************************************. If and when an employee is deemed to be in a hostile environment, we reserve the right to seek the police department's presence.
  
  We attempted calling, but unfortunately nobody answered, so we left a message. Please do not hesitate to contact customer service at ************ or in person by visiting our office, Monday through Friday, from 8:00 a.m. to 5:00 p.m.
  

• Initial Complaint

  Date:01/02/2024

  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 called customer service and due to the high call volume and long. Wait time I needed to request a call back, which was one of the options available. I waited in an hour and did not receive a call back so I called again and had the misfortune of speaking with crystal. My first issue is that when I explained to her that I did not receive the call back that I was in line for Crystal chose to argue with me that I did not request a call back and that’s the longest call in queue had only been waiting for seven minutes and I am wondering why she felt like this was something I needed to lie about. I was just explaining the circumstance. I wanted to make sure that my service will being restored after making my full past due payment. I was rudely informed that I would need to pay an additional $50 to have my service restored. I called that to make the additional payment but the bill clearly state that is a $40 non-payment fee. I am wondering why I was charged an additional $10 when I was obviously not in the position to do so regardless, I feel as if this company is taking advantage of the customers willingly knowing that this is an essential service. Also be customer service is very horrible. I understand that it is hard to find a reliable workers, but if you employ employees such as crystals, it is really damaging to your business because as someone who is paying for a service, I expect to be treated as if I am a customer!

  Business Response

  Date: 01/03/2024

  We appreciate your bringing this to our attention.  Providing excellent customer service in every interaction is our goal. Every effort is made by Greenville Water to guarantee that our business procedures adhere to our policies and procedures and are consistent.
  
  Unfortunately, the performance of our callback feature has fallen short of expectations, and our IT group is actively investigating this technology to identify the problem.  After holidays, call volume is high and wait times will be longer.  To avoid wait times and additional fees, I would encourage you to go to our website at www.greenvillewater.com and register your account for automatic drafts. We sincerely apologize for your customer service experience and any difficulties this may have caused.
  
  Bills are divided into four cycles allowing each cycle to be read in the assigned service area, uploaded, billed and then mailed each week per cycle.  The bills are due 21 days from the date the bill is mailed.  Every effort is made to keep the bills within a 28-31 day cycle. However, due to the shift in the calendar, some bills include more days than others. A $40 no-pay fee will be applied to any payments that are not received by the due date.  I am happy to waive the $40 non-pay fee posted to your account on November 30th.
  
  Greenville Water serves our customers by protecting our water resources and providing affordable, pristine water for our community. Customer Service specialists are available Monday through Friday, from 8:00 a.m. to 5:00 p.m., by calling 864-241-6000 or visiting our office in person.

  Customer Answer

  Date: 01/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:03/20/2023

  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.

  On January 27 I received an email.fr.greenville water saying my check for 157 bounced and I now owed 187 I immediately paid it .then I tur.ed I t on. Myself because I ha e do e so for 3 years now any time it is cut off which is every 2-3weeks which is crooked in amd of itself.i was told by supervisor e ven today that we can cut it on once bill is paid realizing g we are responsible if we break it which we have not .O March 13th they cut it again saying I was using it without authorization saying I o ly paid147 but I paid a pay.wnt of 146 then within a minutes time realized the returned check fee amd paid another 40aking it the required amount to turm it on.i was first told it was cut off because I requested it to be when I said I did. Kt the story changed. They wanted 219 for unauthorized usage .I aske dto speak to a supervisor who told me she would take off the unauthorized use fee amd I was allowed to cut it on rather than what days after pay.ment for th to cut it omy bill was caught up inquired why it wasn't on yet as they somehow cut it where I could.t tur. It on(inline worh the original.story that someone requested it to be off like I was moving.)non rhe less now they wanted 119 f9r unauthorized use and 50 for depoait.i angrily paid it because ei mist ha e water and it had beem off all.week already Total this week I paid nearly 400 because I also received a bill for the month I supposedly was unauthorized to ha e ser ice at least for part of Feb..amd Noone could say what the deposit they. Ow required was for..then I agreed to pay the 40 dollar after hours fee to ha e it on tomight.they never showed up and now 6 days. NO water I .very ill amd sick and need water.all this on top of cutting it off every 2 weeks amd adding 40 dollar to bill every rime which I was clearly told today is only for times when they come after hours to turm it back on.they habe never once shown up in a reasonable time amd I always turmit on. Myself.iam a poor single woman they are taking me for all I have for a simple need thst is in great abundance eit is evil amd wrong amd against my roght to water.somethimguat be dome.i insist on every wrongly charge d 40 dollar to be returned as well as imexplaimed deposit and unauthorized use fees .these total to nearly a gramd.

  Business Response

  Date: 03/20/2023

  Greenville Water spoke to the account holder and explained the policy regarding non-payment and unauthorized usage, related to this customer’s account. The customer’s concerns are now resolved. Greenville Water serves our customers by protecting our water resources and providing affordable, pristine water for our community. Customer Service specialists are available Monday through Friday, from 8:00 a.m. to 5:00 p.m., by calling ************ or visiting our office in person at *** ** ***** ******* ********** **.
  

  
  Thank you,
  
  

• Initial Complaint

  Date:10/05/2022

  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.

  We have a issue with Greenville water company. For past 2 months they have cut water off for unauthorized useage. Which is impossible. The first time we talked to a supervisor who accused of us lying. And hung up on me. Then a very nice lady called and said someone would be out to cut water on asap. When man came he said lock was on box and he had to fix pipe as whoever put on lock had bent the pipe. Now a month later water is back off for same unauthorized useage. So if box us locked how do they think we cut water on unauthorizuse?? And who knows how to turn it on even without a lock. And when had water ever been off in past 4 years more than a day? Shouldn't thus be on records? Have called and asked for a supervisor twice and was told they would call me back. Noone has called to resolve issue. Now my water is off once again. This is ridulous and I do not have 500 for a bill. There are 2. Two pep in a one bath condo so how was 500 used? I can assure you I don't knw what the heck they are talking about. Just because we gave to use their water does not mean we should be treated as liars or thief. If anyone bothers reading this can someone at least call us? Very unprofessional to be hung up on.

  Business Response

  Date: 10/06/2022

  Greenville Water spoke to the account holder and explained that all non-payment and unauthorized usage policies have been followed, related to this customer’s account. The customer’s concerns are now resolved. Greenville Water serves our customers by protecting our water resources and providing affordable, pristine water for our community. Customer Service specialists are available Monday through Friday, from 8:00 a.m. to 5:00 p.m.

• Initial Complaint

  Date:09/27/2022

  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.

  In August of this year I and my family were on vacation out of town and without internet. During this period of time I paid utility bills using my phone. On August 15 between noon and 1 p.m. I tried to pay Greenville Water bill using my phone; however, their automated system didn't work and no live service was available. I talked to front desk (should be on record), but she couldn't help me as well. When we returned to Greenville in September, my water supply was disconnected, which put my family in extremely discomfort situation. To return the water supply, I had to drive to Greenville Water and pay total including high late payment fee. This type of the customer treatment is lawless and insulting.

  Business Response

  Date: 10/03/2022

  REPLY:  Please let me express our sincere apology for your inconvenience and the unexpected system malfunction that prevented you from making a payment.  I see that your phone number was updated 9/23/2022 on your account.  I have waived the $40 non-pay fee which will be credited to your account.  To eliminate the burden of having to remember to pay your payment and avert disconnection, I would encourage you to consider auto-draft.

   

  Please do not hesitate to call our office if you have any further questions. Our office hours are 8:00 am to 5:00 pm, Monday through Friday.

    

   

   

  Thank you,

   

  Meredith A****

  Customer Service Assistant Supervisor

  Greenville Water

  ***** ********