ComplaintsforGreenville Water System

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  10/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  09/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

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

• Initial Complaint

  04/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a 91 year old veteran who is being bilked by the Greenville Water Commission. Construction activities in front of our property occurred for several days due to the addition of a new fire hydrant, pipe laying, and connecting our water meter. On Thursday July 22, 2021 I discovered water gushing out of our yard from a break in our water line, and I called Greenville Water Engineering. I believe they sent an engineer out to look at it, but by the time I got out there he was gone. The only person who talked with me was Miguel P****, the crew supervisor. P**** told me that the break occurred while they were working on Monday, and that he could fix it. I told him to fix it, because we had visitors coming from Texas and had to have water in the house. Our water was off Thursday afternoon, Thursday night, and most of the day Friday. On Friday July 23, 2021 P**** and his crew connected some of the blue hose that the Greenville Water Commission now uses, and fixed the problem. Then he said we would have to pay them a reimbursable $1,500.00. This was a lot of money for fixing the problem they caused and turning our water back on, but we had to have water in the house for our family and visitors, and it was going to be covered by the Water Commission. Since then the Greenville Water Commission has refused to reimburse us for the payment.

  Business response

  04/06/2022

  This customers service line is the same age and material as the main that we replaced due to being at end of useful life. He was offered a partial reimbursement of the replacement of his service line, but he declined the offer. Our contractors were working in the neighborhood and he was the only one that has had a service line issue. He was provided assistance in determining the location of the leak when it occurred. Had it been determined that our contractor had indeed damaged the line, GW would have fixed the line. We would not offer to install an entirely brand new service line free of charge due to a leak.

  For additional information please contact Mark H********* in Engineering. 

• Initial Complaint

  01/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a customer at Greenville Water and since they went to their new system and I had a water leak, They keep coming out here turning my water off. I make a payment, suddenly my bill is sky high, they turn off my water. It's only my husband and I and we do not use the amount of water on these recent bills since the leak. They claim i'm responsible for all the water lost and somehow they are taking a loss too. Where is their lost. I've had my water turned off 3 times since the leakage and they went to their new system. Something is very wrong.

  Business response

  01/07/2022

  Reviewing Ms. ********’s account, I will start with 10/25/21
  10/25/21 – the account was disconnected as the full balance for the September bill was not paid.   Upon receiving a call from Ms. ********, as a courtesy, the $40 non-pay fee was waived.  In addition, an adjustment was made due to a leak on the service line in the amount of $39.96.  (adjustments are 50% of the loss)
  12/22/21 – there was a problem with the payment received for the November bill and Ms. ******** was notified in writing.  Because there was no payment received, service was disconnected.  However, services were restored for the holidays with a partial payment of $55.00.
  1/4/22- the service was disconnected because of no payment.  Same day, Ms. ******** came to the office and paid $160.69 to restore service.  A service order was generated to restore services.

  We are happy to assist Ms. ******** and answer any questions she may have regarding her account.

   

• Initial Complaint

  11/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Greenville water did terrible job during the transition of new payment system. I was not able to access my account and could not pay, that caused my water turned off without proper notice. I ask someone from management team to contact me.

  Business response

  11/08/2021

  Mr. ***** spoke to a member of management on Thursday, November 4th.  We have transitioned to a new payment platform.  We are diligently working to correct some of the issues and apologize for any inconvenience.   We do offer several off-site payment centers including all Wal-mart locations.  For a full list of sites please visit our website at greenvillewater.com. Select pay bill, payment options and scroll to the bottom and select stores that accept Greenville Water payments. 
  Should Mr. ***** wish to speak to another member of management, I am happy to give him a call.

  Customer response

  11/08/2021

  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. 
  
  Regards,
  
  ********** *****

• Initial Complaint

  10/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The apartment Management did not resolve the problem with the water. When I was home, or at work my water was running without my knowledge. I called the property manager about the problem, and she told me that it was Greenville water problem to fix. I also call Greenville Water and they told me that it was the landlord for the property management to correct the problem. I was only credited $100 somebody account. They also said I was using 60000 gallons of water and I was the only one in the house so I'm trying to figure out why is my bill $950

  Business response

  10/08/2021

  Researching the account, Mr. ******** was experiencing high usage as soon as his first bill.
  3/13/2020 It was communicated that we needed a receipt of repair to consider an adjustment.
  3/16/2020 It was communicated that the meter was re-read and there is still water flowing through the meter. (Still leaking)
  5/5/2020 Mr. ******** called upset that his account was not adjusted and frustrated that someone was digging in his yard sent by the property management. Explained that we still have not received a receipt of repair and we need that to process an adjustment.
  5/13/2020 It was discovered that the service line had been replaced, tied directly in the meter and the check valve had been removed.
  5/15/2020 Email received with a receipt of repair.
  8/05/2020 An adjustment was processed based of a commode leak. Total adjusted amount $235.84 Balance owing $904.09
  8/18/2020 The account was disconnected for non-pay.
  11/25/2020 The account was turned off and lock.
  
  The adjustment was based on a commode leak as the receipt of repair documents commode leak.  However, the adjustment should have been based on a service line.  We have adjusted the additional amount. 
  The additional adjusted amount is $171.11
  Current balance due $822.99
  Total adjustment on this account $406.95
  3/13/2020 Last payment received was $250.00 
  Should Mr. ******** have additional questions, please do not hesitate to call 864 *** *****

• Initial Complaint

  09/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  GREENVILLE WATER IS CUTTING PEOPLES WATER OFF JUST TO GET EXTRA PROFITS I JUST GAVE THESE PEOPLE $820 A WEEK AGO AND THEY CANE OUT AND TURNED MY WATER OFF ITS A BAD PROBLEM SINCE THE NEW GUY TIOK OVER IS BAD WE HAVE CHILDREN AND OTHER BILLS TO PAY IM DISABLED MY CHECK IS $ 1100 A MONTH I GAVE THEM $820 OF THAT MY WATER BILL IS ALWAYS HIGHER THEN MY LIGHTS THUS IS SAD I have added the reviews SOMETHING NEEDS TO BE DONE THEY ARE OVER CHARGING PEOPLE FOR WATER SAYING I HAD unauthorized usage charges when I have proof no one was in the home at that time this is a VERY BAD PROBLEM

  Business response

  09/27/2021

  9/1/2021 Payment ($679) was received, and service was restored contingent upon Ms. ***** providing a commitment from share to pay the outstanding balance. To date, there has been no commitment and with the running balance service was disrupted.     
  Anytime there is unauthorized usage (using water without a contract) a fee is charged.
  Assistance is available and I would encourage Ms. ***** to contact ERAP at https://www.greenvillecounty.org/EmergencyRentalAssistanceProgram.aspx
  UNITED WAY: 866 892 9211 OR 211

*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. ↩