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:05/10/2024

  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.

  on 05/07/2024 i went into the office to pay to turn on my service that was turned off by the person that was renting my house, before i could turn the service on I was told I had to produce evidence that I own my property in which i did this in 2022 when i originally purchased the property, I also had to produce evidence that i had credit with other utility company which they had my history of no late payments etc. After producing all of this I paid $150.00 in which I was told the service would be turned back on the next day which included, water, gas, and electricity. On 05/09/2024 I called and spoke to *** the same person that I paid and she advised me that all services were turned on on 05/08/2024. On 05/10/2024 a home inspection was being done by a prospect buyers inspector. At approximately 12;30 pm on friday 05/10/2024 I received a call from the real estate agent advising me that the was wasn't turned on and the inspector was going to turn it on, I then called the City of Hampton and spoke to *** again and she advised me that the service was on, I advised her that the service was off not running inside the house, she then transferred me to the City Manager ********************* who I advised her of the situation and she told me if that inspector touches anything on the outside that I would be finned $5000.00, I advised her that I'm not there and I can't control the prospect buyers inspector who I don't know or have his contact information of what he does and it's not my fault that the waters not on, then she said the girl *** had only been there a few days so it's not her fault, then she hung up and me and I called *** back and she told me she would have someone call me back today as to what is going to happen, it's now the end of the day and no one has called me back.

  Business Response

  Date: 08/12/2024

  ************** came in 5/7/2024 to establish utilities at *****************************************************************************. All customers are required (even if returning) to show proff of ownership of the home (i.e. deed, lease, rental agreeement, closing documents and/or property tax statement.). All customers are also required to pay a deposit on the account. For all services the deposit is $300, unless the customer provides a letter of credit from a previous/current utility company that shows consistant service for 6 consecutive months in the last 12 months. The last time ************** had services with the city was August 2023.  ************** provided a letter of credit from another locaiton and therefore was able to get the deposit reduced to $150.
  
  *********** put in the service order for water to be turned on and emailed for the electric to be read and turned on. Our water depoartment went out to ********************************************* at approximately 10:40 a.m. and turned on the water with a reading of ******.
  
  On May 10th ************** called *********** and stated the water was not on. We pulled the work order up and told the customer it was on according to our water department and we had a reading.
  
  After a couple of phone calls and being transferred to ********** we sent our water department back out and confirmed the water was indeed on. There must have been a customer cut on/off valve that was turned off. Customer also confirmed he was not onsite and was not aware of a customer cut on/cut off valve. The ********************** employees are not allowed to touch customer cut on/cut off valves as most are located inside and/or on private property.
  
  ************** cancelled services on July 7th. The first and final bill during the time the services (electric, water, sewage and garbage) was a total of $66.53. The deposit of $150 then was applied to his account and he was issued a refund check in the amount of $83.47 on June 28th.