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Business Profile

Utility Water Company

M and R Utilities Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Water Company.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/26/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Been trying to get in contact with this business with no answer, cant even leave a voicemail, no response to emails. Our water is yellow coming out of all of our faucets, toilets and showers. This is not the first time weve had water issues and this is not the first time we havent been able to get in contact. This is ridiculous, never had so much trouble getting in contact with a business. Something needs to change.

    Business Response

    Date: 12/06/2024

    Thanks for sharing this with me!

    First time I have seen this complaint.

    We were having issues with the well until

    Customer complained and we had well drilled come and fix issues!

  • Initial Complaint

    Date:08/14/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 is turned no email no call i cant even see the bill. Cant contact anyone in ******** i need my water on

    Business Response

    Date: 08/14/2024

    He was calling yesterday while the well was down!  Our technicians were all in the field trying to restore water services to all customers!  
    They cant accept calls while working on the *****.  The well was reported to us and we sent technicians!  It was back on within 30 minutes of their arrival time.

    The Invoices are emailed to all customers on the first day of every other month.  The next billing is scheduled for September 1, 2024.  This customers account is set up for auto-draft.

    We are here to help and service our customers.  In order to repair water lines in a timely manner, our technicians are not allowed to have telephones on well sites!

    I am sorry for the water outage.   The service was restored in a timely manner.  We have no messages, emails or texts from this customer!

  • Initial Complaint

    Date:06/20/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Ive never dealt with a business that is so hard to reach!!! *** tried so many times to call in order to resolve my bill issues, but only one time someone actually called me back after I left a message ( it only took 3 days!) and a young lady said she would look into it for me and I never heard back again. I left a couple more messages and still after a month nobody has reached out to me. I guess they are waiting to hit me up with a huge bill! Im disgusted with them and if the customer is willing to settle a bill they should not have to go through obstacles and hoops to do so!

  • Initial Complaint

    Date:05/14/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 water "utility" company are HORRIBLE...my water has been off and on, mostly off, the past three days. I work for a living and need water. Their phone system is ALWAYS FULL, so you can not leave a message. The water itself is FILTHY... me and my wife don't even drink the water. Except the water in our kitchen which runs through a water filter. And every time I change the filter.... the HORRIBLE c*** that is in the filter when you break it open is sickening.

    Business Response

    Date: 05/22/2024

    There was a terrible break in the line in

    a customers yard that caused the issues!  We worked around the clock for four days trying to find the issues!  We spent over $4000

    for repairs and we tested the water with EPD and handled all steps EPD requires to provide safe drinking water for our customers!  The main water lines have been repaired and the well water tested fine after the broken lines were repaired, flushed, and water tested!!!!

    Customers have to know we are all human and we were working diligently to find the issue during a two day flooding rain storm!  

    Please reply to them for us and remove this incorrect t complaint!

    Customer Answer

    Date: 05/26/2024

    [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:05/13/2024

    Type:Order Issues
    Status:
    Answered
    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.
    They never answer the phone I've been trying for months. they were 2 months late to send a bill so I couldn't pay it and then sent 2 bills too me at the same time and expected both to be paid in a week, when I couldn't pay the second bill my water was shut off and I cannot get in contact with them. they never answer the phone and never give you a call back when a message is left. You would think for a company to have the authority to dictate someone's water supply they would have the decency to answer a phone.

    Business Response

    Date: 05/22/2024

    This is the ******* Branch subdivision where it had been raining much and a 2" water line over five feet in the ground was busted in three places!  Almost impossible to find, but our crews worked 24/7 until

    the probelm

    was resolved!

     

    ePD TESTING WAS DONE AND LINES WERE UPGRADED AND EVERYTHING HAS BEEN Fixed - as fast as possible!

  • Initial Complaint

    Date:04/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 the water company for our street residents. They are constantly having issues with the water system breaking and going out. They are the hardest company to get ahold of. They rarely answer the business phone. I have the two numbers of Im guessing its the owners and they only answer when its convenient or if they feel like theyve been bothered too many times. We have been without water for 24 hours now and theres no sign of it being fixed yet. Other residents have called and one lady told her that they will send someone out this weekend to look at it when supposedly they were working on it last night. We are expected to pay their fees on time but they cant take the time to be there and available for their customers. Horrible customer service! I would really appreciate a response back when theyve been notified and how they plan to make their services more reliable.

  • Initial Complaint

    Date:04/12/2023

    Type:Product Issues
    Status:
    Answered
    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 water company does not answer phone calls, they have a recording asking you to leave a message. I've left several messages asking for a call back. I have never received a call back, and speaking with my neighbors they have had the same issues of no calls being answered or returned. We moved in in September and did not receive a bill for about 6-7 months. finally received a phone call saying they were having billing issues and now I owe $807.00. I have a &500.00 limit a day on my debit card and could not pay all at once. She said she would take $500.00 that day and the rest the next day for the $307.00. This was not my fault! One of the first messages I left was that I did not want to be delinquent an need a bill. How can you run a business that does not have courtesy to respond to customers inquires? Some of my neighbors received bills in the $500 and $600. range. They could have sent out letters if there was billing issues. But these exorbitant bills came out of the blue ! I 'm going to approach this in a different way by writing a letter asking not to deduct the next bill from my account automatically . ( who knows if I'll have enough money in it ) Hopefully I'll get an invoice showing usage this time. I guess I'll see if someone reads letters .
    .

    Business Response

    Date: 04/28/2023

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

    I met with **** ******, her husband and a neighbor. They visited my home.  I explained what was going on with our companies and I apologized and sent them the information they requested concerning the fees for the initial billing for their new home.

    If the is not satisfactory, please call me and I will take actions necessary to remedy this situation as soon as possible.

    With kind regards,

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

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

M and R Utilities Company is NOT a BBB Accredited Business.

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