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Business Profile

Utility Water Company

Paintsville Gas & Water Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Water Company.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:03/10/2025

    Type:Billing 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.
    The Feb 25 bill meter reading seems way off and much too high. There was a recent flood so I think they're price gouging

    Business Response

    Date: 03/28/2025

    The "second attempt" letter was received March 28, 2025, and is the first communication we have received regarding this matter.  The customer should contact our office to make sure all contact information, including the account holder's name, is correct on their account. They have a leak which appears to be getting worse with usage every hour of the day and night.  Their next bill is higher.  Once they repair the leak and provide documentation of same, a courtesy leak adjustment will be available as part of our standard policy.

  • Initial Complaint

    Date:06/26/2023

    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.
    Been a customer for over 5 years and have never been disconnected. The last few months I've been having problems with paying bills since everything has gone up in price and my brother's insurance has been going through changes with their network coverage so have been having to pay more out of pocket to get his medical supplies. I looked on the Paintsville Utilites website to see if they offer help and seen where it says (under their policies section) 6.) Deferred Payment Plan. I decided to read it and see how you can go about doing it and it says;

    1. If Customer has maintained the account in good standing for the past twelve (12)
    months, Supplier may agree to a Deferred Payment Plan with Customer to cure any
    delinquencies on the account and permit the Customer to continue to receive utilities services.

    2. The Deferred Payment Plan shall be subject to the following terms:
    a. For past due amounts under three hundred dollars ($299.99 and below), the Plan
    shall divide the past due amount into equal portions. A portion of the amount past
    due shall be added to the regularly occurring future monthly charges, and repaid
    over a period of time not to exceed six (6) months;

    When my brother asked about it they at first said they didn't know of any deferment plan, just a budget plan if you had gas through them. When he brought in his phone, they then said it was if you had a recent repair or leak that was when they would do that.

    My complain is if that's what it for, then why not say that in the pdf it makes you download/view? It's really confusing that neither gas, leak, nor repair is mentioned in the plan itself.

    Is there any way to update the document or anything so others don't get confused or their hopes up when they are struggling?

    I'll upload the document with this down at the bottom so they can see for themselves or others can see, not sure how it works.

    Thank you.

Paintsville Gas & Water Company is NOT a BBB Accredited Business.

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