Complaints

This profile includes complaints for Moore County Public Utilities's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Moore County Public Utilities

  5227 U.S. Hwy 15/501 Carthage, NC 28327

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  Moore County Public Utilities

  PO Box 1927 Carthage, NC 28327-1927

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:06/14/2022

  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.

  Moore County public utilities is charging me for charges that I did not consent to. I resided in a rental property from 5/21/2021 through 5/22/2022. I was charged for services clear up until 6/1/2022 and I moved out on 5/13/2022. I had numerous conversations and emails with Moore County and they advised that I had to keep it in my name until the new tenants completed the application. I understood this process. However, the new tenants submitted an application on 5/27/2022 and I was informed that once they completed the application it would go into their name. I was sent an email and asked if I could have my statement go to 5/31/2022 and I stated No. and again and was asked if I could be charged until 5/31/2022. I have emails to confirm what was written. Moore County will not back down and they’re taking the charges out of my deposit. I feel like this is corrupt billing.

  Business Response

  Date: 06/16/2022

  TMs. **** contacted our office on 5/20/2022 requesting to discontinue her services at ** ****** **** ** as of 5/23/2022.  Our policy requires the services to be turned off to prevent further use of water when a customer makes a request to stop their service.  The account holder is responsible for the bill until the services are physically turned off or until someone else makes contact to establish service for the same address, thereby accepting responsibility for the services.  Ms. **** did not want the services turned off and the owner did not provide information to establish service in their name until 5/31/2022.  Therefore, Ms. ****’s account had a closing date of 6/1/2022.
  Ms. **** states she moved out 5/13/2022 but was aware someone would be in to clean. Ms. **** received a bill for $66.53 that was mailed out 5/19/2022.  This bill covered read dates from 4/18/2022 to 5/16/2022.  The meter for the residence registered 3782 gal and the irrigation meter registered zero gal.
  The customer’s final bill was mailed 6/8/2022 indicating she will receive a refund check in the amount of $99.17.  The final bill is $34.30 and covered read dates from 5/16/2022-6/1/2022.  The meter for the residence registered 219 gal and the irrigation meter registered zero gal.
  I’ve marked on the attached fee schedule the monthly base rates for the meter at the residence, sewer at the residence and irrigation.  Also marked, is the commodity rates for each of these categories.  Adding the base charge for each category (which is charged each month and does not include any consumption) totals $32.58, the 219 gal used is $0.72 on water and $1.00 on sewer which comes to $34.30 final bill.  Add to this the previous bill of $66.53 this total $100.83.  Customer had a $200.00 deposit so the total billed was deducted from the deposit creating a refund due Ms. **** in the amount of $99.17.
  After speaking with Ms. ****, myself, I see there was some miscommunication between both parties.  Ms. **** had previously lived in an area where the water company accepted whatever date the customer gave without having to disconnect the water.  So, when one of my staff said the water would be disconnected, the customer did not want that to occur but also didn’t want to be responsible after her chosen date. When presented with the question of whether she wanted to leave the service on until the end of the month (5/31/2022), she responded negative. My staff was not suggesting she pay anyone’s bill but knew Ms. **** was already responsible for the month’s base charges and a few more days would not affect the bill much if at all.