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:06/06/2023

  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.

  I purchased this home in sep 2022 was not aware of the back dated charges im partially disabled meaning if the sewer is shut off it could mean a heavy health risk stanley m***** brought it to my attention about a leak in the water system i tried to pass it over but was met with this is sewer water is a different company this is just not right on all levels 367 plus another 200 dollars that is way to high i feel bullied and threatened for something i had no clue of thats unfair.

  Business Response

  Date: 06/07/2023

  Hello,

  It is the customer responsibility to know their utility providers. A request for refund will not be warranted as this is the homeowner responsibility. South Carolina Water Utilities is a regulated utility company and in the tariff, we can only back-bill sewer services no more than 6 months based on lease/closing documents provided. This information can be found on our website at www.***********. If the customer is facing hardship, we do recommend agencies that may be able to assist. Please contact 803-699-2422 and speak with a representative that will provide more information on hardship. 

  Customer Answer

  Date: 06/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: they as a company hides behind those words i have spoken to a few neighbors and they have said the same thing its a unfortunate that it comes to this with the economy at this point.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/02/2022

  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.

  I established sewer service July 2022, August 2022 I received a bill for $333.32 which included a $20 transfer fee. I didn't transfer service from anywhere. I was charged from January 1-June 6, 2022. I was not told about this when I established service. Since then I was paying my bill but on October 10, 2022 a notice was left on my door that my services were cut off. $60 penalty fees have been added, October 25, 2022 I was charged $59.87 for sewer services that are cut off. November 2022 I am charged again for sewer services $3.86, late charge $13.78 and late charges in October 2022 for $17. How are they charging for services that they cut off and adding late charges and penalties? I should have been told in the beginning that I was going to be charged for the previous 6 months. Palmetto utilities claim they have sent letters which I have not received so they are charging me for their stamps and postal fees that THEY did on their own those fees are not my problem and I am not paying their fees

  Business Response

  Date: 12/05/2022

  Hello and thank you for notifying South Carolina Water Utilities of the complaint for ******** *****. Mrs. ***** has been advised about her back billed charges and has made a complaint with the Office of Regulatory Staff. Prior to disconnection, we are required to send 2 notifications via certified mail to inform the customer of getting disconnected. If payment for the amount on the notice is not satisfied, the customer will be disconnected. While customers are disconnected, late fees will generate monthly on the owed balance. Also any other charges prior to disconnection will be billed on the next invoice. After review, all charges are valid on the account and is owed by the customer. If for any reason the customer cannot make payment, we have options for the customer by speaking with a customer care agent at ************.

  Customer Answer

  Date: 12/05/2022

  
  Complaint: ********
  
  I am rejecting this response because: I did not receive any notices and the sewer has been off since October 10,2022 so how is it valid for late fees and still charging me for service I do not have 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 12/06/2022

  Good morning,

  The customer has made a official complaint with the Office of Regulatory Staff. All communication now has to be directed to that agency. South Carolina Water Utilities have provided a response to the Office of Regulatory staff on 12/05/22.

   

  Thank you.

  Trevona L**

• Initial Complaint

  Date:11/30/2022

  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.

  29 Nov 22 345.00 The company website does not allow you to register an account, I have tried numerous times to check and pay my bill online. It says invalid email but will send an email to my personal email talking about a customer service survey. But they can't locate my email address. Makes no sense, placed a disconnection notice on my door today without any phone calls or anything from the company. No phone calls from the company, emails of disconnection, or November bill stating disconnection. I can't login to check for the status of my account because I'm always traveling and barely home to check my mail.

  Business Response

  Date: 11/30/2022

  Hello, At South Carolina Water Utilities all customers are able to go to our website at swwc.com/sc to create an online profile. The customer must have their account number and 4 digit verification pin. If the customer does not have or know their account number and/or verification pin, please contact a customer care representative for assistance. The telephone number is 803-699-2422.

• Initial Complaint

  Date:06/23/2022

  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.

  I began to rent a home owned by ****** Homes November 2021 and never received any notice on palmetto utilities sewer or any indication that the service needed to be set up. Fast forward until May 2022 I received a notice on my door to set up a new account. I contacted the owner of the home ****** homes and they advised that I needed to set up the service so I did. Upon receiving my first bill of $445.08, I contacted palmetto utilities only to find out that there was some form of audit done after I moved in which determined services utilized and at this point I'm not sure of how I received such a large bill for service that I never knew I had to set up. Upon moving in the property management company gave me a list of the utilities that I needed to set up which included gas water and lights. I had to provide them in account number for all three in order to begin the process of moving in I was never informed of palmetto utilities or I would have set up the service. now when I call palmetto utilities their advising there's little that they can do they've given me some assistance numbers which cannot help at this time so I would just like to form a complaint because I know that there are many residents in my area who are affected by this based on a palmetto utilities worker in the area. This is a process that needs to stop with the utility company because it only puts the consumer in a bad position when we receive such large bills unexpectedly. Can someone please assist me and many others who are in the same situation with this practice that seems almost illegal. We the consumers deserve and demand palmetto utilities be held accountable for the mistakes that they have made that are now reflecting upon us as consumers.

  Business Response

  Date: 07/07/2022

  Business Response /* (1000, 5, 2022/06/24) */ Hello, Please advise the consumer she may visit the our website at www.swwc.com/sc that discuss why she is being back billed for service. We are regulated utility and under the regulation 103-533.2 states we are allowed to back bill a customer that has benefitted from service while living in a home up to six months. This is determined by the closing date on the lease or HUD statement. It is not the responsibility of the utility company to advise the renter or owner of our services. If the consumer have any questions, please have them contact a customer care agent at XXX-XXX-XXXX. Consumer Response /* (3000, 7, 2022/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) No I do not accept this generic response. They have sent an enormous bill that has but my family in a bind and how an I suppose to know what services to sign up for is an area that this company services? Again this falls on the customer! Business Response /* (4000, 9, 2022/07/05) */ Hello, If the customer is having a hardship with paying their bill, we can provide agencies/assistance programs that may be able to help and installment plans we offer in-house. The customer may contact our office for assistance at XXX-XXX-XXXX or go to our website at www.swwc.com/sc/community-assistance/