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:02/09/2023

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  Regards,
  
  
  
  ***** *****.    This is only a 3 dollar late fee. The amount is not the issue so much as I got bill the same day it was due. It is impossible for them to tell me they did not mail late. It is the only way it happened. They refuse to see they are in the wrong. I want justice because they are lying. There is no way they mailed on time to give me 10 days to pay. They gave me no time to be on time paying. How is that allowed? And person who answered option 1 when I called them a 2nd time because water dept didn’t answer told me that they did mail them late. So either that person is lying or the water dept is lying. So I’m confused and this is a monopoly as for I don’t think I can have a well at lake Keowee. So I’m stuck with this crappy business who doesn’t even know how to handle complaints at all since they are doing nothing but denting they’ve not done anything wrong. If that was true I would get my bills timely which is 10 days to pay not none  how can I get a resolution for something they won’t own up to. Wish they could be ethical but they are not boing that. I have zero confidence in their business processes!! I’ve worked in accounting for 35 years and this is very poor business pricesses!!! time. I also think they are a monlopy somewhat, as for the told me I could get a well, but that is not really good option if you want to make sure it's clean water. So I would like someone to make them mail bills to me to give me 10 days to process payment, instead of me paying late fees. I would also like the late fee taken off my bill. I think this is a way for them to get extra money form their customers and feel like they are taking advantage of their customers by doing this. So please help me resolve this issue. Also the last time trying to call them I let the phone ring for about 5 minutes and then someone finally answered, even though they would not resolve my issue. I was also told they were short staffed, which is probably why they are mailing these late, and then lie that they are not, but again they think if I get bill 1 day prior to due date, that they are not mailing late, but that doesn't give any time to mail a check back, so it is late and they need to recognize it!!

  Business Response

  Date: 02/15/2023

  ***** ***** BBB Complaint
  Service Address: *** **** **** Court
  Account number: *****
  
  The customer called to complain about a late penalty, and bills being delivered to her home late. Her account history shows 4 penalties. The months that she had penalties assessed, she had 15 days to pay, 18 days to pay, 17 days to pay, and 12 days to pay. We offer multiple methods for customers to view and pay their bills. The most convenient is our automatic draft option. For customers who wish to pay online, we have an online payment portal. We also offer payment by phone, and a drop box at our office. In her complaint, she states that she needs 10 days to pay. She had more time than that each month that she received a penalty.
  
  The customer’s claim that she called, chose option 1, and spoke to someone who told her that we had waived late fees, is clearly false. Our phone system has an automated answer and menu system. The selection of option 1 takes the caller to our automated phone pay system. The voice is a recording. There is no live assistance available with that phone option.
  
  The customer was made aware of all payment options, but refused to accept any suggestions. She continued to yell that she had spoken to someone on option 1, who told her that there would be no late payment penalty last month. When we told her that was not possible, she repeatedly told myself, and the billing clerks, that we were lying to her.
  
  We have waived our penalties for the current billing month, since our billing system crashed when processing our bills, and they were sent out several days late. I spoke with this customer, and explained our many payment options available. She continued to call me a liar when I answered her questions, and she was not satisfied with my refusal to remove her late penalty. Given our payment options, I do not feel that her claim is valid.