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Business Profile

Utility Water Company

Martin County Utilities

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:08/10/2024

    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.
    About a year ago I called water department for Martin county to ask why my water bill was so high if my husband and I are never home. Being a first time home owner I wanted to make sure I was getting billed the correct amount. After that phone call, my water bill went down about 45%. I was surprised and happy to finally say they found the mistake and fixed it. Just last week I received a letter saying there was a malfunction in my meter and now they have to charge me 574 dollars. I called them and said thats ridiculous how do you know I was there at my house? This is not may fault. They had to check the meters right? On a monthly bases? Why am I getting punished for this. So I said I cant make that payment and then this lady at the water utility department told me to pay 50 dollars that day and she will put me in a payment plan. Didnt like the idea, but I guess it was better than paying in full. I dont have the money. I have two little kids I need to feed and take care of. I dont have a full time job. I lost it due to Covid. And now Martin county utility department is trying to mess with my family. After 4 days of this arrangement, I went to buy food for my son who starts school Monday and my card was declined. I saw that this department charged me the full amount after I told them I cant. I was in the negative now I have no money. I filed a report with my bank but they will give me the money back after 15 days. My kids cant wait 15 days for me to go and get food for them? This is ridiculous. After this bad experience in my family, I do not wish pay anything back and a request a full refund 574. If they were doing their job they would have noticed my meter was not working or malfunction like they said on the letter from the beginning.

    Business Response

    Date: 09/04/2024


    The payment of ****** was drafted on 8/9/2024 in error as discussed with the ******************** ******* on August 12, 2024. The payment was returned by her bank on 8/14/2024 and we reversed this payment from her account. She was advised by the customer service staff if there are any return item fees or a charge for disputing the payment to send a letter or documentation from her bank such as a copy of her bank statement showing the return item fees that were charged to her account due to this error and we would credit her Martin County Utilities account. As of this date 9/4/24. We have not received any documentation from the customers bank. We have set the account up on the originally agreed to payment arrangement. Also I want to advise this is the first time I am seeing this complaint. I have not received any other notices prior to this notice.

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