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Marlboro Water Company Inc. complaints

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830 Highway 38 South
Bennettsville, SC 29512-4605 | Get Directions

(843) 479-8988

http://www.marlborowatercompan...

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Total Amount in Dispute:
$7,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Marlboro Water Company Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Marlboro Water Company Inc.

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5/24/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $7,000.00 Amount Settled: $0.00

Customer Complaint

5/2/2022

I am an elderly handicapped individual who inherited my family's home. We have had quite a few of people who said they knew what they were doing working on the water pipes in my home with no or very little results. The last person who worked on my water pipes took the matter to the water company because he thought they were being excessive and charging. I will admit that this is an older home but considering all the work that has been done I do not think that it is in as bad a shape as water company suggests. After the last plumber went to the water company he took a lawyer with him who agreed that the water caused was excessive. I have some work done through a project called the South ohatchee project and I honestly got on the phone and begged them to leave the water on. As soon as the project was completed the last person who did work on the house went to the company with a lawyer and both of them agreed that the cost was successive considering the work I had done and the amount they were charging. I tried calling the company myself to talk to the manager and he answered but just passed me on to other office. After the last worker and the lawyer left the company I received word that my water was about to be cut off. I looked at the bill the worker hand me and it was $7,000. He offered to wait while I drew some water up but I knew it was not possible. It was also not possible for me to come up with $7,000 since I am on a fixed income and live alone . cut off my water. Resolution Sought Turn my water back on and hopefully find some reasonable repayment plan as I am on a very limited income. I cannot return home until this situation is rectified.

Company Response

5/12/2022

This customer has been off of our system since 2018. She had previous issues with her pipes with constant leaks. We never stated at any time about the condition of her home and no plumber came with a lawyer to our office. We do not discuss a customer account with plumbers or anyone except the customer. She did however, contact a local attorney who contacted us and we worked out payments with the complainant. This was not the first time this situation happened and we worked with her over the course of several years. She had leaks and we worked with her on paying and did not disconnect her. This was an ongoing issue. Then she stopped making payments that were agreed on and had more huge leaks that caused the bill to go up. Nothing was being paid on this and we had no choice to disconnect the service. Since this time we have not heard anything from the complainant regarding her services or her trying to work out any payments. Our company has went above and beyond to try to help and we haven't had any contact with the complainant since 2018! We made several adjustments for the leaks she had which is more than we usually do. We worked with her from 2012 to 2018 and made sure that she was not without water, but you can only do so much. As far as the condition of her home, we do not have anything to do with that. We also would never state anything to a customer about it since it does not involve our water company.

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