Complaints

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pink, ***** and black water with sediment and curdled looking floating particles since Saturday 6/25. No one has answered the phone or returned our call from a voicemail since October of 21!! No emergency line or which should be illegal since we cant shut our own water off. This is ridiculous. They have multiple high risk water quality issues listed against them. We have children and we cant bathe them in black and ***** water with sediment in it!! We have animals that require drinking water and currently the water fowls pool is black!!! I want a call back immediately a credit and remedies in place.

  Business response

  07/11/2022

  July 6, 2022
  
  
  
  To: Better Business Bureau 
  
  Re: Marion Water Company Complaint
  
  Marion Water Company received a call from the complainant on 6/26/22 regarding sediment in their water. Our office manager returned the call on 6/26/22 and explained:
  
  at the beginning of summer sediment (which settles in pipes during low volume winter and spring months) can dislodge with sudden increase in volume; typically, the first heat wave of the summer.
  
  Our System Operator and Vice President spoke to the spouse of the complainant at their residence on 6/26/22 during their meter reading stop.  They restated:
  
  sediment in the lines and the resulting discoloration in water can happen at the start of summer, 
  they also explained the problem could be remedied by flushing the water main prior to water volume increase at the onset of summer,
  and that our system operator had been actively flushing sections of main but had not done that section yet,
  that section of the line was flushed by the System Operator on the afternoon of 6/26/22,
  the spouse was shown where the meter box and shut off valve was located, (Many municipalities have laws against customers turning off their water supply.  Marion Water Company is a non-profit  community water system owned by members including the complainant and governed by a ***** of *************** I am unaware of any law prohibiting members from turning off their own service)
  
  MWC's  President called the complainant's spouse on 7/4/22 and left a voicemail.  The spouse returned the call on 7/5/22 and reported no sediment in the water at that time.  The spouse expressed concern over a lack of an emergency contact number. The President told him our office manager has traditionally been very responsive to calls. He asked the spouse if he was aware of the annual membership meeting which took place on 5/18/22? The spouse indicated the notice was not seen until after the meeting. The President told him the new ***** of ******** and the Officers in place after the meeting were actively working to formalize MWC standards and practices to be more proactive with regards to preventive maintenance, capital budgeting, and communication. With regards to a credit, the matter will be on the agenda of the next ***** meeting scheduled for 7/13/22.
  
  
  President, Marion Water Company
  

  
  

  Customer response

  07/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  My two remaining concerns are that ******** only returned 1 call in 8 months once a president was accidentally involved and the admission by ******** during said call that Marion Water flushes their lines every 2 years which is unacceptable to us. Hopefully there really are things in the works to raise that standard. 
  
  Sincerely,
  
  *********************

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