2 Customer Reviews
Review from Dennis L
1 star02/27/2024
Nothing but issues and attitude with this company. I'm a out-of-state landlord and have a rental property that uses this company for the water service. Their bills are mailed on a postcard covering 2 months of service at a time. They have no "customer portal" on their website to setup recurring payments. In order to pay them I need to wait for the post card to show up, then go to their website, click on the "payment" link and manually enter all of customer information and amount I want to pay. There is no option for "recurring" or automatic payments.Today (2/27) I had a bill that had a due date of 2/11/2024, which I received within the 5-7 days or so. There is no possible way I received the bill before the due date. Granted, I acknowledge it is my mistake that I did not catch that the bill was unpaid, however on 2/27/24 (16 days after due date) they shut off the water for my tenants without notice. I do not have a previous "past due" amount nor have I received a notice that the water would be shutoff. I called their main number and the person I spoke to was rude, confrontational and demeaning. They demanded that I pay the bill as well as a $100 reconnect fee. In order to get the water turned back on, I paid the bill and the reconnect fee.The experience in dealing with this company is the worst and if you have any other option I would suggest using that instead. If I treated my tenants (customers) the same way Dan River Water are treating their customers, I would be out of business. Unfortunately the rental that I have is only serviced by this company.Review from Patricia H
3 stars07/27/2023
I received a bill back in June that had a Due Date of 6/11/2023 (which was a Sunday). I was unable to pay the bill by the date as I was waiting for my Social Security check to deposit on Tuesday. I got waylaid and ended up going to the DRW web page on Friday the 16th and paid the bill. On Saturday the 17th I got a note that my payment was over due. I did not call because I checked and the payment had gone through on the 17th which was only 6 days past the due date (5 if you do not count Sunday). Also the back of the bill states 'If bill is not paid in 20 days there will be a late fee'. Then I get my Bill today 7/27 and there is a late fee on it for $30. I called and spoke with a female who said that payment was due within 20 days of date sent. I told that was not what the bill stated. If that was so then they needed to change the wording on the back to state this. She was not very nice, but did say she would take the late charge off. Then hung up on me.
Dan River Water, Inc. Response
08/15/2023
Hello Ms. ****. This is Jesse C*****, utility manager here at Dan River Water. I am sorry for your experience with our facility. We will work together to resolve your problem. If you have any questions in the future, please contact us and we will be happy to answer any questions you may have. Have a great day!
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.