Berkeley County Public Service Water District - Martinsburg, West Virginia

Dru S.

I have called the water department maybe 15 times this morning. There are only two options, press 1 for billing, or press 2 for anything else. Have waited on hold for a combined 40 mins when I pressed option 1. Option 2, is “Daisy” who hasn’t been available since they opened. Straight to voicemail. Somehow, giving someone money for my water bill is almost impossible EVERY SINGLE MONTH. Someone needs to figure something out in this place.

Charm M.

I spoke with Jackie and she was not pleasant to talk to over the phone. Felt like she didn't want to work there but answered the phone anyway. I just purchased my property here in Falling Waters and I moved in and it's cut off. She was passive aggressive. I went to the office as the online was not user- friendly, and they lady who assisted me is also not welcoming. Very grumpy people. To add to my disappointments, the lady who took my payment said my service was never turned off. She said, "I checked, your service is ON." Lol So I went home and made sure the water valve was not off, and it wasn't. I contacted my realtor and she reached out to the seller, then the seller said she terminated it yesterday and provided a proof that it was terminated. Not only she was clueless, but when I called her back to tell her, she did not even acknowledge that she misinformed me. She said, "I'll open a work order have a nice day" with unpleasant tone. If you collect people's money for service, at least train your employees to treat customers with respect and decency!!!!!

I love West Virginia but do better in providing customer service, especially to those new customers!

Change your water company or restructure your front desk to make sure you train good employees!!!

A B.

Let me start by saying not all of them are bad. But just like ONE BAD COP SPOILS IT FOR ALL. If you don't have enough people to pick up the phone hire more with the $ you steal from us. You over charge then once you don't answer the phone for a payment turn off service then charge a deposit to turn it back on is CRAZY WORK. They could careless about the service they give it's a darn shame. Everyone on here seems rather tired of this treatment as hard as we work this is sad. I WOULD NEVER AGREE WITH ANYONE ACTING OUT BECAUSE OF YOUR TREATMENT. BUT WE SEE IT ALL THE TIME BAD TREATMENT TURNING INTO SOMETHING BIGGER WHEN ALL YOU HAVE TO DO....IS TREAT PEOPLE BETTER....PLEASE BE BLESSED AND DO BETTER...❤️

Laquonia G.

Absolutely terrible!!! Bill paid water still turned off as if they didn't see the payment. The lady who took the call acted as if she was doing me a favor sending my account for reconnection, when it should have never been turned off in the 1st place!!! Then your supposed to wait 24hrs for reconnection is absurd! Then it feels like you are paying your water bill twice a month, what type of 1990 billing system do they have? WV is evolving with lots of new homes, businesses etc. I think it's time to consider a new water service provider for the area or a complete reset of the current one.

Lauren B.

My water was turned off with No notice, with a infant child in the house. I called in to pay my bill and was hung up on, then i called back to talk to a supervisor (Crystal) was told she was in a meeting and couldn't talk, then called back and asked for the supervisor (Crystal) again and they told me she left for the day. When I talked to the reconnection department they told me they had no notice to turn it back on and Operator 120 tried to reach out to them and got no Answer. When i asked to Talk to Crystals supervisor i got laughed at and told no and hung up on. How do these employees work for Berkeley County. This is a embarrassing to have Kathy, Stacy and Maddie serve residents of Berkeley County this way and to treat customers with such disrespect. The only person that was helpful and understanding and polite was Operator 120. Berkeley County needs another water source because this is absurd.

nicole A.

Our bill used to be super cheap…$30 a month to over $150 less than a year later if not more?! Trying to get on and pay your bill because nobody gives you an account number or due date is actually like the 7th layer of hell. After being disconnected multiple times, I’m then put on hold for almost 20 minutes now and still counting. If they weren’t constantly threatening to shut our water off I wouldn’t have considered putting in this much effort into reaching out but yanno. They’ll shut it off then take their sweet time to come reconnect it when they can’t communicate to their customers. I’ve been told a different due date 3 times now. Embarrassing that this is the only water company in this area and this is how they operate.

Godiva K.

Worst company ever. Their phone system is always down.. I have been trying to get through for days since the payment system is wonky. I have lived at the same property for 6 months and one of the agents messed up my billing address because they put the incorrect street name. I tried to have this corrected multiple times. Therefore, I am inconvenienced with having to call a non working system. Yet you guys want payment not to shut off service. Why is this place even in business ?!?!

Victoria D.

I’ve been a customer of Berkeley for several years, but i’m increasingly frustrated by their unfair billing practices and lack of transparency. Over the past few months, my water bills have skyrocketed without any clear explanation or breakdown of charges. Despite multiple attempts to contact customer service, I’ve received little help or resolution. In addition the company set up a scheme auto pay cycle that requires an end date to be able to create this cycle of “charge customers with missed/ late fees”.

It’s clear that the company prioritizes profits over customer care.

I urge Berkeley to review their structure and improve communication with customers. Customers deserve better treatment, and I hope this company takes responsibility for its exploitative practices.