COLUMBIA, S.C. (WIS) – A Columbia business owner waited nearly a year for the city’s water department to repair a leak outside his office, with crews finally addressing the problem this week after 11 months.
Dr. Matthew Miller, who has owned his Family Chiropractic of Columbia practice along St. Andrews Road for more than three decades, first reported the leak to Columbia Water last year.
On Thursday, Columbia Water verified that he made the initial complaint on November 27, 2024.
The utility said that after the service request was investigated by technicians, a work order was created a few days later.
“So I called them up and they said, ‘No problem, we’ll get somebody out there,’” Miller said.
Miller said he continued calling Columbia Water as weeks passed without action.
“Nothing ever happened,” he said. “By this time, six weeks has gone by. I kept calling them up. ‘You don’t need to call us anymore. We’ve got you down. You’re on the priority list. We’re going to get somebody out there as quick as we can.’”
Columbia Water said work orders are scheduled for repairs in order of severity, with priority given to public safety issues.
In a statement, a utility spokesperson said in part, “All escalated work orders are immediately sent to the assigned District Supervisors within the property’s located area. Our administrative staff and field crews regularly review incoming new requests, as well as backlog requests, to ensure we are providing the best and quickest response time.”
Miller said he expected faster service because he has been a loyal Columbia Water customer for years.
“Because I was a business on a busy road and been here for so long, they would come out in a reasonable amount of time,” Miller said. “That’s why I kind of didn’t call every week for a while because I was like, oh, they’re going to come out here. And then I was like where are they?”
When asked whether he felt this was a reasonable timeframe, Miller replied, “I don’t think anybody would say that’s reasonable, especially when it starts doing property damage.”
Miller said foundation experts told him there could be water damage, but they could not address it until the water stopped leaking.
The leak caused water to pool all the way to the back parking lot.
“Patients have said, ‘Hey doc, how long is it going to be that I have to step in algae and water when I get out of my car or in mud out in the back of the office?’” Miller said.
Mill was also worried about possible slip and fall accidents last winter when the water froze, which he felt should have expedited the fix.
Deirdre Bonsecour, who works next door, has her own concerns about the city’s response in this situation and with similar problems in her neighborhood.
“They’re really not addressing the issues when we have these kind of issues,” she said. “Not at homes, not at businesses. And we have huge water infrastructure issues, especially in this side of town.”
After WIS contacted Columbia Water on Thursday, crews repaired the leak.
Miller said the experience damaged his faith in the utility.
“Zero, I don’t trust them at all now,” Miller said.
Miller said he is relieved the problem is fixed, but asked about the dirt and debris left behind.
Columbia Water said crews are aware and will return to address restoration “as soon as possible.”
In response to Miller’s concerns surrounding property damage, a Columbia Water spokesperson explained that there is a dedicated third-party claims entity to help customers report issues like that.
Customers can file a claim by calling 1-800-827-5794.
Columbia Water added, “We deeply value our customers and are committed to ensuring that all service needs are met, with the highest level of care and efficiency.”
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