When Keke Frederick arrives home from work, she scans the streets for West Virginia American Water maintenance trucks. For her and many other Dunbar residents, their presence signals trouble.
“That’s the first red flag,†she said. “You already know the water is going to be off, or it’s going to be dirty, or you’ll have to boil it. You don’t know if you’re coming home to clean water. That’s just how it goes.â€
Frederick and her neighbor, Mary Grinnan, say water issues at their Roxalana Hills townhouse complex have been persistent for years. Frederick, who moved from Cross Lanes three years ago, said she has never experienced consistently clean water in Dunbar. Grinnan, who has lived there for 35 years, said the past five years have been “terrible.â€
At 2 p.m. Saturday, the water was not running at all.
West Virginia American Water said the most recent issues were from a water main break, but they did not address the long-term water service problems in the area.
“In the last week, the water main feeding Walker Drive and surrounding areas was damaged during road work,†said Olivia Bailey, external affairs manager for WVAW said in an emailed statement. “Additionally, a broken valve was identified and replaced. West Virginia American Water is conducting additional flushing in the area to address water quality concerns. Our team works to repair these main breaks as quickly as possible,†the statement says.
Daily struggles and costly workarounds
Frederick and her partner rely on store-bought water for drinking, cooking and even bathing, fearing their tap water isn’t safe for their skin — even when WVAW says it is.
“The water is often brown and cloudy, if it’s on at all,†she said. “If I didn’t have friends’ homes to go to or jugs of water to use, I don’t know what I’d do. And I know there are people out there who don’t have a second place to go.â€
Grinnan, 90, and her 65-year-old son, John, also buy bottled water and say the unpredictable water supply disrupts their daily lives.
“I’m really angry. You can’t plan anything,†Grinnan said. “I had a doctor’s appointment on Wednesday and had to use wipes to bathe myself.â€
Grinnan receives automated calls from WVAW about boil water advisories and outages, but she says they are vague, unhelpful and frequent. Frederick said she hasn’t received any updates at all on outages in the area since she moved there three years ago.
“I feel like people wouldn’t be as angry if they just knew what was going on,†Frederick said. “Of course, we know we don’t have water. But when will we get it back? And are we still expected to pay our full bill next month?â€
The residents say West Virginia American Water has not offered financial compensation for their frequent outages.
Grinnan’s monthly water bill is $81, and she estimated spending an additional $48 on bottled water in the past two months. Frederick, who reported a higher water bill, keeps several refillable jugs around her home.
Amber Holstein, a resident of Marks Road, said she purchased a $130 water cooler two years ago because of the ongoing issues. She buys refills weekly.
“We shouldn’t have to do this, and it’s definitely costly,†Holstein said.
‘Bad for business’
Kylan Wilson, manager of Roxalana Hills Apartments for the past decade, said the complex has experienced 16 water outages since 2023, including seven this year. Each outage, she said, is followed by a boil water advisory and, in recent cases, days of dirty water.
“I feel like the water isn’t trustworthy,†Wilson said. “I think most of our residents feel the same. A lot of people buy bottled water or use filters.â€
On Tuesday, she said a resident informed her that they were moving out because of the water issues. Since water is included in rent, the complex has received negative online reviews. She added that other local businesses, including another apartment complex and a nursing home, also are affected.
“It’s been bad for business,†Wilson said. “It’s frustrating, and I just want real repairs for the whole community.â€
Wilson said she has repeatedly called WVAW, only to be told that a supervisor would return her call, which she says has never happened. Others in the community also have complained, she said, with no resolution.
Seeking action
Dunbar Councilwoman Sierra Sovine said she shares residents’ concerns about “multiple service disruptions.â€
“We would like for WVAW to be proactive in properly fixing the issues,†she said in a written statement. “We, as a city, have experienced numerous instances of service interruptions, which have caused significant inconveniences for residents and businesses. These repeated incidents suggest that there may be an underlying issue with the infrastructure that needs urgent attention.â€
On Monday, Sovine reported that she has been in touch with legislators requesting assistance with the situation. Meanwhile, WVAW reported that it reached out to Dunbar City Council to address their concerns.
As of Monday, the West Virginia Public Service Commission had not launched a formal investigation into Dunbar’s drinking water. However, complaints have been filed and are under review, PSC Chairman Charlotte Lane said in an email.
