Last week I got my water bill and was concerned that the online account showed estimated charges for next month very excessive. I went out to check my meter; no water running and the dail was not moving, which I determined there was no leak. I called the office 3 times and each time the line clicked and went dead. I got busy and didn't call back. Today I got notice that my bill was not paid-thanks for the reminder. read more

Won't recommend , but if you are in the demographic fit service, we are stuck with them. Super slow service for activation. And to remove lock, no sense of urgency. Don't think it's labor, checked job openings and they weren't many. read more

No one is answering the phone today. We have no water and desperately need to speak with someone. I have called 3 times. First time on hold 10 minutes, second time 42 minutes and now I am still on hold after 12 minutes. I guess we will have no water yet again. How do you not answer calls? It's freakin cold and my son works in Construction. read more

Rude, Stacy from the call center or whatever was extremely rude, loud, proceeded to talk I've me when I asked for a supervisor. I was told that I could get a supervisor, then Stacy comes back to say there's not one available, then asks me what I want a supervisor for, it's none of you representatives business and no, it's not your job to know why I request a supervisor for, if you would treat cyst with kindness, respect etc, you wouldn't have to wonder why customers request a supervisor. After this rude and unprofessional, lying representative left me on hold so long, oddly, we got disconnected. I had to call back and the process is a supervisor will and can contact you 24-48 hours after the fact which is completely absurd and ridiculous. This whole process, experience, and their system is trash and pathetic. Clearly they don't care which explains the ratings. Disturbingly disgusting behavior. read more

I recently closed on a home and I am not able to have my service started on my move in date Jan 2, 2026. The phone and website was no help at all. I have children, I need water. read more

The water company has proposed another rate hike. I am on a fixed income. Everybody has had their hand out within the last year, wanting more money and there are they are no different. I say no to the rate hike,live within your means like everybody else even Sacramento needs to live within. Their means California is on a downhill slide due to the Democrats and their giveaways. Newsom is no different. He's just another Democratic socialist that needs to be taken down. I'm still trying to figure out why the Democrats want to shield people who have entered the country illegally from deportation. I'm guessing that the Democrats are planning on making them citizens and reminding them who gave them citizenship to get their vote. Enough with the rate hikes think about those that are on a fixed income. Everybody's rate increase or tax increase has outpaced my fixed income rate increase. I'm doing without food and medication's. read more

I guess EMWD being a Monopoly of sorts for water can say that the total of 55 GALLONS of water per day per CUSTOMER is more than enough. Researching this point, I found that the average usage per person on a daily basis around the country is 80, (EIGHTY) to 100 (ONE HUNDRED) Gallons. On top of this, they "Did an internal audit, found THEY had screwed up and were undercharging me, (For what Customer service couldn't tell me), but they decided to charge me from Jan. '24 till now for amounts I had been "Undercharged". If I find they made a mistake on my favor, I doubt I'd be so lucky as to get a credit, refund or a sorry. read more

Worst water company! The tell you to pay your billby a time frame and then penalize people be caused their process times takes 3 days. Get a better payment system. Or just go back and honor the effective date. read more

After about 2-3 days after posting a 1-star review, I received a call from EMWD regarding my issues. The rep, Roxanne, spent the time to understand my issue and let me know she was going to look into it. She called back about two days later with a solution that I felt was sufficient and also shared some resources on water conservation designs for backyard to help with my bill. Roxanne also took my honest feedback about the customer experience and let me know she would be sharing these concerns with her team. Because of this experience, I am changing my review to reflect the exemplary service I received from Roxanne. I really am glad to know there is someone who appreciates their customers. PREVIOUS REVIEW: How sad that we are stuck with a horrible company who does not have any incentive to help their customers? They have wrong information on a new home that I purchased and refuse to credit me when their water budget was set to 0 people and 1/8th the size. Extremely frustrating that they HAD the previous owners information on file, but would not use it. My water bill was $500 the first month of moving in - I thought I bought a huge problem..turns out it is their mismanagement of account information gets to be my burden. read more

I am having an awful issue with my house!!! The water is so hard it has eaten hole in my pipes, I have gone through 3 washing machines, 3 sink faucets and two water heaters. My plumber blames the water quality from the city. What are you doing to fix this? Is there a lawsuit going on about this? read more

They never answer the phone, you'll be on hold for hours. They're automated machine speaks slow, repeats everything back to you, and asks for confirmation on everything. You can't pay your bill in less than 10 min. It's ridiculous. The customer service machine won't talk to you unless you have your account number. You can't log in without it either. A lot of good that does you if you move away and are no longer receiving your paper statement. I can't log in, I can't get help, and I can't ask about my account number. This company doesn't care about customers. read more

I own 10 residential units on 2 lots in Moreno Valley, each lot has it's own meter, left lot serves 6 little houses/units (tenants), right one serves 4 detached units. They are individual little houses, each with it's own water line going up to that house. Each tenant is responsible for their own lawn watering. There is no automatic sprinkler timers, so tenants use a hose and sprinkler device. Well, of course they forgot and watered the lawn for hours and hours, many times. They don't pay for water, so who cares if landlord's bill is $3200 for only two tenants. Each house does not have separate water flow meter, so I only know someone abused when other tenants reported that person left water on for hours and hours many times, water running down the street. Meter shows 600 - 1000 gallons an hour, hour after hour, and then it would stop. Usage was at erratic times such as 4 am - 1 pm, then the usage subsides to a trickle or stops. So we know it isn't a unseen broke pipe. EMWD sent me continuous usage notices many times. But the hourly water is very erratic, meaning it is not a water pipe burst, cos sometimes there is little or no usage. The very next day on Aug 18, EMWD sent a technician out to the water meters to make sure the water meters (Smart meters installed only 1.5 years ago) were functioning correctly. Technicians notes showed they were working fine, but one tenant was watering his lawn in the backyard at 11:30 am, a no-no. On 8/25/20, I got Ashley in billing was sooooo helpful. She went the 9 yards for me and talked to two supervisors to try to get my $2137.42 Aug bill "good will adjusted", but those supervisors would only do it for that one month. The previous bill was also way high, over $1000 for just 2 tenants. So Ashley contacted a third supervisor who authorized an adjustment on the previous months's bill. Ashley told me this was a one time only grace bill reduction. I told her I lost sleep last night over $3000 water bill, and that is only for that one meter, not the other one. Ashley and I probably spent at least an hour dealing with the $3000 bill. Then I called her back 2 min later to ask her about possibility of individual submeters for each tenant. She and I were on the phone another 20 min including hold times, talking about billing again and trying info on getting submeters to make tenants pay for the water bill based on their own wasteful or frugal usage. Because of Asley's diligence, I was able to get my water bill down to almost half of the outrageous amount. On Aug 27, 2020, I spoke with customer service rep Jackie, and she was just as diligent and helpful as Ashley. In my experience WMWD picks good employees. EMWD customer service and billing always gave me awesome service other times I called too. read more

Creating account was extremely difficult and you had to keep trying different routes. Once it was created the password says it's incorrect every time I log in. I changed the password in the new password is not correct something's wrong with the site. read more

EMWD has to improve or change their customer interface. Website and responses are incorrect and have been so for a long time. Billing and payments are subcontracted out to "Kubra" system so employees do not understand or have any way to deal with these issues. Constant changes in the system keep everyone guessing. Currently automated service system letters sent out state that the normal response time to an inquiry is 72 days which may be correct but having to pay a penalty if you are 4 days late in making your payment does not seem equitable when WMWD takes 72 days to address a billing issue. Would you give your credit card information (to be recorded by EMWD for future use) when they can not even get your phone number correct in their records. With all of the "scamming and data theft" happening these days, why take a chance on a poorly run utility for your security. read more

I appreciate the fact that they responded quickly on a Friday night to shut our water off due to our sprinklers malfunctioning and continously running. Rather than just shut the water off and say goodbye, they ran an emergency line to our house so that we still had water until the next day when we could get our sprinklers fixed. Customer service was 100%. Thanks. read more

I would love to use EMWD online services unfortunately it does not except my password nor my user name. After countless tries I am just giving up. How many times do I have to change my password. I notice if I want to pay my bill I am recognize by the system but not when I try to look at my account, go figure. Please fix your online login site so humans can use it. read more

Don't bother calling, you will waste hours upon hours waiting for them to pick up. Idk when they don't have a high volume of callers. I may have to go in just to have a question answered. They should remove the link phone number since they don't pick up. read more

EMWD really needs to have most of thier customer service representatives attend customer service trainings and/or conference's. Some are very rude, unprofessional and inconsiderate towards their customers. I could ask 1(same) question to 3 different CS reps and I would be told 3 different responses. There is lack of consistency as well as knowledge in their own position. read more

I figure that people probably don't review a utility, but I recently had two really good experiences with their customer service team. I just moved in and the water was running overnight for several days due to a sprinkler mishap. The staff was very patient, explained everything thoroughly and even helped me adjust the bill! I so often talk to customer service staff that are just rude, impatient or incompetent. They were excellent- so polite and helpful. I wanted their manager to know! read more

I started service on 12/9. They are billing from the 6th. The supervisor said only 3 days more there is nothing she can do. Are you kidding me. So now they are even double billing. They get paid from from the people before me too. And the people before me used a whole lot of their last 3 days. I image being on hold for the entire day as the supervisor will not come to the phone. read more

I would like to give a ZERO star. And a Zero is being nice. I waited over a half hour on hold just to ask a simple question. A SIMPLE QUESTION!!!!!And at 32 minutes of holding the phone call mysteriously disconnected. WTF is wrong with them. I guess they can treat us this way because we really have no choice in the matter which Water Company we want. read more

See all

I would give this company negative stars if I could. Antoinette, a supervisor, has the worst customer service. She is rude and demeaning. I have been over charged multiple times. EMWD is never helpful. I am on paperless billing, yet my bill does not show on their portal or app when the bill is generated. The supervisor told me Emwd doesn't have an app, yet I use it all the time. A very dishonest company. She argued with everything I had to say. I have had issues with them for several years! It is very frustrating and sad how they treat their community. They say whatever they need to say to keep their power. A monopoly for sure :( read more

Horrible customer service. I am currently on the phone with them to resolve a billing issue. I have been on hold with them for almost 40 minutes!!! This is the second time in the last 2 months that I have called them and it has taken well over a half hour for someone to even answer the phone. It's terrible that people who are just trying to pay their bill have to deal with this. read more

Horrible utility company!!! This place has the worst customer service and their Supervisors are never any help. This place is a joke. They charga a $25 late fee and for what? Their employees work remote now and are worse than before and it's even better when they give the customer an attitude because they have to answer your call. Excuse me for trying to get some help with my account. SCE and Socal gas at least give more reasonable options for payment arrangements. read more

I hate this company to the courts a straight Monopoly in my neighborhood / City when I used to be with box springs mutual water Co my water bill will be around $30 a month with four extra people living in that house now that I'm in the smaller house my bill is about 300 a month it's ridiculous they're telling me did I'm getting charged for some tag fee that I don't know have any idea what they're talking about and now they want $1,058 people complain all day about gas but this is where the real problem is in California Somebody needs to file a lawsuit against them read more

I recv'd a text from EMWD last nite re: our meter constantly running.. that itself was hugely helpful! I called this morning & customer serv. took me to Ms. Sabrina. This gal was not only pleasant but also sooo very thorough in helping me step by step to create an online sign in, investigative, & reassuring re: my probable water leak. Every past experience I've had w/EMWD has been nothing short of great in every way. Thanks so much Sabrina for yur help this morning.. I sure appreciate u! Michelle Imlay-Dean read more

EMWD allowed an unauthorized person to cancel my account without my knowledge or authorization. (crazy to think ANYONE can just call and cancel your account without question-because as they explained to me, it not part of their business process to validate what the person on the other line is saying) then i was recharged a deposit fee because my account had to be reactive. The whole time my account read that i had credit but I would receive a late notice even though I've have autopay for the last year without issues, so you can understand why i would be confused. Ashley was very nice and patience (I had a LOT of questions, obviously) but once I was transferred to Anika in escalations, my inquiry was received with sarcasm and frustration. She cut me of a few times and processed a change to my billing account out of frustration to just end the call. I was talked down to and penalized for an error on EMWDs end and then was disregarded and told to follow up on Monday. They know we don't have any other options but to stay, so they have zero regard for their customers. So Sad! read more

The absolute worst customer service ever. Waiting online 1 hour! Call back number eventually given 1/2 hour later still no call! No bills received and then a late bill shows up with charges of course. They have my address for this but not a regular bill!?!?! not the first time this has happened. Also continually texting me that my water is running continuously at a property that they don't even supply the water. WOW!!!! Last time I had issues with them I had to drive all the way out to their office so you can't really be that easily ignored. They still totally ignored me for about 15 minutes I say we ALL NEED TO GO TO THE UTILITIES COMMISSION! No Accountability and a monopoly! read more

EMWD - Eastern Municipal Water District - I moved to California in 2019 and purchased a new construction home. Upon moving into my new home I followed the builder's instructions and called the number that I was given for EMWD to put water service for the new home in my name. That was smooth and I haven't really had any problems with EMWD. But I did and I do have a big problem with EMWD shilling for a commercial service, cable/internet. The person on the phone who signed me up for the water service also solicited for Frontier Communications. She wanted me to sign up for Frontier internet service. I thought about it for a moment because I knew that Frontier was having financial problems but I figured that the State of California, which is widely known for protecting consumers, wouldn't let a utility like the water company solicit business from a captive consumer (I don't have a choice, I have to purchase water from EMWD) for a business that one might question whether or not it was not reliable due to their financial issues at the time. I was WRONG! I trusted the EMWD representative and I agreed to sign up for Frontier and that was a terrible choice! The fellow who came out to install the service seemed confused. It took over two hours and much of that time the installer was out front of my house walking back and forth on the sidewalk while talking on the phone to his company due to issues getting the service to work. Eventually it did work and the installation fellow left. But it didn't work as it should for very long. Over the next few days I had many, many outages and very slow service when it was working. I was calling Frontier multiple times every day! On top of that there was a problem with my phone calls being disconnected in the middle of the conversation with the Frontier representatives. Then Frontier failed to show up as scheduled to fix the problem. Next they told me that they could not come out to fix the problem for another five days! That was all that I could take and I cancelled the service. Another internet provider came out to my house that same day and it has worked ever since. Complaints on the telephone to Frontier's customer service line resulted in a promise that my bill for the Frontier service would be waived due to the poor service. Well that never happened, Frontier never waived the bill and I am still fighting with them over two years later. I was subscribed to Frontier's service for about 8 or 9 days and I had problems with it every single day. Then they didn't even show up to fix it as promised. (Frontier's representative says now that I did have service some of the time during those few days and that I have to pay their $113 charge.) I recently consulted with a brokerage firm and asked them about Frontier. They reported to me that Frontier did go through a bankruptcy in the April 2020 time period and then resurfaced a short time later after restructuring. So it would seem that Frontier was not very good at running their business. I don't know for sure because I am not a lawyer but it would seem to me that when a company goes through a bankruptcy procedure that they are having debts waived by the court. Should they be allowed to try to claim monies from others for a time period when Frontier had their own debts waived? It may be legal but it doesn't sound right to me. Currently there is a class action settlement pending in court (Arkansas Teacher Retirement System & more as plaintiffs) alleging violations of securities laws by Frontier Communications dating back to several years prior to 2019 when EMWD was soliciting business for Frontier Communications. So this is not new news and/or information, Frontier was having issues prior to EMWD soliciting me to sign up for Frontier Communications service. That is clear! As I stated earlier, I was aware that Frontier was having problems because it was publicly known and reflected in their stock market listing. I made a mistake by listening to the EMWD representative. But I trusted EMWD because it was a public utility company with a monopoly service and I expected that the local government would make sure that entities like this would do a background check before soliciting business for others. But it appears to me in this case that either EMWD didn't do their due diligence or didn't do it well or didn't care. Perhaps there is another explanation. I do not know. But if the State and municipalities within the State are going to allow public utilities like EMWD to solicit business for others that the solicitor should take responsibility for their referrals. If they are not then they shouldn't be allowed to do so. EMWD, were you paid for this solicitation? If yes do you think that it was okay to solicit business for a company with financial and other problems? What do you have to say to the people who followed the recommendations of your representatives? Governor Newsom, what do you think? read more

Wow, horrible customer service. I have tried calling customer service twice and have waited over 15 minutes each time. This is awful. I had one simple question. Sick of your stupid music too. WHY WON'T ANYONE ANSWER THE PHONE! Hire more people. read more

Horrible customer service. They never answer phone. Horrible website to navigate. Apparently they always have high call volume no matter what time you call. Looks like there is only one person working to answer the phone. Can't even resolve the bill related issues over the phone horrible company to work with. read more

If I could give no stars I would.... this is the worst company ever.... this is a vacation home only water being used is the couple mins per to water front yard.... bill use to be around $50 bucks.... all of a sudden the bill is $130.... Called to ask why the lady was rude and had n excuse of my meters got changed.... if my meters wasn't working how was y up u billing e before.... wish I had another company to deal with... a class action should happen against this company..... Straight RIP off.... and this is not the first time it happened..... read more

Called about my "wasteful water" charges. Said to check out meter and see what the reading was. Discover it is full of water and the gauge has so much silt/dirt you cannot read it. clear it off and give em the info. Said we are using too much water. Checked the gauge again in two hours it has gone way up and no water was used. WE HAVE A LEAK, Check everything on our side of e meter. Dry as a bone just like our dying grass. Call em back they cannot get out until Monday. Gez they are gouging us for wasteful usage, but too damn busy to come out and check for a leak on their side of the meter. PS they were at our house about 4 months ago and replaced the "stuck" shut off valve. Hmmm could they have screwed something up ? read more

I need to unlock account, its says contact customer service but Ive called the numbers on the billing that says Service questions, all are automated. Website is the same except for this message based service which Ive messaged before with No response. There's no option to unlock my account via web or put a re-occuring payment thru One time payment. So a re-occurring late fee happens often. System needs to be updated to provide better assistance with a person for these problems as this system seems illegal. Other predatory credit card sites use these methods to prevent people from making payments on time to gain late payments. Customer service "are all busy at this time" always. Anyone affected by these issues can report this to BBB so they know this is not how to do business. read more

I wish I could give them zero stars! I have a rental property in Moreno Valley. My tenants moved out May 13, 2015. My management company turned the water back on May 26, 2015, because the tenants had left the grass in bad condition and they wanted landscaping to be presentable for showings. They received a bill for $295.52, for service from May 26, 2015- June 8, 2015. That is for 13 days for a vacant house people!!!!!!!! New tenants didn't move on until July 9. Keep in mind the grass was still brown because the previous tenants didn't set the sprinkler system before they left! I see the bill in July and the management company calls and was told they can't explain why so much was charged for 2 weeks for a vacant house. The reading is done my a person who records the numbers every month. They want us to be ok and accept that these readings are accurate! They was no one to dispute the charge until it was too late! We don't have a choice but to use this company because where our property is located! They have us by our balls. I filed a complaint with the Better Business Bureau. read more

One of the worst departments,I try to call i have question for my bill,& I wait for an hour for someone to answer the phone, all I heard answering machine ,then I got upset I hang up,this is terrible service ,should hire more people to respond. Specially when older people call. read more

After moving my 87 year-old mother-in-law out of her house and putting it up for sale, EMWD sent a bill two months after we moved her out saying the house used $233.64 overnight when nobody was there. When we disputed it we got a call back and they gave us the gallons that were used and when I asked the lady on the phone who thought she knew everything what size meter was on that property she said it was a five eights diameter meter. Google showed that on a five eights mainline water flows numbers do not add up and are not even close! When I brought that up she said I did not know what I was talking about and that it would not change the bill that they gave my mother-in-law. The best part about it is that a week after this so-called leak that the house was inspected for the new owner, and during the house inspection there were no leaks detected! EMWD told me that somebody or apparently a ghost went in and turned the Fossett on and let it run all night and then turned it off! After checking the house, all the lines inside the house are either half inch or three eights inch, in other words multiple Fossetts had to have been on all night long so that five eights main line was able to flow at max potential. I think it's sad how these big companies are trying to screw the elderly! It sure would be nice to talk to somebody that could answer questions and not just say their equipment is perfect and never has a problem! It is so sad that the companies you have to have to live on can monopolize in areas so they have no competition and can do whatever they want to their customers! read more

I Attempting to reach customer service representative by phone to discuss my bill. I waited on the phone for 25 minutes, thank God for speaker phone. Had to hang up and get ready for work, needless to say I was unable to resolve my billing question. Not the first time this has happened to me or someone I know. Can't wait until I am able to close out my service. read more

Wish there was competition to keep them on check. Unfortunately they can charge whatever they want weather you like it or not.

Luis C (customer service rep) was very pleasant, quite helpful and solved my problem. I gave them 4 stars instead of 5 stars because I was on hold for quite some time before someone came on the line. read more