I recently wrote to EUCA requesting a new garbage can as mine had a big hole in it. The agency quickly responded and told me to place it on the street but I am unaware of how long I should leave it there as my neighborhood requires me to bring it in after pick up on Wednesdays. Shall I just leave it there until replacement is made? Excellent Service but response needed better instruction. read more

We built a house near downtown last year. Our builder told us in March that the water account was still in his name. I called and gave the information to get it transferred to the proper name and address. Found out today that the water had been shut off and the meter pulled. Turns out the bills had been sent to the wrong address, two different ones at that not connected in any way to us. When my wife called today to figure out what was going on, the woman taking the information could not find that the changes had been made. Then, to properly earn the average 1.5 star Google review, the account rep repeated the phone number on the account back to her with the wrong number, twice. Then she asked for confirmation that this was a commercial account; wrong again. To make matters worse, we paid the past due amount (without interest because the bills were not coming to our house) and then saw on our cameras that a crew had come yesterday and ripped the meter out of the driveway and left it sitting there. So, to get the meter properly installed, we are now being charged a "late fee" as the request came after 11 am. Seriously???? And all these commie DSA people want more government control of business, groceries, health care? Look to ECUA for a preview of things to come. Commissioners, mayors......make it a priority to get the service back in customer service please!!!!! read more

They are absolute criminals. They adjust their sewer fee's based on the water usage during one particular time frame and that is what you get charged every month whether you used that much or not! We had a water leak and had a huge water bill, once we got it fixed they still left the sewage bill where it was and they WILL NOT ADJUST IT. This is downright fraudulent and if anyone else is a victim of this please message me to start a class action law suite. This company should be investigated. read more

Impossible to get access to account info such as billing history/paying bills online. Super frustrating.

absolutely awful. my usage spiked over 15,000 gallons a month due to a leak, i tried contacting customer service through phone and email, very unhelpful. i am being charged 140 dollars for sewage as a single person household, I do not have a pool or irrigation system, just daily water uses. they would not work with me at all, i had to figure out was was happening and then try to explain it to them, they still offered no customer service. will update once the leak is fixed. read more

very frustrating on their bill pay. I cannot pay with my debit card without them charging me the credit card 3.9% charge

The worst webpage I've ever seen in 25 years. The layout is like a game it takes 10 minutes to negotiate the site to find your bill. The security is absolutely ridiculous customer number location then a security code. Really who is trying to hack customer accounts to pay their bills. Fidelity can be logged into in less than a minute and within 4 minutes I can "spend" $250,000 on securities. I know a 12 year old that can design an easier website. This site is soooo huge for a co that only offers water sewage a trash pickup read more

ECUA is very frustrating to work with. We were charged in error for a year and a half for trash pickup. I called them probably 10 times and they said they would remove the charges but we were still billed for it. They said they would send a voucher check but never did. They finally applied a credit to the bill but kept charging the error charges, so the numbers were not correct. They don't call back when they say they will. I also haven't received an email response in 3 weeks from customer service. I understand mistakes happen, but I wish it would be corrected the first (or second) time it is brought to their attention. Also respond to customer emails and call back when you say you will. read more

Customer service has become complete garbage. Been a property manager for 15 years in Pensacola and never had an issue activating service until the last few months. Nobody seems to know what is going on with wait times of 20+ minutes and they just hang up randomly because the people answering the phone have no clue what they are doing. Time for a change in management or get the previous person back. read more

The worst customer service. Impossible to pay bills over the phone. They do not take payments. I am tired of companies that constantly increase prices, decrease services, and provide little customer support. I WASTED 25 MINUTES THIS MORNING TRYING TO PAY A BILL. They have a monopoly on this industry in Pensacola. If there was another company, I would drop ECUA like a hot balloon. Totally fed up with their lack of customer service! This is not a one-time occurrence. It is frequent. read more

I'm so tired of ECUA!!! They usually don't pick up my yard debri unless I call and then it takes 3-4 weeks. This week they missed my regular garbage, just passed on by to my neighbors house. I know this because I was outside. I called AND Emailed the next day and begged them to please please pick up my garbage. It's full!!! But no the next day didn't happen. Called and Emailed again on Friday and again here it is sitting out there. It's now the weekend. What am I supposed to do with my accumulated garbage??? I pay my bills. Will I get a break on my bill this week. Of course not. DO BETTER ECUA. IM AT MY WOTS END read more

If I could give negative number I would just on bases of lies. So I called water company regarding my large bill. We go over it and lady finds that my sewer was not reset in November. Now I don't work for them and had no ideal they did this. She continues that since was not reset I was getting a 158.20 dollar refund applied to account. Hell I am happy, until next day when I was going to pay bill. It only had like a 30 dollar credit. So of course I called get run around, than person who was to give me credit was to call me back. She did not So I call day later and talk to supervisor, Rita Pace. She is basically telling me they can't do that , making me feel as if I am not telling the truth. I tell her I don't know what you all do so how would I know about the reset and 158.20 credit. Didn't pick it out of my ass. So now she is going to listen to recorded phone conversation. I say yes please do. After we hang up the original lady that said I was getting the 158.20 credit calls me. Saying she's sorry the computer wouldn't let her give the credit only the 30 dollar credit. Lots of excuses, I tell her I already spoke to her supervisor and she was going to listen to our recorded conversation. Pretty much ended that conversation. So I call Ms. Pace this morning 4/25/23 . She starts by telling me the original lady wasn't in Friday and she was off Saturday. I say that's not true she wasn't off Fri she called me. She was surprised to say the least and said she called you what she say. REALLY..... Now she wants to call me back in 10 min. She just called back and was making every excuse as why I am not getting credit. I say so it's OK to charge what ever you want and we pay it but your not giving credit for over charge, said sounds like theft to me. I also told her thank you making my decision to move from Florida. I have lived all over the US. This is absolutely the worst for water, trash, sewer company. read more

Realizing ECUA is short of help I have called to get our yard trash picked up since Friday. They cans were put out early Thursday morning and not picked up. I called and was told they would be here the next day. Now it is Monday and the cans are still in our front yard killing the grass. Now we have no where to put the lawn debris. I have called and called and cannot get a live person now. Any idea when our trash on 52nd Avenue, Penacola, FL will be picked up. Please advise! read more

Who can give me the exact truth to this considerable raise of 23.83 to sewer charge? I live in Kings Mill apts. on North Davis Hwy. In former years we were billed directly from ECUA. In the last several years a billing Co. called Arum billed us for water useage (this was not itemized) but based on square footage. A billing company called Realpage Utility Management based out of Richardson Tx. is now the biller. This month I received an itemized bill showing sewer charges as 38.76, water as 14.09, and of course a 3.50 billing charge. I can understand an increase of five or ten, but really??? A jump from last months utility bill of 23.83. No one, so far, at Kings Mill has been able to explain it properly. There was some reference to new meters, but when and where were these put in?? And again why the huge monthly raise?? Sandra read more

This review is regarding the Water billing department at ECUA.  Happened to be out of town and had a major issue with a water an extremely high water bill and wasn't really sure what to do.  ECUA had sent a technician as requested out the same day and noted the workorder. After arriving back from out of town received a letter regarding the excessive water bill to call the number or stop by the office.  I was there for a few minutes and the lady handling the billing was very courteous and professional.  Not what you always get nowadays dealing with any utility company.  I was able to sign paperwork to resolve the issue and make a payment that same day with virtually no wait time.  I then received a phone call relaying the that everything had been taken care of as promised.  Needless to say I was very relieved and planned on this being painful process, but it couldn't have been more seamless. read more

This utility company website is the worst I have ever experienced in my 75 years. Every month I spend almost an hour trying to figure out how to input their "characters" to ensure I am the real paying customer. Can't figure out the "0" or "o" or other characters. Takes a while. Most now just ask you to click on I am not a robot and has software to protect your info. This company is just so far behind the times..... read more

WARNING!!! WORST Utility company ever!! DO NOT GET ECUA for utilities!! Customer service is very rude and incompetent. They will have trouble picking up your trash and cardboard boxes. Very disrespectful trash company! It's a strong NO for me. Also very lazy garbage employees- will not pick up your trash. Please pick a different service if you can!! read more

POOR CUSTOMER SERVICE!!!! I have been waiting almost 4 weeks for ECUA to replace my recycling can that their driver accidently dropped into the trash truck. I have called them twice and sent E-mails but have yet to hear if I will ever get a replacement. What is so difficult about delivering me a replacement can so I can get rid of my recycling items????....or even having the courtesy of calling me with any information !!!! Whoever is in charge needs to read their reviews to see how bad they are performing with the public....Frank Reese read more

When they first started, I knew approximately every pickup day when they would arrive. Now, not so much- in fact, knowing the day does not guarantee a pickup of trash. Calling in to tell them does little. Certainly wish we had the old ways back again. read more

I have dealt with utility companies and sanitation companies for many years! But never have I ever had so many missed pick ups and half dumps in my entire life! This was never a problem when Waste Management was in charge of Escambia County! This company may be able to get you your water and sewer but they have no business picking up your trash! Or in our case forgetting to pick up trash! Not only that it's 2018 and you still can't set up easy payments thru their website! What a joke of a company. If you can only pick up our trash half the time then I should only pay half the price! Santa Rosa County gets their trash picked up 2 times a week! For the same cost as ECUA! Then when you call them to tell them they say they aren't in your area and you will have to wait for the next week to get your trash picked up! It's the middle of summer and we shouldn't have to wait till the next week to have them correct their error! But we are left with no choice for trash pick up. This is ridiculous! A pictures worth a thousand words and when you come home from a long day working to find this at the end of your drive way it is extremely frustrating! read more

Emerald Coast Utilities Authority - Utilities Near Me - Pensacola, Florida

The service is terrible, the customer service is worse than terrible. The only reason I still subscribe to their awful service is a trash monopoly. If zero or negative stars was an option, ECUA would get it. read more

WARNING - one month before my lease ended they picked up my trash can, charges for new can $15.00. I also receive a bill for $172.00 for water I didn't use. Once this "meter reading problem" was brought to their attention I owed $43.00. Minus my deposit final bill owed $21.00. NOW- the 15.00 for new can and 21.00 final should have never have happened. SCAM- they make false readings and say they accidentally picked up your can so these minor charges go unnoticed. They do this to as many people as possible and rake in the extra funds.. If this has happened to you and you have your bills and invoiced to prove it, please post it on here. My hope is to expose ECUA for their BS scam they run on renters and small business owners. read more

This company is so out dated its ridiculous! Their customer service cannot explain things clearly, they seem like you are bothering them when you try to have them explain it better. Just trying to get sewer put on hold was a chore. They weren't making any sense trying to explain it, I had to ask 4 times just to get it clear. Also the only way to get autopay is to print out a form and mail it in, then have to wait 2 billing cycles to take effect. It's 2019 why they don't have everything available on the website I don't know! Their website needs updating too, to view bill and pay bill takes you to two different places and needs 2 separate logins. If I could go with a different company I would. This company needs and overhaul and obviously better management and needs to train their employees better. read more

I have been missed 3 of 6 times. This is getting to be a habit. At first they came early then the time stretched out till I was being picked up at 5 or 530 pm and now I am missed on a regular basis. read more

My yard waste continues to be skipped. I have lived at my address for just under two years. Each time I place yard waste out, it is skipped and I have to waste my time calling ECUA. I have received a variety of excuses. I have been told the trucks run until 6 by one person and that they run until 7 by another person. This past week I placed my yard waste out Wednesday evening as my collection day is Thursday. As expected, it was not collected. I called Friday and was advised it would be picked up that day. It sat out all weekend and is still sitting out today. I called Monday and was told trucks run until 6pm so it will be collected. Another lie. I also messaged their facebook page. I received a response that the person was checking on it right away. I have not received a response since then. My messages are being read with no response. Today when I called, I was told they are running behind so it would be collected on my normal trash day and if not call Friday. Unacceptable! read more

Beware when you make a payment over the internet with easy pay. This isn't the first time that this has happened, but I get a confirmation for one payment and I received two emails later in the day saying that I have made two payments for the same amount. Funny thing is they were at least 2 hours apart. I called customer service and they said that I may have hit submit twice. I would believe that if I received two confirmations. Luckily the bill isn't that much, but pretty much I am to blame because I made the payment online. Customer service wasn't any help. read more

This has got to be the worst sanitation company. I have had limbs to be picked up for four week. I have called ever week and all I get is promises. Yes the limbs are in guidelines with Ecua. Called again today and was promised again. We will see? read more