The water and water-related services they give are excellent, but they dall down in leaning into their customers' needs. This morning, for example, the outside payment kiosk was down, and fhe lady on the phone was cavalier about it. She was not proactive, and sounded curt. ​ read more

Had a death in our immediate family unexpectedly and 1 week later another immediate family member wound up in hospital with stroke, we were late with our payment and they shut our water off, when called and explained the situation, did not care and charged fees to turn water back on .. WHAT A JOKE THEY ARE !!!! Even no sympathy when I have proof of what I was telling them, wish I did not have to do business with his company !!!!!!!!!!!!!!!! read more

I went out of town for three days and accidentally set my garden soaker hose timer to water 45 minutes every hour rather than every day! When I came home the side of my home and my neighbor's home was flooded. My water bill was $295.00 with $163.46 in sewer charges. I contacted Fort Wayne City Utilities requesting a sewer adjustment since most of the water usage did not go into the sewer. They told me to email them with the detailed information I had given on the phone and they would issue an adjustment. I sent the email with the dates and photos and received an email back stating, "We have received and reviewed your sewer adjustment request. After careful consideration, we unfortunately cannot approve your request for one or more of the following reasons: 1. Insufficient or no evidence presented that water did not pass through the sewer system, and 2. Insufficient evidence proving repairs have been completed." I called the phone number on the email and talked to the representative asking why it was not approved since I submitted photos and ground water does NOT pass through the sewer system. I then told her I have two neighbors who will sign an affidavit verifying my claim. She put me on hold and came back telling me that now they just changed their policy and no longer do sewer adjustments. What?? Just be truthful instead of completely doing a 180 when I provided proof. Why the dishonesty? Fort Wayne City Water you should be ashamed of yourself for not having character and integrity!! I hate that I have no choice for my water supplier and have to deal with such a dishonest and corrupt company. If they are dishonest about this, I'm sure they are being dishonest about our quality of water!! Disgusting!! read more

Absolutely horrid customer service. A discrepancy between my 2022 water usage 25000 gallons and my 2023 water usage 40000 gallons with one more billing period to be added received no feedback from the company regarding a formula to arrive at a corrected billing nor did I receive a call back. A serviceperson was sent to check my meter and after it was reprogrammed my next billing period water usage showed 9933 gallons---four times my average monthly usage. A phone call to CU showed no urgency on their part, just that it was sent to billing for review. I'm waiting for a call back from the last message I left. So they are letting me seethe while they look into things. read more

City utilitiy for fort wayne is gouging the middle class citizens. They are charging $100 just for sewer alone and our bill over this past year have gone from $65-$70 to a whopping $200. What is unbelievable is the service is horrible!! read more

The City Utilities home years ago was located in the City County Building until last year when members of the board decided to move it into Citizen Square. It was a very good decisions, there's a lot more room in the new location. read more

Learned something new about a greedy policy of City Utilities today....if you pay your bill late you are charged 3 late fees instead of 1 fee. Late fee for water, late fee for sewer and late fee for solid waste. 1 bill 3 fees; wow. Thank you Mr. Mayor for once again sticking it to the middle class! You lost my support today forever! read more

I'm buying a house on contract. City utilities will NOT allow me to have the bill in my name (We have a well for water and city sewer). The bill "MUST be in the homeowner's name" - what the importance of that is - is anyone's guess! We have NO problems from any other utility or any other bill at all. However, City Utilities will NOT allow us to make a payment on the account without the homeowner's (person I'm buying the house from) social security number (which I don't have and I'm sure he wont give it)... When I try to pay it, they say they cannot accept payment without the soc. Then, within a few days, we start getting nasty-grams from city utilities for non-payment. They treat you like you're an idiot and like they are withholding super valuable information on some top secret level - FOR GOD'S SAKE, your handling our waste! Not someone's financial future!!! Let us pay the &^%@ bill if we have the account number and the amount due! We're not asking any important information you may have about the homeowner (Really, you're handling sh!#, you don't HAVE any valuable information- and I don't want it, even if you DID have it). I really hate dealing with little people who think they are the most important in the universe! Get over yourselves City Utilities! IF all I want to do is pay toward an account, what is it any of your concern just WHERE the money comes from??? How can you legally stop me from paying on a bill, then send me a late fee and/or threats of legal action??? From my experience, they are a bunch of small minded power tripping idiots! read more