I spoke with Gabriella on the phone and she was very helpful. She helped me understand what was going on, what resources were available, and she came up with a solution. Extremely happy and grateful for her service! Thank you Gabriella! read more

They kept declining my new credit card and never notified me that my payment had been declined so I wound up with an overdue bill. The cc works with all my other transactions so I'm pretty sure that the problem lies with the city utility department. After having spent much time trying to untangle the problem and getting useless guidance, I am giving up and paying by check so that I have proof of payment. read more

I am stunned by the lack of public accountability or oversight by the Tucson Water Department. I called them on behalf of a single mom who all of the sudden got a 1400 bill for 1 month. She tried to figure out why her bill went by 6X what it usually is. She got no clarity or help from the water department but they did turn her water off. When I called to try and work out some kind reasonable payment arrangement (let alone figure out why the bill went up) so her water could be turned back on I was told no. They would not work out any kind of a payment arrangement and said until the bill was paid along with a 200 reconnection fee the water would remain off. Coming from a quasi-governmental agency (really a public utility) this is an absolute disgrace. Shame on you to treat tax payers and citizens like this only because you can. Glad I don't live in Tucson. read more

Absolutely the worst experience! First, for two days, I had to spend hours to get through the customer service number (520 791 3242). At least today the recorded message said the wait time was about 45 minutes. Yesterday I had to wait over an hour for each call. Finally after hours of listening to the prerecorded messages about scams and water outage, I was even more disappointed. Issues I had with the slow response of the phone system was a tip of the cactus-berg (I got no water and Tucson is too hot for ice). When I finally reached actual humans, their responses were either "not here, somewhere else", "call this number", or "your problem not ours". The responses depend on the impersonal "service" (more like no-service) representatives. One rep pretty much said "not our problem" until I, frustrated, asked for her name and employee ID. I asked for her supervisor. I told her that I was not wasting another day calling random numbers. Her attitude did change, and she created a dispatch order. Out of 6 I talked to, one was sympathetic and suggested that I call the head of the water division and raise this issue. (He said he has been getting random complaints about water problems.) The other 4 pushed me to another department. 1 created an order, the other did it after being told that I'd go talk to her supervisor. Two reps gave me misinformation by stating the problem wasn't theirs and by giving me a number to "new water development " division. The actual dispatchers were at least responsive. Tucson water should get a 0 star, but I am giving one star thanks to a dispatcher who actually proposed a solution. Tucson Water, are we even in the same millennium??? Customers' time should be as valuable as yours. Please address this situation. I want my tax dollars to come with accountability. In the meanwhile, I'm back and forth trying to get some water to the house. read more

My water went dry/out at 3am ! Called emergency repair Andrew walked me through some possibilities . He sent Ignacio out at 5 am for on street check . Not a tucson water issue but I was able to figure out someone turned off my water line by mistake? Hopefully not sabotage or prank ? I was able to resolve thanks to tep help! Tip put your street address & last name on the metal water meter box cover on street . Thanks Andrew & Ignacio & Tucson water our precious resource. We take clean water for granted sometimes? read more

Tucson Water has been wonderful to our west side HOA! Angel Vega and his Zanjero Water Team gave us excellent guidelines on how to save water and approach related problems like irrigation. Stephen Garcia and so many in the Alameda office were extremely helpful in locating all of the meters which had been a mystery beforehand. Christina Almeida, Melissa Zamora and others helped us map and locate each of 28 meters on a map! Every government agency and business should be run this way! Thank you Tucson Water! read more

You guys have the worst customer service customer service of any entity I have ever contacted. 1 person will tell you one thing the next person something else and the next something else... none with the intent of try to actual serve their customers. read more

don't bother calling. you'll be on hold for literal hours and the representatives are useless. city workers doing what they do best

I have never dealt with a customer service company that is so unprofessional, rude and discourteous ever. In the last 6 months my trash hasn't been picked up timely during the pick up week. One week I was told they forgot to do my street and this week I watched the truck drive down my street after only emptying every other trash can. What's this about? Somewhere else to go at 1:30 in the afternoon? I don't get it! 3 times in the last 3 months they said a supervisor would call me; not 1 call! Why are we paying for trash pickup and they don't do it. Anyone know what city department is over Tucson Water so we can get someone to listen to us? read more

Water turned off by previous tenant. I had it turned back on Friday. Bill was transferred into my name. Today Monday, my water was turned off AGAIN THIS MORNING. So far, I've called them THREE times to find out when I can expect my water to be turned back on. So frustrating. read more

Worst website ever. It Does NOT: 1. Recognize the email address 'they' send the bill to each month. 2. There's No way to temporarily change billing information- can't log in.. 3. Everyone is experiencing the consequences of Covid-19- temporarily change "YOUR" customer service hours to accommodate the consumer for once. read more

I'm a new Tucson resident and was trying to get auto pay set up. The bank account number was incorrect and they charged me a returned payment fee and have refused to credit it. The other services I set up with the wrong account number initially (internet, electric, gas) all credited their fee.... except for Tucson Water. Of course, they don't care because we don't have a choice in providers. read more

Do not expect Tucson Water to return your phone call or e-mail. After all, these high school graduates, get paid whether they respond or not. Stan read more

Something absolutely needs to be done about this customer service. It is horrible. On the phone for an hour waiting for customer service for someone that has no water, even though they submitted the online form to start service. Tucson water emergency couldn't help. It's 90 degrees outside and no water in a new home. This is horrific. Obviously they don't care at all and the "DO NOTHING" mayor could care less as well. So so poor than any other city in this state. read more

How do you get hold of these people? I had an underground water leak which resulted in a very high water bill and wanted to talk to them about the escalated rate they charged me for high usage. I tried calling, they never answer. I tried emailing, they never reply. Good enough for Government work I guess. read more

Seriously disappointed in the "customer service" which I received from "Matt" at Tucson Water Billing today! Having worked that same position for several years, I know the caliber of service we were expected to provide, and Matt sincerely FAILED! But, faith was restored with TEP & SW Gas customer service! The two CSR that I spoke to have impeccable CS skills! Something to look at TW!! On a good note, I spoke to Amanda in the Director's office at TW & she indeed had great CS skills (I worked that position as well, so I know the type of calls she receives.), so some faith was restored. I was just taken aback that Matt indicates it was "too late" in the day to call dispatch (10:53am) to cancel a turn off...oh yes, he reiterated in a sarcastic tone that I had to pay a service charge for the turn on...well no stuff Sherlock! DUH!!!! He also said he couldn't transfer me to a Supervisor as it was not allowed! Well thank you Councilmember Bruce Wheeler, for showing me to always go to the top! Which is why I called the Director's office. UPDATE: NOT ONE PERSON CALLED ME BACK! I guess Amanda was blowing smoke up my you know what! I would call the customer back to advise them that we HAD NOT FORGOTTEN about them, but I guess TW has lost its touch! :/ Nonetheless, my hubby called & dealt with them! read more

Just spoke to the most condescending customer DISservice representative. They're lucky they have a monopoly on the water system. No wonder they're rated so low. read more

I hate To leave one star, its more then they deserve, talking to these robots on the phone is a terrible experience, if I would have a choice I rather have a root canal, you will not accomplish anything with these people they read from a script, probably because they are not smart enough to think on there own, and the problem is they are the only game in town a monopoly, I am happy to say we are planning to move to Florida, so good riddance to the stupid people at Tucson water, surprised there water has not made everyone sick in Tucson, Tucson a good city, but not the water company, read more

My husband and I have had huge water bills that seem unexplainable. We don't have a swimming pool or a water cooler but our bill is always over $200. It makes no sense. We have all new plumbing and a new toilet and buy our drinking water. We only water two trees. This is absurd! Why is this allowed to happen? read more

Horrible service! I made a mistake with my bill and they came to shit it off, asked the guy if he could take a card payment, he said no call them, while trying to call he turned it off anyway, only for me to go to the office and pay it an hour later, I was trying to fix it while he was here, cut it off fast, while telling me to call them, just to charge us a 50 dollar reconnection fee, for a mistake! read more

It pays to escalate a problem with Tucson Water and to go to a different department, other than Customer Service. After having a personal meeting with one of the inspectors and pointing out the high pressure problems noted by the quality control department, the leak was fixed. They also replaced the ball valve and meter box. FYI if water is flowing from the meter box, as mine was, Tsn Water policy is to fix it the same day but Customer Service might tell you otherwise. read more

so far they have provided 2 customer service numbers for me to call.......... that don't answer...... left a message and sent an email about a problem - suds in discolored water coming out of faucet............. got a reply that someday they would respond - and provided me with the numbers that did not answer. read more

So me and my girlfriend and our two small children have fell on hardship recently so we reached out to an organization who has helped us get back to our feet some what we moved into a new home well new to us so this organization needs proff of the amount owed for my utilities did the electric and called the water company I spoke with a women who said she email me a leger to porvide my case worker with this was a week ago I've called one other time and was told it would be sent out that day that was three days ago we have been filling a jug with water to flush our toilet bath and wash dishes and mop with this is the by far the worst experience I've had with any utility company ever with no regards to young children young as in 2 and 4 young I can't believe the lack of empathy from this corporation all I'm trying to do is pay my bill but can't get no cooperation for Tucson water so as we sit with no water I hope they get there rewards in the after life for this unexplained behavior read more

Tucson Water is discriminatory. They will now charge you more for water if you live outside city limits. Tucson Water's new water meters are impossible to read. Their own employees have trouble reading them, let alone explaining to customers how to read them. Using cubic feet instead of gallons compounds the the difficulty of reading them. Tucson Water has contracted with K E & G to replace old water meters with new water meters. K E & G employees get paid by how many meters they replace daily. They are not paid by the hour, thus these employees will not tell customers in advance that they will be replacing their meters, turning off their water while doing so, getting mud, dirt, and other debris into their faucets and fixtures after new install, and not fully turning all valves back on when done which will minimize pressure and flow. Good luck in getting a live person when calling Tucson Water. If you want to speak with a supervisor, be prepared to wait 24 to 48 hours for a call back. I love MONOPOLIES. Don't you? read more

Just bought a house in Tanque Verde. Filled out the online form on a Thursday to start new service, then called early morning Friday to find out when the water gets turned on. I was told that the water will remain off until Monday! I am astounded that Tucson Water Department runs an operation where they are leaving my family without water for 3 days. Meanwhile, temperatures are forecasted around 110 degrees for a high. This is not acceptable. This is not safe. read more

I filled out the "stop service" form with ample business days for my request to be completed before my lease ended. I had previously called (since water, sewer and trash are bundled) regarding my trash/recycle bins and also inquired about turning off my water service weeks in advance of my move out date and was told 3 business days was more than enough time. Now my lease ended July 1, I had requested termination be ON july 1 and now i'm stuck with a $34 bill (not huge but enough to be frustrating for a college student). I was given the excuse that they are "behind on emails" and that they can't backdate the bill because it's technically not confirmed until someone replies to me. They only even got back to me when they did because the new tenant called in to start service in their name. I'm incredibly frustrated. A professional approach would have been to backdate the bill to my requested termination date given that it was error in email processing on THEIR end, not mine. Thrilled that i've moved out of tucson, still mad about this. read more

City of Tucson Water Department are a bunch of crook!!!! Had a water leak in the meter box. Apparently, the meter was not working correctly and the hold was full of dirt, water and roots. My 22 year old son took picture and reported the water inspector didn't remove the water from the box. They called me at work to explain that the leak was on my side of the meter box and I had to get it fixed. I immediately call Strong Built plumbing for evaluation. They removed the water and cleaned out the box. A few minutes later, they observed the meter coupling leaking on the city side (Got Pictures). The following day, the first inspector said he was the one who cleaned out the meter box on his report. Contacted customer service (wrong answer), got frustrated contact the directors office, got another call from customer service and set up a water audit. The auditor explained he would talk to his supervisors, send the report, and contact me on their decision. Today, I got a delinquency notice. First, in order for me to fix the problem I would need to put my hands on the cities meter. Second, it was not leaking on my side of the meter. Third, the leaked stopped after the changed the meter. Fourth, the initial meter gut is dishonest. I have pictures showing the leak on the city side of the meter before they changed it. Fifth, its a common sense issue. The you can't see anything leaking If it's covered in water and dirt. The Strong built report states it was the city side leaking and they provided pictures. My water bill was $185.00. It's usually $75.00. I will need to pay until I get a court date. It's not the money but principles. I will be heading to small claims court for a judges decision. Also, they sent a threatening comment about turning off my water for $85.00 late. I've been in the house for 6 years never been later on a single bill. If their was another option for water I would not hesitate to change companies. read more

We had a leak on our property. I received a very high bill and called immediately. They sent out a tech that night to repair the damage on their side of the meter and I repaired the damage on my side. When I called to check in that the leak was fixed, the representative was incredible rude and kept saying she couldn't help me and that it wasn't the water companies responsibility to help ensure I wasn't still leaking. I asked for a supervisor to call me back. They said it could take 3 days!! I never received a call and when I called back they had nothing in my notes that there was ever a tech at my house, that I wanted to speak to a supervisor etc. WOW how do you have no documentation on the work you are paying your employees for. NOW I KNOW WHY MY BILLS ARE SO HIGH- WE ARE PAYING FOR EMPLOYEES TO DO DOUBLE WORK BECASUE TUCSON WATER IS NOT EFFICIENT!!! read more

What's not to love about tucson's water? It's like a surprise to try to guess what part of the color spectrum the water is going to be that day. From grays to light browns, one thing for certain is that you know it's not going to be crystal clear. Sometimes there even is a slight sulfuric odor just to keep you alert and on your toes. The constant buildup of lime scale stuck all over your glassware and on your faucets and shower heads just shows you that they want to be a part of your life at all times and that they care. read more

Can I give a Zero star rating? Good credit / on time bill payer and have had a couple of issues with them. 1) Took over a year and multiple calls to get a bad meter replaced. 2) I was ticketed for turning on the water at my neighbors home when I rented it though I had the Tucson water paperwork with me. Even though they dropped the ball on their end and hadn't turned on the water. Instead of accepting responsibility for their screw up, they wrote me a ticket - which I took to court. In the business world they would have gone bankrupt from poor customer service a long time ago. 3) My wife for business reasons wanted to get the water on our second home put into her name instead of mine (good credit / no issues) - and the secretary at the water company acted like we were really inconveniencing her. They are lazy, irresponsible and blame others for their mistakes. read more

I tried calling to find about out charges prior to agreeing to rent a place where I would pay for water. I call both the local and 800 numbers and all it did was cycle thru recordings. At no time was I able to speak a live body, and I was during normal business hours. All total I wasted nearly 30 minutes. Phoenix may not be the best place to live, but their city services are a damn site better then Tucson's. read more

I have been a loyal on time paying customer for a year. Shut off my services for a year while I lived in an all utilities included home. Now, one year later, I call to set up water at my new home with them once again. They pulled up my previous account and said they noticed $30 that was never paid that they're adding on to my first bill. I asked several times to please explain to me how this went unnoticed for an entire year and what it is in regards to because I made absolute certainty that everything was paid on our account and completed when shutting off services a year ago. She said it was for the week left in the month after we moved out, that we ended services on the 25th but they don't prorate or end on any other day than the first so they charged us for another entire months worth for those six days left of the month we ended in. Plus tacking on a $40 service fee. So now we're looking at $120 or more bill for our first month for water. Outrageous! To make matters worse the lady had no customer service skills she just kept repeating herself saying 'you still have to pay this' when I stressed to her how ridiculous it was that this company had apparently $30 pending on my account still owed to them for an entire year and did nothing to try and collect it from me until now when I request their services again. The fact that this makes absolutely no sense makes me strongly suggest it is an absolute made up extra fee. She wouldn't even mail/email me the statement so I could make sense of the issue. So upset... But what can you do.... read more