Complaints

This profile includes complaints for City Of Phoenix Water Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  City Of Phoenix Water Service

  305 W Washington St Phoenix, AZ 85003-2187

• 

  City Of Phoenix Water Service

  200 W Washington St Phoenix, AZ 85003-1611

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today is Oct 28th 2024! I noticed the city Phoenix water department has a new website when I tried to pay my bill a few days ago. The site kept saying no account found! Note I've been a customer for over 15 years. Everytime I try to reset my account with the Code sent to me I get the same error 'NO ACCOUNT FOUND'. I tried to contact customer ********************** this morning and I've been on hold for 20 min as I'm typing this review. Clearly the AUTOMATED phone system is not allow me to pay my bill. I've never had an issue paying my bill till this month. What is crazy they don't answer the phone but open at 8:00 A M. I finally got a customer ********************** *** online after holding for 30 minutes. She explained they rolled out a new website, they service millions of customers and they don't have the ability to send out notices that the website was changed! Customer would have to re-register their accounts. Pure utter laziness on a City of Phoenix water department.

  Business Response

  Date: 10/29/2024

  Hello,

  Thank you for referring this complaint to my attention.  We appreciate the feedback on the website rollout and apologize for your wait time.  Call volume is usually highest on Mondays and Fridays between the hours of 8am - 9am and 4pm - 5pm.  Calling outside of these days/hours will typically result in a shorter wait time.  

  Thank you,

  ****-***** *******

• Initial Complaint

  Date:08/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently tryed to start services on a new address. after my request being denied, I received an email stating that I have a past due balance from 2009 on a property. the agent informed me the city was able to match me with this account only by my phone number and my name. They attempted to veryfy me with a PIN number, but I was unable to provide this because I have never lived in that address. after receiving approval from a supervisor to provide me with more info they informed me about a different address the invoice was being sent to, That I do not know. I informed them I did not have any past due balance. In fact. I have had multiple services and never once did they provided me with this information. I requested a proof, like a subitter contract or request to start services at this address. and they say they are unable to provide this to me. because they do not have an excisting start service form or contract on file. I am now stock with a pressumed balance on a property I do not know. and they are unable to provide me with proof. I hope to be able to receive solution to my issue. it feels like their word is all i got and they are not being fair.

  Business Response

  Date: 08/27/2024

  Hello *********,

  We've reviewed the situation and the start request you submitted and we will not require you to pay this balance.  We will also process the start request you originally submitted.  I apologize for the delay and inconvenience.  Thank you for bringing this to our attention.  

  Thank you,

  **********************************

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I am writing to formally lodge a complaint regarding an issue with my water service account.In June 2023, I applied for water service at a property I was renting. Unfortunately, my application was denied due to missing documents. Despite my efforts to clarify the situation with your team, the water service was never established in my name. However, I noticed that water was being supplied to the house without any official agreement or contract with the city.As a tenant, I assumed the water was being managed by the property management company. Now, I have learned that I am being charged for water usage from last year, amounting to $1,000, despite the fact that I never signed any contracts or documents with your company.I believe it is unjust to be billed for services I did not formally request or agree to, and I am concerned about the legality of this situation. I kindly request your assistance in resolving this matter, as I do not believe I should be held responsible for these charges.Thank you for your attention to this issue. I look forward to your prompt response.Sincerely,

  Business Response

  Date: 08/14/2024

  Hello ****,

  Thank you for your inquiry.  We received a lease from you indicating that you have been residing at the property since 6/9/2023, which you also acknowledged in your complaint.  As you were residing at the property and received the benefit of the services provided, you are responsible for the cost of those services.  

  You were back billed in accordance with Phoenix City Code, Section 37-1.1, which states:

  A. If an error occurs and an account holder has received water service but was not charged for that service, the Director may charge the account holder an amount not more than the cost of 36 months of service before the date the Department becomes aware of the error.

  I also reviewed the lease you submitted and it specifically states that the tenant is responsible for all utilities, including water. 

  We understand the financial impact of an unexpected high bill, therefore as a courtesy I have placed the balance on a 12 month payment arrangement.  The installment amount for that arrangement is $91.64 per month.  This amount will appear on your billing statements as a separate line item in addition to your regular monthly charges.  

  Thank you,

  **********************************

  Customer Answer

  Date: 08/14/2024

  Dear *******************,
  
  Thank you for your response regarding the lease and the utility charges. I appreciate the clarity you provided.
  
  However, I must express that I do not agree with your decision concerning my responsibility for the costs associated with the services provided. Additionally, I want to clarify that I have not signed any legal contract with your office regarding this matter.
  
  Given the circumstances, I believe it is necessary to escalate this issue for further discussion and resolution. I am open to exploring potential solutions that can address this situation appropriately. 
  
  Thank you for your attention to this matter. I look forward to your prompt response.
  
  Best regards,

  Business Response

  Date: 08/15/2024

  Hello ****,

  Thank you for your response.  When you sign up for service, you agree to all of our terms and conditions as stated in Phoenix City Code, Section ******: "The provisions of this chapter are the terms and conditions under which the City provides water service to customers."

  In addition to the code I provided previously specifically related to the back billing, Section ***** reiterates that "[t]he Department will assess water charges, fees, and costs for any use of City water, even if the person who used the water failed to apply for or establish water services."

  You are responsible for all charges under code.  The full text of Phoenix City Code is available online.

  Code does provide the option to proceed to an Administrative Hearing under Section 37-95.  In order to do so, you will need to submit a protest in writing or by email that identifies the amount of the bill challenged and specifies the reasons for the challenge.  This written dispute must be received by the city of Phoenix no later than 60 days after the bill date of the charges you are disputing.  

  We respond to complaints submitted through the BBB as a courtesy to our customers.  However, as a municipal utility the BBB does not have jurisdiction over the City of Phoenix Water Department.  A dispute sent to an unaffiliated third party therefore cannot be accepted as an initial protest; you will need to send something in writing to us directly if you wish to proceed.  Emails can be sent directly to our customer ********************** at *******************************************************************************************************************. 

  Please keep in mind that should you choose to proceed to a hearing it will be your responsibility to provide a preponderance of evidence that you are not responsible for the services provided.  The department will be relying on the code I have provided, the clause in your lease, and all requests submitted to attempt to start service in your name from May 2023 and June 2024.  

  Thank you,

  **********************************

   

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a final bill a few weeks ago stating a final amount due and the date it was due, 7/17/2024 Today, 7/16/2024, I went to the Phx Pay Online website to pay the bill. My account was frozen and was already sent to collections even tho the due date for the amount was not shown as past due.I was not even able to pay the bill online due to my account being frozen.

  Business Response

  Date: 07/17/2024

  Thank you for referring this complaint to my attention.  I reviewed the account information and the final bill was sent on 5/31/24 when the services were stopped.  That bill was due on 6/21/24. 

  A follow-up invoice was sent on 6/26/24, however that **** was for a late fee only.  All other charges were already past due, and it is those outstanding charges that caused the referral to the collection agency.  Regrettably, the balance does need to be paid to them at this time.  

  Thank you,

  **********************************

  Customer Answer

  Date: 07/17/2024

  I did not receive any bill dated 621. I received two bills via email with a due date of 717. I never received a letter or any statements at all.

  I have gone back through all my emails and done a search and do not have any written or digital communication regarding any other bills except the bill that was due on 717

  I did speak to a customer ********************** representative on May 15 and ask for a paper bill to be mailed to my new address which I also never received

  Business Response

  Date: 07/18/2024

  Hello ***,

  Thank you for your response.  On 5/15 we received an online request to stop service on 5/31.  I checked the stop service request and per that request the final bill was to be sent via email.  No alternate mailing address was provided.  The final bill was therefore emailed to you in accordance with that request on 5/31.  So there is no confusion, the 6/21 date was the due date of that bill.  

  We also sent a letter notifying you of the past due balance on 7/5.  Regrettably, because no alternate mailing address had been provided it was mailed to your service address and therefore would have relied on mailing forwarding to reach you.  However, we also reached out to you via phone and email on 7/16 in an effort to connect with you and allow you to pay the balance prior to the account going to collections.  It was referred later that evening, and therefore payment to us was no longer an option when you contacted us on 7/17.  We do not have any record of speaking to you on 5/17.  

  I will send a duplicate copy of your bill to the mailing address you provided with this inquiry.  However, as previously advised you will need to pay any balance due to the collection agency at this time.  

  Thank you,

  **********************************

  Customer Answer

  Date: 07/19/2024

  Again, I only received 2 bills, both with a due date of 7/17/24. These were emailed to me. 
  

  Again I have gone thru ALL my emails all the way back to May and do not see any other communication. 
  

  the issue I have with this is that I can only pay the bill thru your collection department which is totally stupid to make it more complicated to pay the bill in an effort to punish late payers for your lack of communication. 
  

  I will not pay thru a collection agency and if thats the only way to pay then you will not be paid   Your choice 

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just moved and am trying to have my water turned on at my new house. The City of Phoenix is now saying that I have a balance of $408 and some change from 12 years ago and that if it is not paid they will not turn on my water. I have lived in 2 other houses in that 12 years and never once did someone say I owed money. Then they tried to tell me that when I had my services turned on at my house on **************** that I never turned off services at the house on 45th drive. I did have services turned off when I moved and had services turned on at the **************** house. I have called them trying to resolve this and was hung up on twice and was on the phone for more than 2 hours trying to get a hold of an executive that they never transferred me to.I have been a customer for 20 plus years and have paid my bills.

  Business Response

  Date: 03/01/2024

  Hello,

  Thank you for forwarding this complaint to my attention.  

  I'm sorry to hear about your situation. Under Phoenix City Code any prior outstanding balances must be paid prior to ** starting new service.  Regrettably there is no consideration for the age of the debt nor any ability to settle; if debt exists it must be paid in full prior to us starting new service.  

  Thank you,

  **********************************

  Customer Answer

  Date: 03/04/2024

  I have had 2 more houses set up with services with you. Why did no one say anything when I set up any of the other houses in between now? Seems like really bad business. I have paid my bills with you for the past 27 years or so, but 12 years later its ok to tell me oh by the way you owe $408 with no mention of it for 12 years? 

  Business Response

  Date: 03/05/2024

  Hello *******,

  While it is certainly regrettable if this balance was missed previously, that does not change the requirement.  Per code the outstanding balance must be paid before we can start new service.

  Thank you,

  **********************************

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The city of Phoenix claims that I owe in excess of $19,000.00 for non payment dating back to 2020. My water was shut off for non payment late in 2023. I have been given several different answers by different representatives as to how this can be resolved and how they would wait three years to turn off services. My most recent attempt at remedying the situation was to submit bank statements showing payments from 2020 to 2023. ******* said they needed to research the information. That was last week. As of now my family is still unfairly without water service due to an error by the city.

  Business Response

  Date: 01/16/2024

  Hello,

  Thank you for forwarding this complaint to my attention. 

  The last recorded payment we received on this account was on 3/2/2020.  In the nearly four years since that payment was received, charges have continued to accrue and compound.  During the height of the ******19 pandemic we were not disconnecting service at all, and after that time our initial action was still to restrict the service to low-flow rather than an immediate disconnection of service.  Due to these events it did take some time for service to be completely disconnected.  Regrettably now that it has occurred the only resolution available to have service restored is to satisfy the outstanding balance.  

  On 11/20/2023 I sent you an email with contact information for some help agencies.  If you have not already, I would recommend reaching out to them to see if they are able to provide some assistance.  Additionally, any payments you are able to make toward the outstanding balance will be beneficial; at this time monthly base fees and late fees continue to accrue.  

  We do not have any record of contact with you since November of last year when I emailed you.  Please forward any bank statements showing payments made to us after 3/2/2020 to me; you can respond to my email address.  If you no longer have that email please respond here and I will forward it to you.  

  Thank you,

  **********************************

• Initial Complaint

  Date:11/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/8/23 I contacted the City of *** Water Company to apply for the government funded program (LIHWAP ) . They said they would forward my information to that department and I could call back later that day to see if I was approved. I called back later that day and was told I was approved and that I needed to pay $****** and they would pay the remainder of my bill.A few days later, on 11/16/23 I realized they hadn't given me a date to pay by. So, I called them back. I was told that I needed to pay the ****** by 11/16/23. Which was that day. The rep says to give him a few minutes, to review my account. When he comes back, he says it looks like you already made a paymment of $400, so you just need to pay $148.40. I asked, so i just need to make a payment of 148.40?He said yes. I can transfer you to the *** now if youd like to make payment, I said yes. Thank you. The next day, I called to see when they would pay the remaining balance and have my service turned back on. They said No, I didn't pay the correct amount, so I don't qualify anymore. That I needed to pay the ****** by 11/16/23. I told them what the rep the previous day had told me.They refused to acknowledge that their rep gave me the incorrect information and that, that was why I wasn't qualifying any longer. They said they would simply use my account in their training, to make sure this didn't happen to any other customers but that they would not be fixing the mistake they made by not giving me a date to pay by and then not giving me the correct amount.They said I simply needed to pay the balance of $1****** if I wanted my services restored. I am a single mother and this is impossible for me.The supervisor (LIHWAP dep)said she would review the phone calls between me and the reps who gave me the incorrect information and return my call, although she made a point again to tell me, she would not correct the mistake they made.I have not heard back and when I try to call her it just hangs up on me.

  Business Response

  Date: 11/21/2023

  Hello,

  Thank you for referring this complaint to my attention.  We are working with this customer directly to resolve the situation.  

  Thank you,

  **********************************

  Customer Answer

  Date: 11/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:10/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into my new address on 10/11/2023 I submitted a start, stop transfer and received an email stating that I owed a previous balance at an old address of $800.00, and there was a $152.15 fee that I had to pay to the collectgion agency. It was sent to the collection agency. I paid the balance and was told by the agency that I could give them the authorization code and that they would start the services the next day. My water was shut off on 10/24/2023, I paid the balance on 10/26/2023. I called in gave them my authorization code and I was told that I needed to wait 1-5 business days for verification that I paid the balance. I called the collections company and they stated the email was sent over, I called City of Phoenix back stating that the verification email was sent over. The rep told me that they could see that the supervisor was in contact with the collection agency but havent received it just yet. Then I was told that the owner hadn't registered it as a rental property and I couldn't get service started until he did with Maricopa, which he did on the 13th of October. I called back this morning 10/27 and they are still saying they never received the email from the collections company. I called the collections company back, they gave the time that the verification email was sent. I called city of phoenix letting them know the time that it was sent, they stated the never received an email and I need to wait 48 hours. I have been without water for 4 days, I have 4 kids and animals, we can not shower, cook dinner. I was upset and crying on the phone and they said there is nothing they can do and I need to stop crying. They also said that when the verifcation email comes through I still can't even get my service turned on until the owner calls them to let them know it is registered, even though he did it already. The City of Phoenix has no compassion, empathy for anyone and unwilling to help. The collection agency said all I needed to do was provide the code.

  Business Response

  Date: 10/27/2023

  Hello,

  Thank you for referring this complaint to my attention.  We received confirmation of payment earlier today as well as all the documentation required, and water was turned on at approximately 1:00pm this afternoon.  

  I'm for your frustration with the process.  

  Thank you,

  **********************************

• Initial Complaint

  Date:10/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a statement showing the meter reading ****, the last reading on 10/3 states 2440.Would you assume that this is impossible to use 17 units in 5 days?Below is the billing history for 2023. I reached out on the city's water page asking them to look into the discrepancy. The response was a copy and paste of the website to request a reread of the meter. I read the meter. Look at the history. It looks like we are there in September, not there in August and were there 1/2 of July. There is clearly something wrong and they refuse to acknowledge there is an issue. I would like them to review the issue and correct it.9/5 39 units 8/3 0 units 7/6 6 units 6/2 11 units 5/2 8 units 4/4 6 units 3/2 7 units 2/2 8 units 1/4 10 units

  Business Response

  Date: 10/11/2023

  Hello,

  Thank you for referring this complaint to my attention.  

  Please provide a copy of the statement received indicating that the read is 2457.  The last bill sent for this account was on 10/3 and the meter read at that time was **** as indicated.  The next bill will not be generated until 11/2.  

  Thank you,

  **********************************

  Customer Answer

  Date: 10/11/2023

  The business is aware I read the meter following receipt of the bill and found discrepancies with the entire year readings. They have refused to review and will not take action to rectify the situation. They continue to request information. 

  The meter reading on the current bill is inaccurate as has several others. I have requested the meter be evaluated and only get the response the meter is not the issue without investigation. 

  Thiis year's billing history speaks for itself.

  I reject the response as a delay tactic to avoid addressing the issue of faulty equipment.

  Business Response

  Date: 10/11/2023

  Hello *****,

  We have no record of any statement sent on your account since the 10/3 meter reading of 2440.  We bill on a monthly basis and billing cycles are ***** days.  As previously stated, your next meter read is scheduled for 11/2.  We have not been to your property since the 10/3 read.  The statement you allege you received and further allege to be incorrect does not exist.  I again request that you submit that statement for review.  

  Meters in the city of Phoenix are read electronically.  The read is transmitted to a laptop or handheld device in the meter reader's vehicle and automatically downloaded to our billing system.  Monthly bills are generated based on these meter reads and are calculated based on usage for the billing period.  We cannot address fluctuations in usage on your private property; we only monitor water up to the meter.  All bills generated on your account are based on actual monthly reads and will not be adjusted.  

  If you believe the most recent meter read to be inaccurate you can request a reread.  The cost for that service is $22 plus tax ($23.98 for most customers).  If the meter read is determined to have been incorrect the city bears the cost, otherwise it will be added to your account. If you believe the meter itself to be inaccurate you can request a meter accuracy test.  This test is more involved and requires the removal of the meter from the property.  The cost of that test is $253 plus tax.  Similar to the cost of the reread, if the meter is determined to be over-registering the city bears the cost of that test, otherwise it will be added to your account.  

  Thank you,

  **********************************

   

   

  Customer Answer

  Date: 10/23/2023

  I am not satisfied with the customer ********************** provided by the organization. One would expect better service from a city employee. This employee emailed me several times today to inform me of how accurate their system was instead of attempting to resolve it. It was my impression that she felt that she and her department could do no wrong and the equipment never failed. 

  Someone did come out and replace my meter today with one that only can be read electronically. I guess that is too make sure I can't verify the accuracy any longer.

  We definitely have some unethical employees working in our city government.

• Initial Complaint

  Date:09/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Not the 1st issue with city water ***. Prior overcharging bill.This complaint is they turned off my water without sending a letter they would do so. They claim they did but I never received. Funny I received the bills but not their letter? I was sick for last month and got behind. Woke up to to no water. When called and found out what they had done-- i immediately paid bill. Did so with a paypal credit card and checking account combo. Pay pal credit says the payment cleared *** water says didn't get and will take up to a month to clear 3rd party payments. Meanwhile no water while they hold onto my payment and do not acknowledge it to resume service! ***They have also been told multiple times to update phone # and still have not. They want a pin ID I made 30 yrs ago when I say I dont know they want a previous bill amount to the exact ***** to verify me????? Ridiculous.

  Business Response

  Date: 09/07/2023

  Hello,

  Thank you for referring this complaint to my attention.  

  In review of the account a notice of nonpayment letter was sent on 8/7/23 advising to pay the past due balance by 8/14/23 to avoid restriction.  The notice of nonpayment was sent to the same mailing address as monthly billing statements.  Additional time was allowed beyond the date of 8/14/23, but unfortunately payment was not received and a restrictor plate was installed at the property.  The restrictor plate does not stop service completely but does restrict water service to low flow.  

  We cannot remove the restrictor plate until payment for the balance is received by the city of Phoenix.  We do not accept payments through paypal, therefore if paypal credit was used to pay a portion of the bill it would have necessitated paying through a third party.  Regrettably we do not have control over the timeframe for receiving payments from third parties and are unable to take action to restore full flow service until we have received all funds required to pay the balance. If payment is made to the city of Phoenix directly, service be restored to full flow the same day if the payment is received by 5pm or the next business day if payment is received after 5pm.  If it is an option to cancel the initial payment and pay the city of Phoenix directly that could result in faster service restoration.  

  Thank you,

  *******************

  Customer Answer

  Date: 09/07/2023

  Pay pal has documented you have received the funds.  The funds are in your possession and you are withholding services after being paid. Illegal.  I was told to provide receipts which I did and were sent to your office and still was told to wait up to 30 days for service to be restored.

  I DO NOT have any water. I Do NOT have low flow service. That is a lie.

   

  I have health issues. Az heat is 113 degrees. My toilets are full of waste. It is unsanitary.  Your behavior withholding services after being paid is illegal unethical and vindictive.

   

  I DID NOT receive any letter stating you would completely shut off my water leaving me stranded.

  You have been paid your 600$.  

  Stop withholding my payment and get my water back on.  Not in 30 days. But immediately.

  Business Response

  Date: 09/08/2023

  Hello *********,

  I'm sorry you're dissatisfied.  We understand that our customers may prefer to pay through a third party, but it does cause delays in the city of Phoenix receiving the payment and until the third party transfers those funds to us we cannot take any action.  Again, they must be in our possession, not the possession of another entity.  

  Fortunately, we received your payments from the third party after business hours last night and there is a request pending to restore service to full flow today.  Should you find yourself in a similar situation in the future it would be best to pay the city of Phoenix Water Department directly in order to avoid the delay you experienced.  

  Thank you,

  *******************

  Customer Answer

  Date: 09/13/2023

  Ms. **** *****-

  It appears you have not read any of my responses thoroughly.

  1) I did NOT have low flow as you incorrectly stated. I had NO flow.

  2) the full payment done through paypal(what you are calling 3rd party) was a split payment.  City of Phoenix Water Services took part of that payment and cashed it immediately. You chose not to accept the rest of the split payment and hold up resuming services. Thus telling me it was at your discretion when that payment would be acknowledged and applied. 

  3) receipts for those payments were requested and presented with still no acknowledgment of the payments.

  4) paypal repeatedly told me your agency could and should have contacted them directly to verify the payments but you chose not to.

   

  I just want the facts to be clear.

  And yes I am disappointed in your customer ********************** especially since this is not the first time dealing with issues with City of Phoenix Water Services!