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Business Profile

City Government

Tucson Water

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/15/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Our water main broke on 02/11/2025. We waited one month of service to have evidence of higher than normal water use. We requested a high usage waiver and we were turned away based on a technicality. They can only waive the overage IF the amount wasted was over 20 CCF. Our usage was at 19 CCF. So we were better off allowing the water to waste for another hour to qualify for the waiver. This logic is non-sense. We have spoken to two representatives and both have, politely, rejected the request based on the criteria they are forced to adhere to by their workplace. I would ask that this be considered on a case-by-case basis considering that this is causing considerable financial strain and we have no other option for water service as this is a monopolized service. We ask our request be considered and reviewed for this exemption as we did not purposely waste this water.

  • Initial Complaint

    Date:06/01/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 am writing this complaint for Tucson Water. They did a disconnect of water due to me forgetting the due date. When I called them I also informed the agent I was speaking with at the time I requested an extension and it was approved.. she stated even though it may says approved on my end it doesn't actually go through on the account… I informed her they should update their systems because that is very misleading. I paid the past due amount immediately while on the call and she stated I am guaranteed service that same day 5/30 and someone would be out no later than 8pm that day.. I waited at home until 8pm no one showed up.. I left my home that night since I do have a child and we need water…2 days later 6/1 I am still without water at my house. I contacted customer service waited for about 15 mins for someone to answer just for the agent Madeline to tell me to check the valves outside. When I asked her for instructions she was unsure and I figured it out myself but the water was still not working. She stated she would create a work order but still no guarantee water would be on Today either.
    This has been a nightmare and I am disappointed in the service provided. I would like for them to issue a credit to my account for the inconvenience.

    Business Response

    Date: 06/09/2023


    Good afternoon Ms. Owensby,

    I want to apologize for your recent experience with the Tucson Water Department. As a department, we always strive to provide the best customer service; unfortunately, we sometimes fail.

    It is not common for a customer to be without water after paying and having the work dispatched to the field workers.
    In reading the details of the complaint filed with the Better Business Bureau, I have identified several opportunities for improvement: system upgrades, training of customer service employees,
    and developing a safety net to ensure other customers have a different experience.   Situations like this allows us the opportunity to improve our current services and make necessary corrections 
    to avoid the same problem happening again in the future.

    The City of Tucson has no budget to credit customers for unintended inconveniences. However, I spoke to a customer service supervisor, and she agreed to waive your lock fee of $55.52.

    I want to thank you for taking the time to bring this matter to our attention and allowing us to make changes. I have also left you a voicemail and followed up with an email.

    If you have any questions or other concerns, don't hesitate to contact me directly.



    Sincerely,

     

    Reyna Woods

    City of Tucson-Water Administrator

    Reyna,[email protected]

    (520) 262-6324

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