City of Portland - Portland Water Bureau Review

Just called the Portland Water Bureau. After a brief hold, and about a minute of conversation, everything was resolved. Can't ask for better than that.

After moving into the Portland Water Bureau district and receiving a huge initial quarterly water bill, I called Customer Service looking for answers and guidance. This was also after consulting with neighbors who agreed that the bill was much, much higher than theirs. I was not supported, and I felt that all the Portland Water Bureau was doing was protecting themselves from any future legal action. It was a miserable experience, and of course I ended up paying the massive bill.

Predatory billing practices, plus insanely high rates on storm water. The water dept is ran about as well as the mayors office.

Before I go on, I want to say that I believe publicly held utilities are the only way utilities should function. I do not feel as so many do-that government is bad. But the water bureau in Portland is slowly chipping away at this core belief!

They are the worst. Many of the customer service reps are incredibly rude (although I have had some very nice ones too) and they won't work with you. I went through a rough financial patch and while other utility companies worked with me, they refused to do so. Because I was paying late (?) they were constantly charging all types of late fees. This also happened to me last year when they abruptly canceled autopay. They also shut off my water service, even though I paid for my monthly bill, but because I had not paid $90 in late fees. And again, those late fees come often, seemingly randomly. Eventually I talked with a supervisor who cut the late fee bill from $90 to $25. And why that reduction? I suppose because I was pleasant over the phone. I don't understand the how or why of any of it. They remind me of the frustration of working with Pacific Bell 40 years ago.

I called & was honestly trying to figure out my predicament... she was able to move it 2 days later but was rude & didn t ask if there was anything else I could be helped with like GE, Comcast, Sprint and other utility companies and quickly said thank you & hung up.... I wish I recorded it but will in the future so I can play it back for a friend that works in the same company. Very unprofessional which is why it s a one star only!!!

Among the highest water bills in the country. Most of the bill is storm/sewer - never mind that our streets flood routinely in this neighborhood. As near as I can tell they estimate your bill. No matter what you do - it goes up and up, while the quality of the customer service goes down.

Staff has been very helpful, friendly and easy to work with when making payment arrangements. Thank you Portland water bureau :D

Awful customer service. Dismissive and rude. Zero compassion. True clownery at its finest. I don t know how much these people get paid but I guarantee it s too much.

Best crew ever! Love these guys. Fixed a water main break in our front yard. Cleaned up everything. Moved their truck so we could get burritos. Excellent summer day entertainment for the whole family. Amazing! Thanks Portland Water Bureau

The water is great but dang it costs a lot! Portland has a monopoly so they can charge you as much as they want I'm currently on a 10 minute hold despite paying over $500 quarterly.

High quality water. But their prices leave something more to be desired. Overall, I would recommend looking for water elsewhere.

They take area water, make sure its healthy, and pipe it to your house using pressure. You will pay a premium for this service, but I wouldn't have it any other way, Its really pretty great to have indoor plumbing. Thank you for the service Portland water bureau.

I haven t gotten a bill in the 6 months the bill has been in my name. I can only imagine the late fees they will try to charge me. I will simply refuse to pay, and move out considering I m moving anyways. They sent me a letter with online login information which repeatedly didn t work. Like I tried it 100 times and has never worked. I even tried the pay without logging in and it says my account can t be found by my address. So I guess you guys won t be getting your money...? Maybe you could make it easier for your customers to view your bill or stay open until 6 pm, or be open for a few hours on Saturday so that someone can call when they aren t at work. Thanks.

I appreciate the water, not the issue..
But the service (and staff I spoke with) has been dismissive and rude. I thought I paid the first bill when I got it, must not have though. Then got a call from someone who left a message that my water was going to be shut off, called the number back and was told that it must have been a mistake. Then got a third warning, in the mail, threatening that my water would be shut off if I did not pay (I have never even had a late bill with them that I know of) it. Then sent in a check that same day. I came home tonight to a Pre-Shut Off Notice and a Late fee in the mail. When I tried to call, I was first asked to wait a moment so that the woman I was talking to could help me. Instead she gave me to someone else who dismissively/and shortly informed me that I could call in during my work hours or they would not help me.
I realize we don't have other water options, but I hope PWB will at least consider the way they treat and listen to (or not) customers. It is scary to be told that your water is being shut off and that you are being charged extra money, getting mixed messages and not being listened to makes it worse.

I have been receiving updates about work on the reservoirs in Washington Park. It's got so I look forward to them because they are so informative and succinct. Technical stuff is at the end or in an attachment so I don't have to wade through gobbledygook. There usually is some turn of phrase that makes me smile. Communication at its best, Rhetta! Thank you.

Zero human compassion for a utility people can't survive without. Kids, medical issues.... they'll just turn water off with no payment plans or anything. Warning. :(

Voice mail systems takes too long then person answered and hung up on me immediately.

PWB turned off their auto-matic pay function for over a year. In the year 2016. Despite multiple requests for email and phone call notifications, they have been unable to manage this. After renewing their auto pay functions, I set it up, and it didn't work. They charged a late fee for this. Dealing with them has been a disaster.

PWB price is $5.2 for ccf water, Greshem price is$2.6
for sewer PWB charging 3 times more

quick, nice, friendly. Helped me transfer over utilities in 5 minutes.

The customer service is terrible. They will not work with you. Random office closures and rude staff all around

Typical government lead institution with their some firmly planted up their butts. If they had to take part in the free-market they would not survive so the government has to prop them up pathetic. Makes you wish you could put General Pinochet in charge of straightening them out.

The worst utility I ever had to deal with. First they cancel auto pay, so now I am late all the time - in 2016, I can't pay online with auto pay. Then they changed all online accounts with no notice, so now I can't even log in, even though after about a year now they have auto pay again. Morons.

This is the most corrupt utility in our state. They make charges, late charges, on already paid bills. Try to call and get someone to answer. They don't. I sent them a check they sent it back. They are a mess!

We had a property side leak this morning that threw us into a tizzy the water bureau was very friendly when we called, and sent out one of their technicians within a few hours who was very helpful in identifying the source of the leak and temporarily fixing it so we wouldn t have an enormous water bill. It was above and beyond what we expected and what we have experienced of water bureaus in the many cities we ve lived. Very pleased!

Where is all the money going? Bills are extremely high- is Donald Trump getting a cut? If he isn't, he would like the way you are ripping off the public. BAD! SAD!

I pay money and water comes out of my faucets. Great trade off, would do again.

Look out, extemely rude customer service rep Kathy Koch, has an awful dismissive attitude when calling about an issue of someone opening a water account on our address. Pretty typical of a miserable Portland bureaucrat, lacking in personal skills, vacant, mannerless.

The customer service is very rude and they won't work with you at all. They are incredibly overpriced!!! I could buy a nice vehicle and make a monthly payment on it for the price I pay in water!!!!

We Locate leaks in water pipes in yard. The water Bureau helps if the water meter box is broken by tree roots or a meter is leaking.
They are always helpful. The portland Plumbers are friendly.

I cannot understand how expensive it is. I live alone and it is over $100 a month. F this town

Who writes a review for the water bureau? Weirdos.
I like the review find water elsewhere . Like ok, I have the resources to do that. Only in America do people write negative reviews for clean safe drinking water.

Jesse was so helpful he paved the road in front of my house and it was so helpful so I paid him 60$ .

Wow, I had no idea these guys give people so much grief, be warned they are going to be trouble unless YOU yourself take responsibility on checking in with them on your business and billing.

Being an Office Manager at a Property Management Company, I'm often on the phone a lot with Portland Water Bureau. Staff is always friendly and straight to the point.

Worse utility you have to deal with. If I could fire these guys I would. Worst customer service ever.

I had my pipes inspected today by Lillian and Matt from the Portland Water Bureau. They were super friendly. I didn't even have to pay for my lead testing on my pipes. As a matter of fact... they are giving me a $20 credit on my water bill. I was able to find out that don't have lead in my water today.
I think it was awesome that Lillian was treated as an equal by Matt.
They did give me suggestions about what's a good water filter to use. We are thankful for their visit today.

Don't really care for them. always have had a problem with them.

Wow, I had to call these guys to try and figure out why my bill increased. Both times they were extremely helpful and informative. Way to be PDX Water Bureau!

Horrible, after over 6 years of the sewer only bill not being paid by the occupant of my property the water bureau contacted me and told that I was responsible for over a $10,000. They took the bill out of the occupants name and put it in mine and refuse to put it back in the responsible parties name. I have requested a breakdown of the charges on the account as to sewer charges, late fees, shut off fees (which they cant shut off the sewer), last chance and any other fees they may have added with no response. I also asked them to provide me with documentation as to the collection attempts made with the occupant and nothing from them. I was told they are coming after me because they can put a lien on my house. The refuse to answer my question as to why it took them over 6 years before they contacted me. No response. I think the public needs to be made aware of their practices if they are a sewer only account with the City of Portland.They refuse to send any correspondence to where I live after I sent a letter to them from my neighbors, sister and my dad stating my correct residence. I guess since they are a municipality they can do what they want.
So frustrated.....

Worst. Zero knowledge of what their own department is doing and less than zero customer service. I paid my bill and two weeks later they sent me the full amount back in the mail as a check, with no explanation. Then, they started charging me late fees. No one can explain why this happened or how to fix it other than to copy the check and send it in to them...? I asked why and was told, "so we can see the account number." I said, "is the one I am reading to you not working?" I was told, "Oh yes it is, we just want to see it." (Uh.) Because the person on the phone had no idea what their own department was doing, they felt completely inept and were snarky and huffy. It's the equivalent of calling Comcast.