City of Tucson Review

Worst customer service I ve ever experienced. Called because, after reviewing my bill (cryptic codes online and all), I realized I was being charged for 2 trash containers for months! The rep I talked to told me they would send someone out to confirm there s only one, but since they could not prove there has been only one container on the property prior to their rep coming out, they told me I was out of luck and had given them HUNDREDS for a service I was not being provided. Asked for a call back from a supervisor who was unhelpful - requested a call from that person s supervisor and have been waiting over two weeks for a response. My next call will have to be to the public utilities commission. Sad we can t get more competent services in our city.

Super rude customer service, our tax payer money wasted away.

Got a voice message that I was owed some money on an account I closed over a year ago. Called back and within 5 minutes was talking to a very helpful account rep who quickly looked up my old account, took my new contact information and said the check will be mailed. Very competent and professional service!

I wish I could give a rating less than a 1 (or actually a zero if there was one). Ridiculous! Can t seem to speak to an actual person and they don t call back. AND....if you don t choose to have them cal you back, they automatically hang up on you. This is the worst customer service I ve seen in a while. Happy they have jobs. I wouldn t hire them to be dog catchers.

Spoke with Alma about a water audit and meter check. She was terrific and very helpful. Went the extra mile to start the process of the audit and the meter check. Thank you Alma!

the only reason I would give a 1 star is because I cannot give a zero or negative, multiplied by infinity. I am a native Tucsonan and have NEVER had a good experience with this department. When I had a $700 water bill for two months in a row, they refused to come fix the line which was leaking on their meter. I had to pay for a plumber to come fix. Even he said it was a CITY issue not mine. But paying for the plumber was less expensive than water continuously leaking. When I tried to resolve with Tucson Water, the little man behind the counter was so arrogant and rude, he had the previous four people in line (before me) seething mad. My experience was the same...especially when he said, "Right, it's my fault because you don't make enough money to pay your bills."
Which had never come up in the conversation. Just shows that he views all customers as dead beats looking for a handout. Coincidentally, within a few hours, someone came to my home and shut the water off (although I had paid the extraordinarily high bill), right in the middle of us grilling in the back yard. We were grilling on an open pit with mesquite and when I needed to douse the coals with water, there was none to be had. I went to the curb, checked the main for more of leak, only to find the red tag of the shut off. So, I cut the tag, turned the water on and doused the coals. When I went to the main office the next morning to tell them what happened, I spoke to a "supervisor" who, rather than looking at what happened objectively, looking at the evidence of my payments and plumbers bills, issued me a TICKET for a civil infraction for illegally turning my water on!
Enough is enough. Rather than running this "company" with people who are hired because they are related to other persons on the department, we need to fill these posts with professionals who actually know what they are doing and have a high regard for the community and service they can PROVIDE to such. The Bolivians have the right idea, water IS a right and needs to be protected from predatory entities which seek to criminalize those who oppose oppressive water management. Of course we need to pay fair rates and use water responsibly, but this does not mean we need to be ruled by a mafia type of peoples who have so ENRAGED the persons they are supposed to serve that they've had to install safety glass. This is NOT to prevent robbery as they take no cash and have none on hand. It is simply to protect them against citizens who have had all they can take. That is a sad, sad statement of the lack of customer and community care.
Like I said, ZERO is my star rating.

You know you're going to have a bad day when you have to contact Tucson City Water. I have 10 accts. for apartments and pay them electronically. I get a notice that I have a delinquent acct. and that they will turn it over to a collection agency if I don't pay it in 10 days. It was paid on time on 9/28/17. The bank and my statement verified that. After 45 minutes wait time with Customer Disservice, they tell me I have to bring proof of payment to them since it was not posted to any of my other accts. Tucson City Water is a great example of a poorly managed public service company in an even more poorly run City Government. Now I must go to their office. WASTE EVEN MORE OF MY TIME!!!

Online Payment system rarely works. Seems to always say "URL cannot be found" When I click make payment. We have bills due people.

Super rude... hooked up wrong address and won't change it. Have to go down there to fix and then proceeded to hang up on me

Michael answered my call and was very helpful. He wrote down my concern and gave it to the transportation department. The concern was a tree growing next to a telecommunications box and threatening to cause damage in the near future. Thanks Michael.

The most unfriendly, rude, uncaring customer service I've ever dealt with. They honestly don't care if you have no water and it's 107 out.

**UPDATED from 4 to 3 stars
On 10/01/19 a field tech went out to a property I manage because the home was being sold by one family member to another and the account name was changing. He called the new owner to advise he couldn't find the meter so the owner needed to find it and then call back to reschedule the account switch, adding that since he couldn't find a meter the water would have to be turned off (how are you unable to read the meter without knowing where it is but you're able to physically turn it off?). The owner gave me the tech's number to sort it out and the tech had a "not my problem, you need to figure it out" attitude from the start. After a few minutes of this I asked for his name and he replied, "what do you need my name for??" "Because you're behaving pretty unprofessionally and I'd like to speak to you supervisor." He finally told me his name (if that's his real name) after me asking four times, then he said he wanted to speak to MY supervisor. What? Asking for your customer's supervisor? lol.

I called the main line and spoke to Melinda, who was very professional and courteous, and who advised the tech shouldn't have called the owner, but their dispatch, who could walk him through where to find the meter. She added that since the water wasn't scheduled to be turned off he shouldn't have had a problem anyway since he didn't need to touch the meter. Melinda said a supervisor would call me and I'll update my rating accordingly if they do. Negative stars for "Jesus" but five for Melinda = three stars for now.

**UPDATED from 2 to 4 stars
On 11/29/18 I submitted a 2-star review expressing my frustration over waiting 40+min to get through to a rep to begin service. Within a few hours of my posting I received a call from a Supervisor (Jane? -Sorry if that's not right). She was very apologetic, expressing her own frustration that customers had to deal with such long wait times, and advised they were currently in the process of training an additional (8) Customer Service Reps. I was in total shock that she (a sup in a governmental department) would reach out to me as if I were a willing customer whose business she was eager to win. Completely changed my view of this department of the City. Well done!

Worst company out there. Could your rating really drop any lower? It's obvious how little they care buy all of the reviews that have been written.

Since moving back to Tucson in August, I have contacted utility
services 3 times about different things. Each time the agent I was talking to was pleasant & informative and each ended the conversation asking if there was anything more they could do to help.

Had a water leak. Dave from City of Tucson water provided excellent customer service. He was knowledgeable, considerate, helpful. It is rare to find this kind of service and I wanted to say again thank you.

Theives! No contesting there b.s. meter reads. high water bill with no explanation, no leaks, and they don't care, just want their money.

THE TUCSON WATER DEPARTMENT sucks! AND LIES! Dioxane has been known to be in the water supply for years. The tap water is radioactive. The online information regarding water content is badly dated and inaccurate. For example, there are no protocols (as of 2015) for measuring pharmaceuticals in the water supply.

DON'T DRINK TOXIC TUCSON TAP WATER.

Terrible Terrible Terrible. The phone systems loops back to the beginning randomly and I was on hold for 25 minutes on my cell phone before someone answered and asked me to HOLD. THEN! Because an old tenant left a bill they won't turn my water on at the new location. What?? My account is in good standing. I have to go to their office during business hours they say with an ID to prove I'm not trying to turn off my water at my current address in order to have the water for someone who used to live there turned on for them when they owe money... ?? The ridiculousness of that whole concept is completely beyond my understanding. I wish I could give you a minus -50 stars. I don't even know what else to say about this.

Paid my last bill on time. I was curious as to why I have not received a current water bill yet, so I went online to check the balance. It says I paid on May 6th and my next bill is due on June 14th. The amount is $109.33. Then, for some reason, it says that I owe $256 and that there's $155 that is overdue. It also says but if I don't pay by June 11th I water will be shut off. None of this makes any sense. It literally says two different things on the same internet page. My regular bill is always around $100 to $120. I'm calling tomorrow to fix this, but I must say, the horrific reviews that are on here, make me feel uneasy.

They always seem nice to me. Have been dealing with them for 8 years, a few times I have made arrangments, they were very easy to work with. Not sure why others dont like. Maybe because they dont pay bills or communicate with them.

I have been waiting to speak to someone so far for an hour and 30 minutes just trying to get water service turned on my new home. Terrible

I have called everyday this week. All I want to know is if they have a preferred company to install gutters and water containers. I have saved every extra Penny for the last four year's. I need to know what the actual cost will be and what type of gutters they prefer if they don't have a Preferred company. They have mot answer the call when you chose what you are calling about. Then there is the bill. $305 and the system continues to tell me the amount of charges is correct. I'm on SS. For the bill to tribal is not normal, however the computer will not let me ask a customer service. It tells me to call back then hangs up. I'm am angry that I cannot talk to any live person. Both questions are important to me.

We've been dealing with the water company since 7/2/19 when we got an $800 water bill. They were supposed to send someone over to help with the problem, but failed to follow through. I called again on 7/5 and they sent someone over on 7/8 who said "you have a high water usage," really? I think we knew that!! We asked to have an evaluation and they said that will be another week long wait. I want to speak with the City Manager and may call one of the news channels. We are very dissatisfied with Tucson Water!! We've been customers for almost 30 years and never missed a payment. This is the customer service we receive??? Not happy Tucson - may be time to look for another town that is more accommodating and friendlier. Dr. Kolodny

When I was given the wrong account number and unknowingly paid the bill of my old house s new owner, Grace helped get the situation to a supervisor who made sure our payment got back to our correct account, and she even waived the remaining balance difference. All this, they solved within one day. That s pretty great customer service for a utility company!

Tucson Water has the most INSANE policy for charging BS fees. I was charged a $28 "Returned Check Fee" for a typo in my payment information. Tucson Water closed their old billing portal and made customers register with a new billing portal. That required me to re-enter my payment information to save for future uses. I must have made an error somewhere in entering my bank account number, because the payment didn't go through. BUT, rather than saying "Invalid Account Info" or "Debit Card Not Valid" they charged me for a bounced check as if I had insufficient funds. When asked about this policy they stood by it! This is absolutely ridiculous and I don't know how this can be legal.

While at work yesterday, I was informed there was no water in the house or outside. A red tag was left at my door. I immediately called the water emergency hotline around 2p., to rule out any broken water main or pipeline in my neighborhood. After verifying our account is not delinquent and confirming our excellent 16 year credit history with Tucson Water, I was connected to Customer Service.

I was anticipating this error to be handled by customer service with importance, empathy and efficiency. After admitting Tucson Water made a mistake by turning the service off at the wrong home, I was told to wait an unknown period of time (24 hrs or more) to have the water turned back on. I was denied speaking to a manger but rather that one would call me, yet at an unknown period of time with same window of 24 hrs or more.

The lack of urgency on Tucson Water's part created anxiety causing a major distraction for me and my husband while at work the rest of the day. With warm weather, water evaporates fast. We have a pond with life animals where it's important to keep the water level steady. The anxiety of not knowing when Tucson Water was going to fix their mistake was really uncalled for.

It wasn't until my husband got home that we learned the water was turned back on. No one called us back, not even to let us know the mistake had been fixed.

There is no higher level of administration to contact via email other than customer service. In case my email is given the same nonchalant attitude I am posting our experience in hope that with feedback TW realizes their customer service needs a major overhaul and live up to TW's mission:

Our commitment is to ENSURE THAT OUR CUSTOMERS RECEIVE HIGH QUALITY water and EXCELLENT SERVICE IN A safe, RELIABLE, EFFICIENT, and environmentally RESPONSIBLE MANNER.

Had I been told that Tucson Water will do its best to resolve the problem within a 3 hour window of time or by 5 p.m., that would of eliminated the undue stress. TW does have the technology to quickly call dispatch, locate the nearest employee to the home and fix the problem OR just say they will be sure to fix the problem before the end of day -- NOT provide an obscure 24+ hour window, especially when the customer NEVER been delinquent in paying their bill.

Tucson has some of the hardest water in the county. MIne measured >200mg/L. Using a Brita or Zero filter, be ready to change the filter once a month or so.

These criminal cult cockroaches have wrecked not only the entire city water system, but by screwing with the water coming out of the ground they wrecked your pipes too..

Rarely submit reviews but can let this pass. Already having a Tucson Water account, and having paid my bill by this method previously, and without hassle, was dumbfounded by how complicated this process has become. My existing account was not recognized, was forced to establish a new account, then received message the user ID/email was already in use. Yes, because I already had an account. Backed out, changed the password, again, and thought I was home free. Nope. Then you must submit your account ID and Cycle-Route ID by going to additional links. Problem is the sample graphic showing where this info is located does not match their current bill format. Oh, did I mention in the setup process three security questions are required and the password length/complexity requirements do not appear to mean what is stated? Is that six characters that include a cap, a lower case and a number, or is that six characters plus cap, a lower case and a number? This is only a complaint about the horrible online account system and has no reflection on the hardworking Tucson Water employees out in the field.

Very unprofessional rude representative Marlow or whatever the hell her name is needs customer service training

WHAT A JOKE OF AN ESTABLISHMENT! I CHANGED MY MAILING ADDRESS AND CHANGED MY SERVICE ADDRESS AND THEY KEPT CHARGING ME FOR THE ADDRESS I STOPPED SERVICE AND I DIDN T NOTICE AND I PAID THEM ALL THE PAST DUE FOR A HOUSE I WASN T AT AND THEN THEY CUT SERVICE TO MY ACTUAL HOUSE! I CAME BACK FROM MY MILITARY TRAINING, TO A HOUSE WITH NO WATER AND THEN I HAD TO DEPLOY BEFORE I COULD GET THEM TO TURN IT BACK ON! WHAT THE HECK! I HATE THESE PEOPLE AND IF I COULD I WOULD CHANGE SERVICES TO ANYONE ELSE! IF THEY DIDN T HAVE A MONOPOLY ON THE AREA I WOULD NEVER USE THEM! THEY TREAT EVERYONE INCLUDING VETERANS AND ACTIVE SERVICE MEMBERS LIKE TRASH! BAD COMPANY!

I'm the type of person who always tries to be incredibly friendly with people working phones - I know how bad it can get sometimes, I've been there. But Tucson water makes it nearly impossible to stay nice, its disgusting how poorly mannered they are on the phone

Here we are for a third time in a couple of months without water. This company keeps pushing the time it will be turned back on. Gave no notice so people could fill up tubs etc. They have made no provisions for a senior mobile home park. Who is negligent? Pay thru the nose to not have a dependable water supply.

Again water is out! Call the line and get told to call back on the exact same number and they want to raise rates??? More incompetent and they don't give a hoot! Finally got a real person and she seems like she is high or slurring her words.

Tucson water turned off water to a 55+ community. Said they were going to distribute water. Tucson water did not show up!!!! IN A SENIOR CITIZEN COMPLEX WITH COVID AND ELDERLY PEOPLE.

I am fortunate enough to have a different water company at my residence but recently I have had to work with Tucson Water twice about a rental home I own and it has been a nightmare.

The first time, I called to have the water turned on for an inspection. I didn't count how many times I had to call before it wasn't busy and rang, but it was a lot. I waited 21 minutes for a person to actually get on the line. It was scheduled but then I received a message that there was an outstanding balance on the account. I called 13 times only to get a busy signal. On the 14th time, an automated message answered. I waited 35 minutes to speak to a person. Apparently a previous renter did not pay their final water bill so they assigned it to me as the property owner. I agreed to pay the bill and the turn on fee and it was scheduled for later in the week. At the beginning of the next week the real estate agent who was trying to sell the house for me called to let me know the water still wasn't on.

Sigh. I called 11 times before I was able to have it answered by the automated system. 18 minutes later, the person who answered let me know that the technician who went to the house to turn the water on saw evidence of tampering with the meter and water appeared to be flowing through it so he did not turn it on. OK, maybe someone tampered with it. So I drove to the house and took the cover off to look. There was a Tucson Water fastener on the meter in the off position. There was no water flowing. There were cobwebs.

I called back the next day and lucked out when I reached the automated system on the 8th call. I explained what I was told and what I saw and they agreed to send a technician out again but let me know they would have to charge me for the second trip. What? Why? There was nothing out of place, they should have turned it on the first time! They wouldn't budge and I had to pay for a second trip in order to have the water turned on in time for the home inspection. I made sure all of the information the water company had for me was accurate and up to date.

Two months later I received a disconnect call and I realized I hadn't received any water bills for the rental house. This time I called 8 times before I was able to by-pass the busy signal. I waited 23 minutes before a person clicked onto the line. I told him I needed my account number in order to pay the bill. He was able to give me the number but had to transfer me to an automated system to pay. I asked him about my address on file and let him know I wasn't receiving monthly bills. He suggested that I go to the US Post Office and register my name there so they would know where to deliver my mail. What? Fortunately, the sale of the rental house will close soon and I won't have to deal with Tucson Water any more.

I have a whole new appreciation for my water company.

This is a monoply and they know it.. I hate the fact they charge for being late in paying you bill and charge a high rate 55.00 for a reconection. Even when not disconnnected.. Service reps total arrogance and worse part is they work forr us the public. Phone is also busy

If it was up to me I'd give 0 stars!!! I have been given the run around since I called trying to start service at a new address. Tucson water said I need to provide my lease, which I took down & my ID all because the previous tenet didn't pay their bill, like that has nothing to do with me (look up my bill payment history). Now they won't do anything till they have the actual owner info on the rental agreement because the Landlord is not good enough, they are making it so difficult, BUT QUICK TO GET THEIR MONEY! This is complete BS! I have never heard of this nonsense, I have not had any problems with TEP or Southwest Gas, they need to learn from these utility companies & hiring better customer service reps because the ones on the phone are RUDE!!! I hope none of these people never have be treated the way myself & I'm sure many other people are!

Random 500 bill after last month being 50 and this month using less water and they hang up on you what a bunch of crooks and they caped my water please at least explain the random charge to me there is no leaks I wish there was a different water company or at least clear out the management they are running this company very wrong and wasting our tax dollars

Prior to a move to a new residence I called and arranged to stop service at my old address, and initiate service at my new address. 7 weeks later I' get billed for service at the old address! TW claims no record that I phoned or emailed the change of service request altho they've billed me at my new address.

Rep. was useless, then 20 minutes on hold. Then told, again, they don't have a record and if I don't pay the bill for SERVICE I DID NOT USE AND REQUESTED TO BE STOPPED at the old address they will shut off my water service at the new address!

TW is TOTALLY incompetent and unhelpful. Absolutely infuriating and frustrating. A bunch of crooks!

Can't get any straight answers from TEP about why my water bill is three times higher than it used to be. Also, why is sewer bill as high as water bill when I have irrigation?

They cut my water even I pay my bill when I called and ask why I pay my bill online they have no answer just they said some one will be there shortly
my kids went to school with out shower not even face washes

Person I talk to was respectful maybe you all are rude?

So disappointed! After being a customer for years I m suddenly hit with several fees and problems with them. I paid what they asked me to and now they say everything is good but they won t turn my water back on until next day! Today is Friday! That means going yesterday, today, and the weekend without water! There wasn t even a notice or warning that they were going to shut off the water! There was no reason to turn off the water, everything was paid! It s like they want to make having a basic necessity like having running water just out of reach... but first pay this other fee .

I can t get a hold of someone to turn on my water back on and my calls aren t being returned. They say I have to talk to tampering department to have my water turned on same day. The lady of the department of tampering has already given thinly veiled threats of giving me another citation and getting me evicted. She said I spoke to the owner today and he s looking at pursuing eviction.

I have asked to speak to a supervisor or someone higher up. This lady in the tampering department says There s no one else here. You can speak with citation officer again. Like she s going to give me another citation.

I don t know what to do and appalled by the actions and lack of checks and balances of Tucson Water. My experiences previous to the occurrences I described were pleasant. Now I find myself crying on a daily basis, stressed and upset that I don t have access to such a basic necessity and another basic necessity is being threatened. I hope that Tucson Water reaches out and that I can report back a much more pleasant experience to the one I am now experiencing.

Try calling...I've been waiting on the phone listening to it ring for 7min....

I had an unfortunate water issue at a house I had recently moved into and the staff was very understanding of the predicament I was in and a supervisor was able to assist me tremendously. SHE SAVED THE DAY! Thank you again for all you help, I really do appreciate it.

Called at 4pm and no pick up. Hours say they open til 5pm. Also, your phone line suggests you do not want any phone calls. It always says your too busy to pick up. Businesses in the civilian sector don't have that luxury. I hate state run businesses. Inefficient, ineffective.

They have a monopoly on the market just like TEP and the rates are ridiculous. They have poor customer service if you can even get someone to respond to you.

I wish you would allow for ACH Direct Debit without having to buy a voided check from my bank and mail it in. I haven't used checks since 1998. When are you going to get with the times and allow for updating of direct debit info. Tired of paying my bill manually every month. You are the only business I have to do this with (and I don't have a choice to drop you considering your monopoly on the services here).

Terrible and slow service. I request a stope water service one week ago, and there s no response from them, even the website said you will get a response within 1-3 days.

Your phone service sucks too inconvenient and is difficult for my aging parents to deal with this crap you guys call good service. Talking to a machine is not a good way to keep customers happy, unless city of tucson wants angry customers. Try fixing your phone's so customers can talk to a human being not a machine that says unnecessary information....just hurry up and get to point !! I need to pay my damn bill! It's hard to do that with no transportation and then having to deal with phone issues...

They have a circular robo answering machine. If you have a question that s NOT about billing and press 5 as directed, it just sends you back to the beginning! It s unbelievable that they just ignore the uniformly terrible ratings they get and don t do anything about it.

I've never had an issue with Tucson water before, but an odd experience this morning made me feel inclined to leave a review. This is in regards to the emergency water phone line--a pipe has burst somewhere, a pool of water forming between my house and the street. I called the emergency line to get someone out to take a look and determine what needs to be done. Spoke to someone, they said they'd get someone out this morning. Then, maybe an hour later, the guy from the emergency line called me back and told me some random guy had called him, who doesn't work for the water company but claims to be a plumber, saying he'd seen water in the street, turned off the water and seen where the leak was. Based on this, the emergency line guy had closed the ticket to get someone out to my house and told me based on what this guy had said it wasn't something Tucson Water could help with. I insisted that someone FROM THE ACTUAL WATER COMPANY take a look before making that designation. Maybe there's a culture of lone hero plumbers who have outstanding credibility with the water company roving the land looking for wrongs to right, so maybe it's just me, but frankly it seems idiotic that some guy calling in claiming to be a plumber who admittedly doesn't work for the water company can be the basis for whether or not they turn up to possibly do maintenance. If the problem is on my property and I have to deal with it, fine, but for Christ's sake I'm not going by the word of some rando guy off the street. Yikes.