Clarke's Standard Review

They are always respectful and helpful whenever I go into the office to handle business.

Spoke with Bree on the phone regarding my water bill being high even after I thought I had fixed the leak issue. She was able to help me understand the billing process and confirmed with me that I had indeed fixed the leak and my next bill will show that. She then signed me up for a service that will allow me to view my daily usage and receive alerts if i go over my usage. THANK YOU FOR THE HELP!

Finally got with the times, and provided a good online payment system, along with interesting metrics on your water usage.

Charged my account based on my neighbor's meter. $555, something like 28,000 gallons. After waiting on hold for over a half hour they told me it was accurate and it was a leaking toilet. It took me an email and another phone call to get it fixed, and they were very rude.

Professional employees. Friendly service. People who have a bad experience seem to be unable to follow clear signs of procedure.

Came in 330pm on a Friday and was out in 15min and had to set up a connection as well. Everyone was nice and friendly.

Unfriendly customer service. My water this morning was SO brown and putrid that it stained my tub. In 37 years I have never seen such a sediment problem in my life. It's fun taking a shower and washing your clothes in hot poo!!
Why was I not informed of a flush?!
Two stars because, at least they do provide water....Thank God I have a creek in my back yard! I'll just wash my clothes the way grandma used to.....

The water technicians who came out for our leak were some of the nicest people I've met. The tech that helped me went above and beyond to see if he could find the source of our leak and possibly shut that area off until an irrigation person can repair it. He spent at least 40 minutes with me trying this or that.

I sure hope they both have a wonderful weekend.

The wait was kind of long but everything got done and taken care of and I had no issues with any of the employees.

**Customer service is fine, they have been helpful when I call. The reason for the bad rating is their outdated meters and website. They do not alert you to extreme spikes in usage and you cannot track daily consumption with the website. Your monthly bill shows up via mail and "Surprise!" you have a leak that wasted 5,000 gallons of water and cost you over $100 more than your average bill. Would have been nice to catch that the day it happened.

**UPDATE: ACC Water just rolled out a new website that shows daily usage and can alert you to leaks or spikes in usage. I'm still waiting to get this activated at my new address, but this is great progress! This would have literally saved me $100 had it been functioning last year.

Horrible customer service. Rude to their customers. They should all get fired.

Worst water Department ever. No one is ever helpful and it takes way to freaking long to get in touch with anyone to answer questions. Don't get me started on the high water bills. I have never in my life paid more for water than I have living in ACC. #worstserviceever

Horrible customer service. Was on hold for 15 minutes and the person that finally "helped" me could not have been more rude. Mailed my payment in almost two weeks ago and still hasn't cleared the bank. They are "unequipped" to take credit cards over the phone so I am lucky enough now to have to go pay in person. Oh joy!

Attempted to make a payment online like I normally do, it's down. Called to make a payment since it clearly states "Bill Payments/Service/Connect & Disconnect" and lists their phone number. The girl I spoke with informed me that they had no way of taking payments over the phone. Her only suggestion was to wait until a the afternoon and try the payment online again. I understand it's a 3rd party billing company, but have a solution for the problem instead of telling me to just wait it out.

So many issues, where to start? How about this: it's 2019, get an online payment system that actually WORKS. It is absurd that I pay a $2.50 fee every time I pay my bill online for a service that doesn't even work. My December 2018 water bill was due on the 26th. I made my payment online on the 21st. The payment wasn't posted until December 31st. This caused ACCWBO to charge me a late fee. I had to show up in person to their office with my bank statement showing that I had payed my bill five days before it was due. Also, ACCWBO was aware of a leak at the meter in front of my townhouse for over a YEAR and did NOTHING about it until the Friday before Memorial Day weekend, when they shut off my water without notice and told me they wouldn't turn it back on until I presented them with proof that the leak had been fixed. Not only are the employees at ACCWBO clueless, it's as if they make decisions with malicious intent to make customers' lives a living hell.

RUDE AND BEHIND THE TIMES. These people are unwilling to help their paying customers, in fact they go out of their way to be rude. The do not have any modern ways of paying your bill IN A COLLEGE TOWN. I have to physically go into the office in order to transfer service to my new apartment, whereas when I transferred my Georgia Power service I was able to do everything online.

Was told by the office water would be left on after previous renters left and it wasn t. We have been without water for 24 hours. They said they would turn it on soon . We are still without service. If I could rate no stars I would.

I never had a bad experience with the ACC Water staff, but as for the Water Treatment dept., much props for providing clean drinking water! Amen!

The ACC Water Business Office is amazing! They are kind, patient and very considerate of their customers' needs. One employee in particular, Michelle Stroud, not only helped me find my bill, she also helped me navigate the website (which is very user-friendly) and she helped me set up alerts that tell me when we are over our normal water usage. She did this for both our business and home. She also took the time to educate me on how figure out what is a responsible amount of water that should be used. She and the entire water business office staffers are amazing. So blessed to be in the Athens Community.

Rude customer service. I have to go in to set up water...really!?!? Old and antequated

This place just sucks lol. I m so ready to graduate and never have to deal with Athens Clarke county water services again!

Have been living in Athens for over 3 years. I don't understand the 1 star reviews. At ACC Water you can get a human on the phone and they will help fix your problem. Water is of good quality, public/ community communications are regular and very informative. On the downside, parking is a bit tight, and the $2.50 fee on online payments is outrageous, but nowadays we should be busy being outraged at other things.

The Absolutely worst Representative ETHEL BROWN!!! Blk lady with glasses. Very rude and bad customer service. If you need help with service talk to anyone besides her omg!

Water is brown and disgusting but the lady at the water department said she was told it was okay to drink.

Some of the rudest employees ACC has they need a class on people skills sad very sad it seems like they bring all of there problems to the job never smile act like customers are getting on there nerves need to come out of the dark ages so customers dont have to come across town to pay them ugg!

These uneducated people take their job way to seriously. Obstructive, rude, unhelpful. This place needs to
Demote the superiors and let other people who are able to help work there.

Spoke with Bree concerning our water usage and bill. She was very helpful and polite. She gave us some pointers on what to look out for during the next billing cycle. I hope this was just an unusual case with a found leak and that we don't have to call back when the next water bill comes in!

Our experience today was quick, clear, and efficient, despite having to pay the $400+ bill for a roommate who abandonded the property, and failed to pay her part of the utility for four months.
The employees were very polite and clearly communicated what we needed to do in order to change the account to my daughters name. Thank you for your assistance.

Extremely bad website. Once you make a payment the site doesn't state that you've paid, or that payment is pending for the rest of the month, until it's rollover time for the new bill. If you're not paying close attention there's a potential to pay the same bill multiple times, and you know this company will gladly just let you do it.
My personal bill also claims I'm using over 200 gallons of water EACH DAY, which is absolutely absurd. I'm AT WORK for the majority of my weekdays, there's no way I'm using 100 gallons unless my cats have learned to flush the toilets and turn on the sinks. I've had the house checked for leaks; there are none.
Late fees are high, the "service fee" for paying online is ridiculous, the website is excruciatingly archaic and slow. It seriously took five minutes to load my list of bills? Are you kidding me? Y'all still running on dial-up or what?
PLEASE UPDATE YOURSELVES, it's 2019 for the love of god

Charged me for same day service, but no one turned on my water. I had to go without service overnight. Had to wait until they opened the next day to tell them about the problem. Bad service but there are no alternatives......

Some of the rudest employees I've ever encountered... It was kind of a joke amongst my friends that the ACC water people must hate their lives or something because they are so unfriendly; I've officially experienced this firsthand now.

They take advantage of the system. Quick to risen temper when you try to figure out where hidden fees and charges come from. No notification that there are account problems, just more fees.

Our family (my wife and I) recently had our water pressure drop off a bit after the fire hydrants in our neighborhood were flushed. We were concerned that there may be a leak, so We called the ACC Water Department.

Right from from the start, We received tremendous customer service. Christy checked my water usage from the previous 24 hours and quickly ruled out a leak. Still concerned that I had a problem, Christy transferred me to whom I presumed to be the water meter superintendent. The water meter superintendent took time to walk me through what the problems could be and gave me some tips to rule some of them out. Even when he was fairly confident that We had a faulty PRV (pressure reduction valve), he still sent a couple guys to check our meter and the pressure coming into the house.

The two guys that came out were also very courteous and responsive to my questions and concerns. Given my experience with government employees in the past, I did not expect the level customer service that I received from each person I interacted with. This department of the ACC should be commended and applauded. In my eyes, the people I interacted with are exemplars of what it means to be public servants.

It s only been a few days dealing with them and I can tell this is gonna be a long year. I have never experienced worse customer service.