Columbus Water Works - Department of Engineering Review

They have their employees and friends giving them good reviews obviously. Go back in time to all of the one stars or look at the graph at the top.
I got dumpsters EIGHT months ago and the water works is still charging us for garbage. Been all the way to the top of Columbus Consolidated Government, face to face with the top dog at CCG whose department is responsible for communicating not to charge us for garbage. Paperwork from CCG allegedly sent to Columbus Water Works REPEATEDLY. Have not seen a CCG garbage truck in months. It is pretty much extortion by now. Harassment. A monopoly utility threatening to discontinue service if I do not pay for garbage which Columbus Consolidated Government has told them to quit billing me for twice. Point being, either they are beyond incompetent, or in financial trouble. Either way, watch your bills. See if the readings make sense.

I had to call multiple times to disconnect service after moving. Was sent to an answering service to which I spoke with a rather incompetent individual with a horrendous attitude. She gave me a call-back number that was incorrect. After I gave her my correct number, I asked her to repeat the number to me to verify. At this request, she hung up on me. Pathetic!

Horrible customer service...rude and if u can avoid this by all cost please do. I would search my ass off for a place with water included before I be a customer here again

I always have a good customer service experience whether I'm paying inside or at the drive thru.

Small change at the drive thru now, as all three lines have a designated purpose. Far left by the window is for cash/check/card only. Middle is cash/check only. Far right lane is for customer service assistance only. I think this, as well as 30min. extended service time (they close at 5:30), and having more than ONE service person present is very good for speed of service.

I have been calling for the past 2 weeks to get someone to come clean out my meter that's overgrown with tree roots and full of dirt. I am trying to gave plumbing work performed on my house, but unable to do so due to not having access to turn the water source off. Every time someone calls me back they tell me a day that services will be done only for them not to show up. This has proven to be very difficult to schedule my repairs and who's going to pay for my repairs if they become worse due to the water works inability to show up when they are scheduled to do so? They can't provide a service number and I constantly have to call back to have request after request submitted. This is has been the worse experience with them.

Great customer service! Quick turn around on checking meters.

I have nothing but amazing things to say about Columbus Water Works. Each person I have come into contact with has had exceptional customer service. They have introduced themselves, looked me in the eyes and completely explained what the problem was and how they were going to fix it. They went above and beyond to make sure that my family felt safe and that we knew that we had clean, healthy water. A routine check showed that there was damage to an existing pipe and they worked hard to replace it as quickly as possible. They also assured my family that we would be without water for as short a time as possible. They kept my families comfort in their plans. When they were done they came back and put everything back as if they hadn't been there. They laid down hay over seed for the areas where there was only dirt. We are military and have moved about every two years and have dealt with several different water companies throughout the United States and by far this has been the best one with the best customer service. One thing that also stood out to me was how they checked back to make sure that I hadn't been inconvenienced and that I was happy with the quality of the work that had been done. I am grateful to Tom Blake and Mark Hernandez for being such a fine example of customer service. Now when I drive by I see men working hard that I recognize and I honk my horn and they wave at me when I am driving by. It takes special people to work out in all types of weather, marking, digging, tightening, and overseeing things just so that we can have clean drinking water that comes into our home. I am so very grateful to all these fine men and women working at Columbus Water Works. Thank you!!!!

Why has there been system issues for the customer service number??

Turned our water off for no reason and the only response we received was "it was a mistake on our end".

After transitioning to a newer payment interface, I am unable to pay bills online. The system has no independent way of storing or inputting payment methods. When clicking the "pay bills" option, it does not activate any fields to input payment information or any other data. It only has a text box saying what the maximum payment amounts are.

The customer service people are woefully undertrained and attempted to blame this error on my not having a bill due. Now that I have a bill due, the same issue persists.

This company is poorly managed, uses bad software, and continues to raise water rates in one of the most water rich regions of the country. If they didn't have an actual monopoly on the area, they'd go out of business.

Worthless.

Incompetent! Needed to use water to work on a house which had been empty. The curb-valve was stuck. So, I called for "new service" so their professional could turn it on. Was told they would show up between 2:00 and 5:00 Friday. I arrived at 2:20 and note on door said they came buy at 2:11 and we could turn water on ourselves or reschedule. I immediately called, hoping the tech was still in the area, but was assured by customer service he checked everything and we could turn it on. I did not have my "curb-key" with me, so my contractor and crew showed up the next day. Valve was still stuck so they could not turn on the water. No work could be done = 2 days progress lost.
Called Monday....btw - their voice prompts take forever to listen to and get a live person... the customer service kept interrupting me telling how the "technician" would have checked everything and I can turn it back on.
AND, she could not pro-rate my start day. Left a message with the customer service director at 8:30 am. No return call by 12:15 so I called.
She was very nice. Got my cell number and my contractors and was going to expedite someone to address AND THEY WERE TO CALL ME AND CONTRACTOR TO MEET THERE.
Can you guess what happened? Water employee went by and left a note on the door again! NO PHONE CALL to me or my contractor.
Now - 3 days production lost.
WTH - Get it together.

What kind of company decides to change online interface during a pandemic and then shuts down on the inside. Has a separate number setup to answer questions on how to log in to the new system but I have waited over an hour on the phone. I have always paid online with no issues but since I'm online only I can't access my account number unless I call them directly but they're not taking calls due to covid? They give you this different number dedicated to answering questions on this new system. I have been the third caller waiting in line for over 30 minutes. Went from 10 to 3 no problem. Utterly terrible.

I have been trying to pay my bill for days now with no success. I have registered with the new online bill pay but when clicking on pay now it just circles and resets. I have sent multiple emails requesting for a call so I can make my payment but I have not received a response. I have made several phone calls but I just get a busy signal. This is obviously not an isolated issue with my account as I see many others are also having issues. It would be nice if you could send an email out reassuring us this will be corrected soon and our service will not be interrupted. You guys should hire some temporary staff to help with the transition as this is very unprofessional. Wish we had other options for water service.

I d give 0 stars if I could. I ve been holding for an hour. Left messages, emails, and have gotten nothing in return. This service is a joke.

Our water always works and tastes great. I have had to call them a couple of times through the years and they show up promptly and are very courteous. BTW, both times it was not their issue but they were very helpful.

Absolutely horrible!!!!!! They are rude and inconsiderate. Hold times are ridiculous and they never solve an issue. One star is too high for them ..

I have placed 26 calls to columbus water works with no results. this in a four day period. only 2 times did i get thru only to be told it was a answering service. 2 emails., with no response. when requesting call back the return the call BUT do not respond to hello but hang up. my bill is automatic from checking. not having cable or computer as a senior this is stressful. when i await connection im allways 12th on the q. then i recieve a hangup...they need to answer to there mismanagement.

Worker posted a picture mocking everybody he was in route to discomnect .. Very unprofessional .. People struggle and your joking about it shame on you cracka trash

No words to describe how bad these people are. It is a disgrace. They hold a monopoly, are complacent and regularly rob the people of this city blind. A bizarre situation where the ignorant hold way too much power. Try challenging one of their screw ups and watch how fast they take your meter. Extortionists is what they are. I have paid major money that I did not owe just to keep water on for some of the poor people in this city. I show them where they are dead wrong and they just say "pay or we take your meter". CWW is a good old boy operation from way way back. There is no way that water and trash should cost what it does. Where does all of this money go? They will NEVER tell you and CCG will not force the issue.

Updated 4/6/2021:
What has happened to your customer service? I have been on hold for a long time, was even transferred to a call center with no follow up to my call in the allotted time I was told. You can t get anyone to help you now. Terrible.

Former post:
Every time I call I am so impressed at the customer service. A big thank you to Natalie. She was very helpful and even called me back to clarify something. Outstanding customer service work!!! Thank you.

If I could give these idiots less than 1 star I would, I've barley had my service for a month and a half and I've already accrued a $243.00 water bill somehow? How in hell is that even possible. Criminals, nothing but criminals...

They don't care about customer service because there is no other option for water. I was hung up on THREE TIMES when I was calling because water was SHOOTING UP from the ground.

Just a horrible company that has no incentive to care about the customer. Long hold times, no ability to transfer service when moving. Requiring personal and confidential information of family members - just horrible.

Took over 45 minutes to simply get the water turned back on at my rental property, hold music is HORRIBLE, unfortunately if you want water in Columbus, GA you have no option BUT to deal with them.

I love being a part of such a wonderful organization.

I just want to give a big shout out to Sam, Meter Services and his spectacular team! Very impressed!

Being military, my husband and I have lived in other states and have experienced quote, unquote "service" from other utilities. Considering previous experience, I was dreading the thought of going through the night with NO WATER.

It was 3pm on a hot, afternoon. Water gushing and clueless as to what caused the regulator to just burst suddenly. All we saw was a set of big tire tracks (which we later learned, ironically, was from another utility).

Sam and his team came to the rescue within an hour! The team quickly identified the problem, responded with intelligent solutions as to what to do next, and as a result, our water was flowing again by 7:00pm. We were more than impressed!

Columbus Water Works, Sam and his team proved to actually care and respond to our immediate need! We are very grateful to you and hope this message of gratitude reaches Sam and his phenomenal team!

Thank you Columbus Water Works for going above and beyond for your customers!

I've never had to pay for trash and sewer and it's always more then my water. I never had a water bill in Atlanta. These place is the worse.

OMG! $17 for once a week garbage pick up?

Honey, hire a private garbage contactor to lower your costs of service.
This accounting is shady!

System needs updating shouldn't just need customer if.

Horrible company. They are not helpful in any way. Everyone should be fired.

Set up automatic payment they some how screwed it up and then never sent a warning or phone call about being late they shut my water off. I work two jobs so It was late when I called and they said it would be 24 hrs before they could return service.

Terrible! Horrible! So unhappy with their service. And very inconvenient. I don't know how I'm supposed to be at a location btwn some ridiculous time of a place where I don't even live there yet. Especially, when there's no courtesy call saying they are about how many minutes out, so am I supposed to stop my world and just wait for them? I have also called the customer service several times to check on the status of the representative coming out and they keep telling me there's no way of knowing other than they will be out there btwn 0800 and 1700. Well that's really nice!

Total incompetence and the embodiment of an inefficient government utility.

Awful customer service and insanely rude. Tried for 2 days to contact someone about switching service locations. Either the phone was not picked up or it was disconnected when on hold. Today finally we get in touch with someone and are told nobody is working Friday through Tuesday so we can not have water until Wednesday. Manager even told us its not her problem and suggested outside for bathroom use! (And laughed)
I wish I could use a different company.

I'm two months behind they send one notice and then not even a week later my what is cut off. I call and tell them I'm gonna the full ballance in like 3 days. Well they close my account and tag 130 dollars on to my bill . they dont care about customers just money. oh all this happened this week so were still in a pandemic

It's always the answering service that answers. I called at 9:00AM and the lines were already that busy??? Oh and they never return your call "by the next business day" either. Impossible to get a hold of!!!

What was the point of changing the customer number and adding an account number??? More for me to worry about, trying to memorize this just to pay my bill.

I just wanted to take the opportunity to commend 3 employees of Columbus Water Works. Mr. Ahmed, Mr. Sam and Mr. Martin. Water was shooting up from the ground in front of my property and I received the phone call at 5:30 p.m. on a Friday evening. They worked tirelessly Friday night and Saturday morning to resolve the issue. They went above and beyond the call of duty, calling and keeping me abreast of the situation and resolution step by step. Kudos to these gentleman for providing Excellent Customer Service!!!

Sincerely,
Sonja

The phone. Answer the dang phone. Been on hold/waiting for 30 minutes now and this is the second time I ve called. Trying to handle a bill payment that s not so simple and need a little help. Can t go to the office because it s closed. Bout to just start collecting rain water and be done with this.

I have called and called trying to find out why my water is off when the bill has been paid only to get an answering service lady that says I need to talk to customer service, well duh that's why I am calling. She said all phone lines are busy to keep calling back..what is the point of this answering service if they can't help and every time I call back I still keep getting the dang answering service. This is beyond aggravating. I hope others have more luck.

Made their website a convoluted mess, deleted my payment information and took me off of auto-payments and now I have a late payment.

Disconnected me after 3 days, 3 days. Gave me no time for me to get this fixed. Most places catch you off and then give you a two week notice for disconnection not this place three days I was disconnected they were coming to get my meter I have never heard of this in my life.

This is for Mr. Phil McKracken: They bill according to the address, not the customer, which is a form of attempted extortion. When we moved to Columbus, we rented a home for a year before purchasing the home in which we live currently. The couple who owned the house we rented turned out to be slum lords. The owned a crappy apartment building in another part of town. They had not paid the bill for the house in which we were living, and they were also in arrears on the bill for the apartment building, so our first bill was for over $1,000. I contested it, of course, and gave the water company the names and address of the owners of our house. The bill was then sent to these people, minus what we owed for the month.
I have another issue with them, though. Try calling them during the day and 9 times out of 10 you will get the answering service. You can leave a message, but it will probably never be addressed. You keep calling back throughout the day, and you will encounter the same issue, over and over again. Don't bother calling after 4:00 PM, though. Despite the fact that their employees are supposed to answer the phones until 5:00 PM, they do not answer them after 4:00 PM.
Note to supervisors: Pay close attention to your employees during the day. Company phone lines should be used for business and emergencies only. Chit Chat with friends and relatives on these lines should be a punishable offense. Smoke breaks cost a company loads of money. One heavy smoker on my staff was well on her way to costing our company $8,640/year at her rate of stolen time for unauthorized breaks. Do not allow any type of cigarettes on your premises . Check the settings on your employees' phones. You would not believe how many will engage the privacy setting during the day, in order to keep from having to answer phone calls. Also, check your rime cards, and check to see what time the phones were put on service in the evening ... or the afternoon, in this case. Answering services are expensive. Most even charge for hang up calls and wrong number calls. If they're on for too long a period of time, they can literally bankrupt a company If your company is dealing with out of control employees, which I suspect it is after reading these reviews, no wonder you have to have such overpriced services

A staff member was very rude when inquiring about a bill but I'm not worried about it I will pay whatever is due and I'll be through dealing with them as a whole after awhile. Leaving GA soon for good. This state just doesn't have it togather in so many ways. This especially in Columbus, GA.

Terrible company. Tried to make me pay a balance of $300 my husband had for a residence that had a water leak which they had on file. Took my money for my last balance $114 and told me it would be transferred over. Called to make sure they were transferring it over and then they said something about a lease and my Georgia power email I had to bring it down there and that I had to pay his balance which there was a leak on that property and the landlord wouldn t fix it. I have been going back and forth with them for about two weeks and it is still not transferred over I had no problem with Liberty and Georgia power it s really sad because I have been a customer with them for 3 years and no problems but they want money so bad that they would rather take somebody s money and then try to get more money but karma always win!

Had a plumbing issue on Sunday and after using a private plumbing company from M to W, Columbus Water Works came out to assist us on Thursday and Friday. Was off to a rough start because both companies were trying their best to find answers. CWW did awesome to work together with the private company and kept me informed of what was happening and the plan of action. Really appreciate Mr. Hernandez and his team for being super sweet and keeping me in the loop of information. The plumbing issue was a head ache for all but just grateful there are city workers who really try to improve residential living in Columbus. Thank you so much!

Latoya has always been so very helpful anytime I've needed assistance. Whether its a billing issue, sending someone to help locate a leak, etc she is always on top of it!

No automatic payments. Online interface is terrible. Customer service office is impossible to contact (since hours are 8-5 M-F) Once I did get in contact with them. They told me someone would call me back to disconnect my service (I moved) and a week later, that never happened.

This experience..just trying 2 pay bill. Website is not carrect. They hang up on u!!

Although the customer service reps are very pleasant, reaching one is extremely difficult. I waited seven minutes on my first call, only to be transferred to an answering service (who was not pleasant). Second call I was on hold for twenty minutes only to have my call dropped. The first rep I spoke with gave me incomplete information that caused me to have to call back. After being told that I would have to take care of the balance owed at the address by a family member before I could get service, I asked if I could have a call back to complete the process to establish my service, since I had such a difficult time getting through and was told no, that I would need to leave a message if I didn't want to wait on hold and they would respond within 48 hours! I work in customer service and we would never dream of treating our customers this way, even potential customers; but then our customers have choices in their provider. I guess CWW knows we essentially have to take it. I am not looking forward to my future relationship with them.

Columbus Water Works is the best! The attention given to the issues and making the solution happen was outstanding. The employees were professional and very courteous. Thank you Columbus Water Works!

Been waiting 3 weeks to have water turned on. Supervisor says he created a work order 3 weeks ago and yet we still don t have water.

If it was possible to give 0 stars, I would. I've called all day, since opening time to connect new service, yet, even when first opening, ALL customer service reps are busy and can't take the call. Left a message with the answering service and have YET to hear back! It's near closing time! Horrible customer service. Unable to even get a hold of them!!! Not looking forward to having a relationship with this company.

Our bill was increased by 10 dollar's a month my wife was told it was a one time thing for installing a new meter.

3 months later the 10 dollars is still there my wife was now told it's the correct amount and they don't know if the busted pipe in the street they are finally fixing is the cause or not.....

A few months ago after a heavy rain here on Vultie Drive we had serious water problems. The service men were here within 3 hours working hard on disassembling and reassembling our creek cover on the other side of the road. Thank you so much, every time I call you respond immediately to all the needs for fresh and sewer water. I wanted to let you know since the changes in the creek cover, I hear crickets and frogs in our creek again. My Crepe Myrtles by the creek are blooming for the first time.
Sincerely,
Debra Miller

they don't give courtesy calls. i'm supposed to wait for them between 8-12 for them to meet me at a place I don't live in yet. that's ridiculous. i wonder what OTHER INconveniences this company has to offer for their customers if something so simple can't even be done.

This type of incompetence can only exist in a utility company or Government agency. In the real world they'd just go out of business and more competent companies took their custom from them.

They change their online Payment processing company, don't figure out how to maintain their auto pay customers, or send notice, or have a functioning interface for you to fix the problem, then you can't even get them on the phone.

Then they have the audacity to threaten you with service termination when you're literally doing everything you can to throw money at them. Like, imagine writing someone a check and then them getting mad at you because they didn't cash it.

What are you guys doing? Pull it together.

Mrs Thomas is a good CSR. However as a whole, CWW has a very poor culture of customer service. Their focus is on serving the large Corporations of Columbus, rather than the average citizen/customer. That is why there are at least 2 SVP's with "Corporate Relation" titles, but only 1 with a "Customer" title....

People wanted me to open an account just to use the Water Fountain.