Answering service that answers the phone is completely unnecessary, makes you wait forever for just 2 different options. Also no option for rental property accounts; if someone moves out, the owner has to fill out a paper application and pay an application fee, even if the bill has been in their name before. "Can't I just pay a reconnection fee and use the info that's on file?" No.
Poor communication. Poor customer service. Not answering their phone during a water emergency
I have been trying to call they say I m number 1 on the wait list then go back to 22 on the call waiting line! Been a month still haven t received my trash bins! What kind of company does this?!? Like do they care about their customers at all??
TERRIBLE!!!!!! Only used according to them 20 more gallons of water this month apposed to last month and my bill was over a hundred dollars more!!! The ONLY reason I have them is because it's the only water company available in our community. SHAME Wish I could give them negative stars. If you are moving into an area with them as your water company ask your soon to be neighbor about their experiences with them. You'll thank me later
This is THEE worst utility company in the world. If you have a choice (which I do not) get a different provider. These people are completely incompetent. I recently built and bought a new home. I went into their office approximately 3 weeks ago to get water and trash. I filled out the application and was told I wouldn't have to pay a deposit at that time. They explained there was something they needed from the builder before they could switch the water to my name and get my garbage bins out to me. I said ok and asked if it was something I needed to get KB to do. The lady said no that they take care of that. Assuming they were doing what they said they were going to do I patiently wait. After two weeks of trash piling up in my garage I start harassing my builder assuming they are the ones dragging their feet. Nope the company admitted that they never contacted them and claimed that the builder is just supposed to know. The builder even called up there trying to solve the issue and these idiots told them that I had to come in and fill out an application and put down a deposit. HELLO! I did that three weeks ago. You are an embarrassment Crossroads and should be ashamed of yourselves.
Really terrible. We're out in Manor, and every few months, we just don't get a bill in the mail, so I have to call them up and sort it out. Their website is the worst and the people on the phone are zero help. Avoid if possible
I wanted to give minus 100 not one start, however, this option is not available. one star is way too much for them.
I moved to the area a few months ago. I travel with my job weekly and I am home only 6 nights per MONTH. My water bill is over $250 per month. I tried everything to understand how is that possible but no satisfaction. They kept talking about MUD areas and the board who decides the rates, etc. doesn't do me any good if I am not living full time in the house, I am single so nobody is living in the house while I am traveling, and I am paying that much? how is that even possible. They strongly believe and they keep saying that I am not being ripped of or being cheated. if they were in my shoes they would have felt and thought completely different. The sad part is I have no way out and no options there. According to them they just send the bills but the MUD is responsible for the charges. I guess the only option for me is to sell my newly built home in order to not be charged the outrageous water fees. SAD.
I am BEGGING a competitor to come in and replace them...
We have been with them for 4 months and each month have had multiple issues including:
-Getting service set up was a loooong and ancient process...lost ours and the builder's forms multiple times
-Consistently sending me a bill for another house (then when I informed them of this they denied it even though there was proof in the email)
-Not picking up trash/recycling for our entire street (just forgot us...then said they would pick up the next day and never did)
-Sent me a termination notice for next week...I had no idea bill was late or had not been paid. I have auto pay so that shouldn't be an issue.
They are the absolutely WORST
This is the only company available for water in Jarrell, TX and if you do not write a check or get a money order and decide to pay online, there is a $5.80 charge. That is rediculous! Most all companies encourage online payments. Just because you are the only option doesn t mean you should up charge. Maybe a dollar, but almost $6. Leaves a very bad taste in my mouth.
Terrible customer service, short and rude on the phone frequently. Had a water leak at the curb on their side and when they came to fix it, they had to put in a new concrete slab around the manhole at the curb. But they left behind the old heavy slab and their construction trash. Even after repeated calls it took them 7 weeks to come out and clean up their trash.
Now I mysteriously have a water leak soon after, but when I called about my inflated bill, they tell me "yes you have a water leak it is noted on your account, call a plumber". No common courtesy to call and let me know this? since it is "noted on my account". So now I am stuck with a huge water bill on top of whatever exorbitant cost hiring a Plumber will set me back.
I Hate this company. If there were another option I'd change in a second.
Have been with Crossroads for 4 years since moving into their region of responsibility. Truthfully I've never looked at my invoice since I never receive it though I have asked so many times being paperless. It's surprising that I do receive the notification of payment. Their response to me is that I can go on line and get my invoice. What is the purpose of being paperless. Something wrong with this organization. I hope they get competition in the near future. My belief is they cease to exist. It would be great if I could see an actual invoice...bad news! Have to go back to paper bills. My confidence level is low they would mail it.
They never answer the phones, documented my adress and name incorrectly so I never got a bill and cannot pat it online w/ correct info.
This water company is a complete rip off. I wouldn't recommend this place to my worst enemy. I wish there was another water company that we can go through because this place is ridiculous. I wish I could give 0 stars because that's exactly what they deserve. I'm highly disappointed with this place.
Would put zero stars if possible. I was trying to register online when I was a new customer and was unable to register because something was wrong with there system. Well after a few days I finally was able to get in and I went to go pay my bill and there was a late fee on it from one day over due. They said they could not get rid of it even though the reason I couldn't pay is because I couldn't sign up on their site. They are very willing to take your money but unwilling to help you out.
This company is horrible! Nothing but difficulty from their new payment portal, that we weren't even notified about. 3rd month with problems paying.
Moved 8 months ago and still have yet to receive deposit. Furious and can t get in touch with anybody. So glad we ended services and moved.
I'm not sure what everyone is crying about - I've never had an issue with them - yes you need to go into the office to setup services, so what get over it - if you took the time to visit their website it states clear as day what you need to do - the customer service was great, my suggestion to the people crying about customer service, try not to be rude and think your better - the price is a little high but go ahead and check the rest of the prices around the round rock greater Austin area - Over all great service - great customer service
No one notified us from crossroads that they would no longer be answering calls through the customer service line. Been calling for days no answer.
Over charged me one lady even agreed told to call billing so I did and they said I was wrong all ask is to bring all recordings of phone calls and refuse to never any help at all
Terrible service. Old woman super mean. Bad mood. I just come to asking service in my area. Because I m new in Round Rock .
Crossroads Utilities is a JOKE! It's evident reading all the other reviews I a not alone in providing a 1 star review! They don't allow any grace whatsoever and they clearly do not care about customer service as their representatives are not friendly at all! Don't under any circumstance miss or pay your bill late, they are not the best at sending a reminder or even a disconnect . notice. Even after paying my bill this morning on "D" day, they are still charging me $130 for someone to go out and reconnect it. They enjoy charging their customers a reconnect fee and hold on to is as a deposit until you finalize your account (aka move out). So if you plan on living in your neighborhood for any length of time, they will hold your money the entire time. The worst part about it all is that you do not have any other options when it comes to water service, so they can skimp on the customer service department and not expect much from their employees as they know that you have no other options! This is no way to run a business but I guess when you have the residents backed into a corner you can treat them however they choose. I sure hope they are not proud of their 1 1/2 star reviews and can only hope that there is someone somewhere looking to make a change!
They owe me my deposit since July 17 2017. I stayed at 13803 Lampting Dr, pflugerville Tx 78660. They said it takes 7-10 weeks not years and then they are telling me to comply and send email to customerservicr@crossroadsus.com...no phone number to reach them... pandemic PEOPLE CAN WE GET OUR DEPOSIT BACK ON A TIMELY MANOR ITS September 2020
Why can't I give a ZERO!!! OK. This company is the WORST! High prices. Deceptive billing with a short window for payment. High fees to set up bank account auto-pay or use a credit card. No leeway with late fees when I didn't even get a bill (USPS lost it? You didn't send it? Cut me some slack! If I don't get a bill, how can I pay!?!?). You wait forever to get somebody on the phone.
What has sent me over the edge is that this is the first utility company I've ever seen that does not set up landlord agreements. In case you don't know, this is what a landlord can put in place so that they don't have to totally restart service if there is a gap in tenants. Crossroads wants you to fill out a whole new application and pay a restart fee even if you just need water for a week in between tenants. We have several rentals and EVERY utility company (except Crossroads) does this. It is such a money-grab! How this company is allowed to operate is beyond me. There has to be some government entity that could (and should) shut this dumpster fire of a company down. What a joke! The owners and operators of this company should be embarrassed and no community should ever allow them to handle their water.
Water bill has been high so I called to get my meter read and see if could be leak indicated from the meter. The young lady on the phone said it could be 150 bucks charge. To read my meter??? I've used this utility company for 8 years (only place in Teravista) and never in my life been late. That is terrible. I hope and pray we get someone new asap.
They have the worst customer service. Got a bill that was due on the 26th and they cut my water off on the 21st. Went and paid the bill and it took them 2 days to turn the water back on.
I auto-draft payment from my bank; payment was made on time, as scheduled, and showed cleared from my bank. But an error on Crossroads' end did not show it was made, though they do see it was made. A mere 5 days late and their system automatically mailed a "termination notice" - just 5 days late?!?. With no warning notices, and no consideration of a clean payment history, they just immediately send out termination notices? Crazy. I provided feedback to the CSR that this seemed inappropriate and frankly rude, it just did not seem like the feedback would go anywhere so I figured I'd post here.
Ridiculous online payment fees of $4.95 per payment!!! Should be illegal for a utility to charge so much, just to pay online. Crossroads sucks.
Looking at my bills and how they change (always going up!), there has to be some fraud at this company. The owner should be investigated by some government agency. The money they make on regular people for just water smells rotten.
This is quite possibly the most aggravating and horrible customer service I've had ever. When i called i wanted to connect services but apparently that can't be done over the phone, and the csr that took my call was so rude and could not be bothered to help me because all had to be done "through the website ( which is horrible and zero user friendly btw)" and was pretty much shoving to the exit door per se, because apparently that was not her job. If I could get a different provider i would, even if it meant paying a bit more >:(
Terrible company. They scam money out of people. They charged a disconnect fee when the water wasn't even shut off when my autopay had a mistake on it. If only they didn't have a monopoly. This is why people hate this company. Crooks!
I'm trying to submit an application and they want a physically signed form. They won't accept a digital signature DURING A PANDEMIC?? It's 2020, come on!
Crossroads excels at sending threatening letters which say they will disconnect your service immediately for non payment promptly the day after your payment is due if it is not sent!
Bad customer service. Only have them because it s the only thing I can get.
I would say 4 stars for customer service (-1 star off of 5 for difficulty to contact people). I've had a lot of difficulty with contact, seeing as they always called while I have been at work and by the time I'm off they are closed. I finally got a chance today to get away from work and call them back, and I spent four and a half minutes just listening to the phone ring and ring before someone was finally able to answer. It took ultimately about 11min to get my account completed and set up for water/trash services but this was not without multiple prior phone calls and an initial email to commence services. In the end, Stella was very nice and great with helping me to get everything set up, and she had no problem answering all of my questions. It made the overall experience more tolerable.
I do have to knock it down another two stars for the OUTRAGEOUS deposit amount for renters... Never in my life have I spent over $65 to initiate water and trash utility services as a renter. Honestly, I've never heard of a renter having to spend $100 more on a deposit than a homeowner. I had to pay a $200 deposit and a $5 application fee... and I won't get to see the deposit until 6-8 weeks after I move out of the home. This is a little unreasonable for a lot of people in most cases seeing as they have obviously just moved into a new home and moving is already NOT cheap as it is. I just spent well over a grand in moving expenses just to get moved back home to Texas (plus starting a new job), so being hit with such an unexpected high utility deposit is a little inconvenient for most people in my situation. Even residing within Manor city limits, I came to find out that Crossroads is the only water/trash utility provider for my neighborhood. I checked with the City of Manor to verify, and unfortunately Crossroads has reign over certain parts of Manor and the city is unable to provide their services there.
We'll see how this relationship pans out now that I have become a customer... I may update with some positivity, who knows!
It took me 3 weeks to prove I owned the house. They wouldn't accept payments even though I submitted my tax certificate, copy of mortgage and drivers license. Horrible company.
Horrible customer service! Horrible policies in place. We have never been one day late on a bill. When we moved and closed our account and ensured it was paid in full, they informed us it takes 60-90 days to give us our deposit back. How is that even legal??? This company is the worst and they can make whatever rules they want because you dont get to chose your water company and you cant do without!!!
Not customer friendly. Customer service is by far the worst. Staff is over caffeinated, rude, and belligerent.
Get your water turned on is like pulling teeth, but they are very quick to turn your water off, and then charge insane fees to turn it on.
If you can get a different company for your water, DO SO!!! Run far away from them. Was late paying $77 bill (Didn't even get a water bill, so forgot)! They turned off the water, charged a fee and made me pay an additional deposit. I had $77 freaking dollars, shoot, my previous deposit is way more than that. They have crappy services and crappy rules that they don't make you aware of before you join. I PRAY another company can come into the area and give us more options. Hopefully then they have enough sense to change up their process so they can stop screwing over their customers and actually give 2 cents about them. They are all about profit and screwing people over. DO NOT USE THEM IF YOU CAN AVOID IT!!!! There's a reason why they have such low reviews by most people!
The only thing keeping this water district in business is a lack of competition because I can tell you they are the absolute worst. Not only is the customer service horrible, their technology rivers that of 40 years ago and to top it off they withhold money owed to their customers.
I'm moving to a new rental and I called the city utilities and they directed me to Crossroads. This place is an absolute joke. The people working the phones have no clue what kind of service they even provide, literally couldn't even tell me if trash was included or if I had to set it up separately. Then a $200 deposit? I asked if this was standard for everyone and she says "I think so".... I've never paid a deposit for utilities because of my credit. They couldn't set up my account when I called because there "was too much activity on the account" when I asked what that even meant she said she would get a manager to explain..... she comes back on the phone without a manager and gives me my future account number.... what am I supposed to do with that?! Along with everyone else I have no other choice but to use them. When I start looking to buy I will make sure it out of their service area.
Update: The supervisor followed up with me and answered my questions and provided me with a letter of explanation, this is how it should have been handled in the first place but it was done in a timely manner.
I don't think I've ever been more upset by a utility company. Apparently we had a water leak and had a ridiculously high water bill. We called and was told that we could do payment arrangements. We call to make a payment and a different rep tells us that whoever told us that was wrong and we were scheduled for disconnection. The rep told us that we could call in when we got paid to make the payment and avoid disconnection because we were up to $300 for a WATER bill. Payday comes and when we call to make a payment we discover that our water has been disconnected and that we need to pay an additional $100 to get it turned on. When we argued that THEIR reps told us that we had until that day we were told that they couldn't help us. ARE YOU KIDDING ME?!?! You lie to us TWICE and we end up paying over $400 for WATER?!? I really wish we could use another company. Unprofessional, ridiculous, and rude.
Wish I could pick who I get my water from. One star is too generous.
Paid a disconnect fee a week before they their late fee date was supposed to happen. They said it was a regional manager policy(to apparently scam an extra $40 out of a brand new customer). Also, 5% fee to pay your bill online? So pay 5% or pay in person by check every month. Who uses checks? This company needs to realize its 2017 and get some gd customer service worth a damn.
I'm really surprised to see all of these negative reviews. I've been with Crossroads since December 2016 when I moved into my house. I have not had any issues with billing, service or customer service. You pay a deposit but that is pretty much every place, and you get it back after 1 year of making your payments on time. What I like the most is that they accept American Express, Round Rock utilities didn't, so that is a plus for me. Keep up the good work Crossroads.
If I could leave a ZERO I would. Their communication regarding safety of water and availability of water is useless. They sometimes leave a note on your door and sometimes call but not consistently with either method. And when you do call into the office you can get two different answers. First we were told no boil, just run water to clear air. Then we walk out to run errands and there is a "no boil" paper stuck to the door. So we call back and yes of course your address is supposed to boil until we get back the safety report. Except I've been using the water since on the phone you just said it was perfectly fine! I don't think your communication could get much worse than the ZERO review you deserve.
I cannot speak for the people who had a bad experience with Crossroads as I was not there, but I did not have that experience. I worked with Lana, and she was absolutely wonderful! She explained to me why my payment did not work, walked me through what to do step-by-step, and waived my fee. I personally had a wonderful experience, and am very sorry for all those who did not!
So far just trying to get in touch with someone and someone to give me an application they said they emailed it never came through, it seems like a mess of an company.
000000000 stars.
Horrible customer service. Crossroad needs younger employees and better attitude. Those of now are so old that their bitterness brings to work and does not allow them to negotiate with the client , including the manager who always pretends to be busy. Her bitterness does not allow her to speak with a clientt.
Crossroads......URGE NEW AND YOUNG PEOPLE......
This is the worst water company I have ever. They over charge you on your water bill I have a friend that stays across the street which is Pflugerville and I am considered hutto but he uses double of the amount of water than I do and my water bill is two timed as much as his we also have to pay a 150 dollar deposit for what I do not know this place is a mess
I would give 0 stars if I could. This is a poorly ran organization coupled with a customer service department that genuinely doesn't care. They shut off my service, mistaking my house for another. Not only did they wait until AFTER the weekend to turn my water back on (I had a 1 month baby at home), they charged me for another deposit! Beyond that, it's been a nightmare trying establish autopay. They shut off my original autopay without letting me know. Then when I re-enrolled, they wait until payments are past due before they charge you!
If I could give zero I would. I m up to 600 dollars now in start up costs they won t waive because they are so disorganized with where our house is located and their customer service is as bad as it gets. And they cut my water off now after being non responsive to our months of arguing about these nonsense start up costs. I m not paying this company for being mismanaged and shameful management of the ice storm as well. This is beyond embarrassing. I would be ashamed to work for this company.
Thank you so much Ms. Deb and Ms. Stella for great customer service. Your assistance this morning made the process so easy.
Please get this company out. Bad business. Pay the extra for anyone else. Completely bad company. Rates are everywhere, sneak money out by auto drafting. There is no sensible conclusions. Just making it up as they go. Please don t use this company. CrossRoads Utilities is a bad company stealing money.
I can TOTALLY see why this company has such a poor rating. The customer service certainly doesn t fit into the model of southern hospitality. I moved here from another state and found out that water is not switched automatically so now I m without water for 3 days.
Worst customer service of any utility company I have ever dealt with. Right after I bought the house they sent me a rude letter threatening to cut off my water and they hadn't even sent me my first bill yet! I sent a check in December and it was delivered a little late (probably due to the crush of Christmas cards and packages) and I got another nasty letter threatening to cut off my service again.
Horribly overpriced, horrible customer service. I have never dealt with a water company as bad as these folks. Quality of water is just as bad. Don't try to dispute your charges either, they don't care and nothing will be resolved. So glad to be leaving them.
Horrible company with horrible customer service. I wish I had another option. I hate giving them my money every month.
Great business opportunity for a competitor to do a better job than these guys. Super low quality and poor customer service - waited on hold after hours of back and forth filling out an app - woman was short with me - trying to set up water at my new house, after back and forth and filling out an app, I waited on hold then was told by an annoyingly abrupt and non-caring woman that she could not do anything because the district was closed in my area for billing - I said I want to make sure the water is not shut off - she said she can not help me. Who shuts down their customer service for billing? Duh - I'm going to shut down my service so you can't pay me .. the water district was shut down in rough Hollow for billing? It seems like they don't care about servicing their community I wonder if anyone will ever reach out to correct their poor service all they care about is money. Definitely not service.
They sent me no notice of disconnect, but did send me a bill stating that my next payment was due on 6/26 and proceeded to disconnect me on 6/12. Then they charge past due, current bill, (which isn't even due yet) reconnect fee and a $100 deposit which you only get back after you have moved out and disconnected your service entirely. Questionable business practices for any company, but add to that the fact that they are a WATER UTILITY with whom you are forced to do business and have zero other options and you have a real recipe for a corrupt and evil institution. Oh, and good luck getting someone on the phone, because they are swamped with phone calls from other people who are also pissed off calling to get their water turned back on. But here is the icing on the cake. The supervisor with whom you are supposed to be able to discuss your bill, the only one that could work with you takes vacation the exact same day that disconnects take place. What a wonderful world...
Can I put zero stars? We are new homeowners (2 months) in Wells Branch. First they turned off our water 3 days into owning the home because they took our deposit and and applied it to an address on a street with a similar name. We only got it turned back on because I broke down crying on the phone and a sympathetic rep looked further into it. The first one wasn't going to budge; they were sure we just had not paid a bill. Then we have received astronomically high bills for the last two months. Two people live in our household, not a family, we barely cook or run the dishwasher, don't have much laundry, and we don't use the irrigation system. After asking 5 times I finally got the billing data for the previous 24 months. Sure enough they are charging us $170 (!) more for the October 2015 bill than the Oct 2014 bill when a family lived in the house (and they did use the sprinkler system because it was programmed on when we closed) and presumably they did lots of laundry and lots of dishes (kids, right?). I have two theories. Either this is not my meter since they weren't even competent enough to turn water on at the right house in the first place or they just start out charging new accounts crazy high bills to see what they can get away with. I've been contacted by the district manager at the Wells Branch MUD and all I get are excuses about running toilets (they are not and also, we just bought the house, wouldn't they have been running for the previous owners whose bills were not so high?) and water softeners (we don't have one). Our electricity for the hottest month of the summer was around $130 and they expect me to believe two people used $285 worth of water? The worst part is, if I want to shower, I just have to pay it. Don't buy a house if you're under any of these MUDS, unless you like being held hostage.
Giving one star is over-rating this company. The customer service is mediocre at best. But my real issue is with the company and their billing practices. Corporate greed! My bill is $80 per month before I even turn the faucet on! Ridiculous! I send my payments on the 21st of every month because they are due on the 28th. Whenever I send my payment to the Houston address it is always late. I incur a $9.72 late fee. When I send it to the 2601 Forest Creek address in Round Rock, its always received and posted timely. I was instructed NOT to send it to the Round Rock address. If the Round Rock address can perform the same functions, why would you instruct me to send it to the address which produces a late fee consistently???? It is designed to generate profit! I advise you to choose another company if you have any options! I do not!
Run and don't look back!
There should be a zero star option for this company.
4 reviews
1.0 star rating 10/10/2017
Worst of any utility company I have ever been forced to do business with. They claim that their policies are set by the MUD for your neighborhood. Yet they represent several MUDs in the area and have the same issues in all of them. MUDs are a whole different issue, but I doubt all of them are setting these policies. Unfortunately they are the only option unless you can get enough neighbors to complain and convince your MUD to use another provider.
Outdated policies including ridiculous fees for using any payment form other than a hand delivered or mailed check. Even if you pay by electronic check or set up auto-pay you are charged additional fees. This is obviously very backwards compared to the way most companies operate these days. Is it not more efficient to have you r customers go paperless and set up auto pay? I can't think of any other utility providers that still operate this way.
Don't ever have a payment error or overlook your bill. You will be cut-off in less than a month, usually within 10 days. Then they really start to tack on fees. I understand late fees, but they tack on additional reconnect fees plus an after hours reconnect fee if you want it turned back on within 24 hours plus they try to charge an additional deposit for being late one time regardless of the reason.
If you have issues please also take time to submit a complaint to the BBB as well. I doubt it will do much, but it may save some people from buying houses within MUDs that are serviced by companies like this. Things likely won't change until buyers start refusing to buy in these MUD controlled neighborhoods.
The worst costumer service I ever had!
Not polite, Rush and not helpful really
So, I called again and spoke with a nice lady Stella (Spanish) who was the only one who took the time to give me the information that I needed.
Their manager needs to watch their employes and provide training so they can deal with costumer
I'm giving one star but not so much for their customer service but for the cost. So far when I've called (3 times now) the ladies have answered all questions and seemed pleasant. Not bad not good but did their job. My issue is the 50 dollar base fee and the 30 sewer fee. My water bill was only 20 but my sewer was 30. How do you have more discharge than intake? Unfortunately I have no choice in companies. They need to rethink their fees.
I wish there was a way to give 0 star. This is by far the worst utility company on planet earth and the entire galaxy combined. If there was another utility company, these people would have no customers and i hope there will be another option soon. Monopoly like this is the reason why the company can disrespect its customers with pure thievery and wack customer service and get away with it because we are forced to used them as the only available option. The day some other company becomes available, it will force these guys here to start providing a better quality service. If i start by listing my experience with this company within just 1 year, It can write a book. If you an option to, then stay away from them as far as possible.
5% fee if you use a credit card - should be illegal.
It has been a pleasure working with Crossroads for many years now.
Won t let you use the restroom, even if you are handicapped
crossroadsus.com
