Emerald Coast Utilities Authority Reviews

Never pick up the yard trash or other things beside the curb . Crying shame we are required to pay them

Always friendly customer service. Never had a problem for over 8 years. Thanks for the good service!

People that live in escambia county can get service that on SSI But if you live in Santa rosa it does not apply

Absolutely the worst waste company in the entire gulf coast. That s quite the feat as you beat out companies like creek, and waste pro. This company allows their Resi drivers to throw cans in drive ways and dump bags of trash on peoples property. Management doesn t even have the decency to call you back, as they re too embarrassed.

ECUA apparently has stated water should be boiled after the Hurricane Sally...would have been great to receive an email for those of us who don t daily visit their trash company s website

They cut my water off to repair a pipe down the street while I was in the shower covered in soap with no notice.

So I like many people thought ECUA had stopped recycling. My belief in that was confirmed last week when I was bringing the recycles to the road and the trash guy was driving by and told me to just put it by the road and he would put it in his trash truck. I did and he took the recycles with the trash. So this week my trash was full and I figured I would go ahead and use the recycle bin and have them just pick it up on the trash truck again. They gave me a green flyer saying I did not have recyclable material in the bin. So I called them to ask if I can just get them to take it on the trash truck next week. The young guy who talked to me had and attitude to start with. He told me my acnt was suspended for a year and I should just leave the recycle bin by the road and they were going to take it from me. After that threat I hung up and read the notice which clearly stated your acnt is suspended after the second warning. I had only received that one. So I call back and get a girl who told me it was not suspended and I just had to remove the trash from the recycle bin and put it in my trash bin. Nevermind the fact that that is just ridiculous and gross and they should easily be able to just pick it up with the trash truck... The point is that kid intentionally lied to e trying to get me to leave my trash by the road a second time so my acnt would get suspended! Somebody should do something about the horrible customer service at this company!

I don t have yard trash picked up very often, but when I do I expect a little bit better service for the money I pay. I have neighbors with the same problem, more trash in the street and storm gutters that we end up picking up ourself. Get on the ball boys and do your job, I m sure there s someone who could do that job better.

Everywhere we have been with the military, they have waived the deposit for utilities for active duty service men and women. Even the city of Gulf Breeze waived ours. But Escambia County? Nope.

Been calling all morning, either get a busy signal or it rings until disconnection. Same deal with the emergency number.

ECUA frequently leaves trash behind for weeks. I have called, been lied too, and still had to wait for the next scheduled pickup. With all the complaints, why is this not a class action

Piss poor service. Misses scheduled pick ups on regular basis. Customer service forwards emails to supervisor who isnt even in the same building and with that supervisors do not return phone calls as stated by service reps.

Needs to serious improve prepaid job performances from entire staffing

People's are very nice and friendly and understanding always available to help you out with your bill and me personally they really help me with giving me extension to pay my bill so I give them

Horrible company with a monopoly in our area. No regard for customer service. Rates continue to increase with no improvements to water quality or customer service. There are regular boil water notices that are not advertised. This billion dollar company doesn t even have an app setup for customers to monitor their services or pay bills. I absolutely hate ecua and i hope that eventually they get their act together. Maybe they ll realize that the customer should come first instead of filling the fat cats pockets.

This water utility has the worst customer service I've experienced living in several states and counties. They are rude and incompetent. Every single interaction with them has required an escalation to resolve. On the water side the pricing for the service is expensive and always goes up without explanation. Recycling is being thrown in the same place as garbage and they have been deceiving customers for over a year about this. Of course this will not change because this is Escambia County but this place is a cesspool and landmark of the way this county is run. I would recommend you avoid anyone that has ever worked for ECUA.

Not very friendly unless you get the lady at the drive thru.

Today the 28th failed to pick up my recycle after they knocked the can over and drove a way they pick up the trash on the regular. So I guess I'm going to stop separating it and give there trash sorters more work to do

Beyond Terrible. Endless hold time to never reach anyone. Will not respond to email. Worthless!

Probably the most inept business I've ever come across. This is what happens when there are not other options of service. My cat has a higher IQ than anyone I've spoken to here.

Greedy, over priced utilities with often over inflated bills that defy logic and reason. Gestapo like collections too.

Very rude customer service... I called to get service started but don't have a lease because the house was left to me and is going through the necessary motions to get everything in order my father passed and they just came to cut the water off I called to get the service put in my name the lady tells me well they left a large bill and I don't know what to tell you...the bill is 327 true but I need water service dont have 327 because of this pandemic thats going on right now im jobless with 3 kids in a house now with no water no help to get service from ecua worst experience ever wish there was another water service I could get

If you have any other choice, don t use these people. I had them set up in autopay. Something happened to the autopay and for less than $100 they came and picked up my can. They have no loyalty to long time customers. I m fact I would venture to say the could care less. Just saying. Use some other GARBAGE business if you have any choice.

Without doubt the worst customer service of ANY company I have ever dealt with! They do not even answer the phone!! For weeks now, all I get is a recording telling me they are "helping Santa Rosa County with their garbage cans before the end of the year." And it's now the end of January!! And the recording thanks me for my patience and ends the call! My recyclables have not been picked up in three weeks--and I can't complain about it. I did send in an email, but no results whatsoever. I have no respect for this company.

The level of service depends greatly on whom you talk to. It took two trips to the office to get service

Gave me gross, dirty, stinky cans. (Other companies clean them before delivering to a new customer ) Keep skipping pick up, and when they do come they put empty can across the street.

Terrible customer service. All they care about is how much money they can get out of you. It took going to their "director" to get mediocre customer service. Employees are rude and lack common sense, not to mention basic people skills.

Customer service was exceptional. Cashier very pleasant and plenty of parking.

Worst customer service. fire everyone and start again!

It's in the middle of no where and the water quality is terrible.

I'm sure the people that work for the company aren't all that bad. But, the communication levels between them and people's is just non existent. Had my service interrupted for late payment (understandable). Paid the delinquent amount,plus the reconnect fee at 1030 a.m. call ecua and double check that everything is well and am told the reconnect order was "radioed" out to the tech at 1100a.m. Nine hours later, no water. This means no showers for my children. No way to flush the toilet. No water to cook with. The fact that you have no other option is deplorable.

You used to be able to know when ECUA was going to pick up, now it's anyone's guess as to when or IF they'll show up.

I'm practically an unpaid supervisor with the number of times I have to call because of missed yard waste pickups. I can understand running late at peak season, but the whole street gets missed frequently, and even when reported you're lucky if they bother to show up before the next regular pick-up day.

It all makes their rate increase more of a slap in the face when the quality of service is still so low.

What a screwed up money hungry company. So backwater in the 21st century they charge you extra to pay online they charge you extra to pay over the phone short of walking in there office and throwing a wad of cash in there face THEY CHARGE YOU EXTRA. Ass holes.

Then they charge you a month in advance even though you haven't used the service yet I get a bill for December and its Still November. I am sick and tired of there stupidity and they need to overhaul management yesterday.

I have always had a congenial relationship with the Customer Service Department. Mrs Robbie Dean, Mrs Loretta Lee and Mrs. Monica Cole Peirce have over the last 30+ years have always treated my concerns as if they were their own. Unfortunately two of them have retired, leaving Mrs Loretta Lee and whenever I have an opportunity to speak with her she still has the same persona from the first time I had a ECUA concern.
However, In 2017 I was assisting a friend (who lived in another state) in getting some repairs to her rental home and we needed to turn the water on for the contractor. Initially we were told it would be $38 per month. After three months and the contractor was through with repairs we received a bill for $207. That was paid, the next month we were billed $570. That was paid (really as an oversight). The next month we were billed $700+ and that's when I contacted ECUA Boardmember and was told to contact the customer service manager Mr. Brand upon his review he stated that we needed to pay the bill and they would have someone come out and look at the meter when that happened after I told him I had taken a picture four months prior and the meter had not moved but we are being charged! We were advised that we should pay the bill of $1200 and then they would look at the meter and have it re-calibrate I only asked him to handle this situation as if it was there there was no pool at the residence not any leaking faucets that has been over a year ago and we have not gotten the problem corrected. In hindsight I believe I should ve contacted Miss Loretta Lynn and she would ve taking care of me.

I'm a Santa Rosa customer and I have been pushed to the point of looking for an alternative for trash service. First of all, ECUA *routinely* skips trash pickup in my neighborhood on holiday weeks DESPITE the fact that their "Holiday Collection Schedule" PDF on their site says they will pick up. I am an intelligent person and can read a calendar. My pickup days are Monday and Thursday. I understand they don't pick up on the Thursday of Thanksgiving. But then they skip the regular Monday pickup as well? Same for Christmas! Christmas day schedule says no pickup on Tuesday - sure. AGAIN, no pickup on Monday! I called and sent an email and NO RESPONSE. The second issue is that our neighborhood looks like the ghetto thanks to the ECUA trucks dropping trash everywhere. When I lived in Escambia county I thought people were just litterbugs. No! It's the ECUA trucks! They literally leave a trail of flying litter as they drive. When I moved to Santa Rosa before ECUA trash pickup, there was rarely litter on the road, and now it's everywhere! These guys are pure "garbage!"

ECUA disconnected our water because we forgot to pay the bill, come out 4 hours later to reconnect it and our pipe burst and they re not turning our water back on until we fix the issue they caused. Absolutely the worst government agency. I mean I couldn t expect much seeing as being in the navy was a terrible experience, I was sure that civilian government agencies would be just as bad, if not worse. We will be seeing you in court.

Looks like they can t handle the pressure.....shouldn t have took on Santa Rosa county huh??

Based on the experience I just had and all the reviews I've read i should not be surprised with the service. Nothing but incompetence from this company. The people are rude and lazy. Also 6'X6'X6' is still 216 cubic feet no matter how you stack it. If there was lees than one star I would use it.
Not happy with this service at all!

Regards,
Robert Davis

5 calls in 3 weeks for trash and gsrbage not picked up! A government owned entity entitled to monthly bills by law that cannot perform simple services we are required by law to pay for!
Revision: After repeated complaints to management, ECUA has cleaned up their act. 2 more stars.

Horrible place and business. Customer service is horrible, services are horrible, just all around a horrible place. They over charge you for everything, lie about disconnect notices, and are just bad all around. If there was no other options id tell you never to use them.

They failed to pick up all trash. When I called to see what happened they put in a missed collection ticket to have it picked up the next day, and they didnt show up. So I am 8 months pregnant lugging a toilet to and from the street because they said they would get it...but I some how still have a trash toilet that I cant leave out over the weekend.

NO Yard puck up again! Have to call everytime! WHAT IS WRONG WITH YALL!

Horrible customer service. Took 12 days to get trash cans.

Update - apparently it's ok for drivers to cuss at you when you ask them to pick up the brush I PAY TO HAVE PICKED UP.

Get your employees in order!!

i think the reason they are so RUDE is because they get tons of complaints on their trash pick up because they are Not doing their jobs! I've been waiting two weeks for them to pick up my yards debri, no excuses because i stacked it in the 6x6 piles but they wouldn't even pick up the two leaf bags. i waited all day long from 7 am to my current time of 5:37. they came by three hours ago, i was standing outside waiting, they picked up two bags across the road, wouldn't even look my way and got away fast. i thought well, maybe they are doing that side of the street first, apparently not so. i guess i will have to pay someone to do ECUAs job for them?

We have to call at least 2x a month to have our recycling picked up. Just watched the truck drive by without stopping to pick it up. What a great job-getting paid drive a garbage truck and NOT pick up garbage. Why do I have to pay for no service??

Absolutely worst public service. I ve contacted all numbers and they are either inactive or full. Following a hurricane I have brown faucet and toilet water. No update was given. I have nothing but email service for board members, which I have to send individually. This county run service is a joke. I am a new resident and find Florida government to be very inactive and ineffective. They are reactive instead of proactive. No wonder this state constantly needs federal aid. The officials in place are ill equipped to prepare for any kind of disaster natural to this area. People tell me this was not even bad. What happens during a higher category hurricane?? Escambia county is run by a bunch of uneducated, irresponsible and uneducated people.

Bucket pickup is normally done some ti.e on the scheduled day. The trash pick up that is a maybe.

Terrible -- I signed up for their service and was "guaranteed" to have trash carts before Jan 1. My first collection date was Jan 2. Jan 2 comes and goes --- I have no carts to place my trash. I am tolerable of the situation because I understand that this company has a huge task of taking over North Santa Rosa County.My next collection date, Jan 6 arrives and I still have no cans. I call ECUA and am told that they are really sorry, they acknowledge that the cans should have arrived to weeks ago, but tell me - no problem, put out your bags by 7am and we will pick up the bags. My bags are out by 7 am. 10:30 am - the bags are still there, I call and again ECUA apologizes. I am told a truck will come. 2:15 - still no service. This call I receive an answering system, promising a return call. 3:15 - same story. 4:15 - I am told a truck will be there by dark. Dark - bags still there. I am told to take the garbage bags back in and they will come tomorrow. ECUA --- you suck!

Love the staff here, they were so helpful and nice

2 weeks in a row they literally drive up pick up my neighbors trash 100 ft from my can on The same side of the street on my left and right. The driver looks right at me as they slow down and pause in front of my cans and drive off. I immediately called they say they come back and pick up my trash however they did not. Called again the next day and they said that they were training somebody which it was our regular trash guy unaccompanied and still no one picked up my trash

When did it become acceptable for a company to get paid for their services and not deliver? Over the past year my garbage has not been picked up so many times, I've lost track. The longest was three weeks in a row! When I call in to report it, the representatives make promises of pick up that day, unfortunately it never happens. Every interaction I have had over the phone (Beside one lady a couple of months ago) has been in personable and unsympathetic to the situation.
Today I finally told the representative that I felt my account should be credited for all the missed pick ups (three in a row at the time I spoke with him) I was told that they do not offer credits and if I want he can have a supervisor call me... I told him "please do" ... do you think I received a call? Unfortunately not.
I've worked in customer service almost all my life and will give you this advice E.C.U.A, do what you say you are going to do. And follow up if you pass the "job" unto someone else.
I hate that you are the only option where I live, all I can hope is that your company takes feedback to heart and evolves into something better.

It has literally been an act of Congress to get a trash can from this company. There is no excuse for it to take over a week for someone to deliver a new trash can for a new customer! Just ridiculous!

They only vacation from work on days that end in "y"

The first customer service representative I spoke to gave me the wrong information about getting my mattress picked up with trash. I called again to ask why it wasn't picked up and was told I needed to schedule it to be picked up (which I wasn't told before). The woman I spoke to was RUDE and kept talking over me. I am moving and this was the last day I could have it picked up before my service ended. She said I would have to pay to extend my service even though it was their INCOMPETENT representative that gave me the wrong information. Glad I'm moving. Worst service I've ever had.

I actually give this company 0 stars. Horrible service. Extremely incompetent. I tried to get a water meter installed but wasn't informed that there is actually no water line on my street, that the meter would have to go on the main road, 5 blocks away from my property. The installer informed me of this when he was there ready to install it. How convenient. So I requested a refund about 3-4 weeks ago and since no one gives you the correct information, the process hasn't even begun. I was told that it would be processed giving them the information they needed over the phone and they confirmed this and we said our goodbyes. I called today to check the status and nothing had been recorded on their end. Apparently I have to take the receipt to them in person first. I wish someone could have just given me this simple information weeks ago to avoid such a delay with my hefty refund of $1500. Not advising me that the main water line was not on my road and not informing me about how to correctly obtain a refund. Incompetence on so many levels.

I am truly not sure how this company could get any worse. If you want to know how bad a company can get just put them in business with no competition.

Sherry Sapp.
Details09/25/2017
After 15 years as a customer, we abruptly received an insulting threatening letter from Tiffanie Nickson, Cusomer Service Specialist. The letter stated our $52 payment made two weeks before due date, had been refused by the bank for insuffient funds [we had more than $2,500 in our account, PLUS substantial savings, PLUS overdraft protection.] ECUA said because of the NSF, we would be charged high fees and be required to pay cash only for the next year. Clearly, we knew the bank would never have refused payment for lack of funds unless the bill had been higher than $25,000, so we went to ECUA who REFUSED TO EVEN SPEAK TO US, blaming the bank. Of course the bank records showed that we had the funds to pay a bill hundreds of times higher, but that ECUA had never presented a request for payment. It took uneccessary time, aggravation and highly offensive treatment before ECUA agreed to drop the extra charges. Yet, ECUA neither accepted responsibility nor apologized for their rude, highly unprofessional behavior.
We are demanding that Tiffanie Nickson and whomever handles banking matters be fired.
Stephen and Sherry Sapp

They accidentally took our garbage and recycling cans (again). We pay early every month and have the entire time we have lived here. When I called they said there was no order for them to be picked up and it was done by mistake and then proceeded to tell me it would take five business days for a new one to be processed and delivered. I now have to pay for garbage services I m not receiving and figure out where to put a weeks worth of diapers and garbage for a family of four because their employees are illiterate and incompetent. In all the places we ve been stationed, I ve never had to deal with this much stupidity.

I've never had a problem with them except when I was young and late on my payments. LOL But now that I'm older and pay my bills on time if I ever have an issue I call them and tell them what's going on and they tell me what they can do. Together we've always worked it out. Like today my recycling wasn't picked up like it usually is in the morning and I called and Charles told me the trucks were still out there and it may still be picked up. Sure enough I heard the truck about 20 minutes later and my recycling was picked up. Way to go y'all.

The one star says it all.
BUT I will elaborate as to WHY.. due to the flippant response I received when I attempted to pay my bill, in person, with a debit card: the clerk refused it and said,'We don't accept plastic inside but you can pay with it --online' . Mind you Im standing IN FRONT OF HER, as I turned to leave I said, 'I'm bettin' it's not a free service is it?'she said, 'Nope. It's a $1.50'.
Typical customer service ECUA.

Can't believe you removed my trash cans on April 11 and is April 21 and you haven't returned. Service was paid April 2nd. I need someone to pick that nasty trash from the front of my house.

Paying for services and not receiving them is a problem with ECUA. For a number of years I have complained they do not take my trash and recycling on a weekly basis as their service is supposed to provide. There is no refund when services is not provided, they just tell you to call them. Some of us use up minutes on our phone while on hold for too long and sometimes being passed to others before getting a promise of fixing the problems. This doesn't happen since the problems still continue. If we don't pay our bill, they cut services, if they don't provide services while we pay, nothing is done. Service sucks but we still have to give 1 star to post about how bad it is?

They miss pick-ups. Call them up and there's always too much background noise. The operators say one thing and the guys driving the trucks say another thing. Very unorganized. "We show that we took care of the problem," well I still have the same issue. Its been months and talked to 5 different ppl all saying I'm sorry we're taking care of it...when!!!

I pay for them to pick up my trash weekly. At least once a month they fail to do so, they haven't come for my recycling in two weeks. Its 2:30 now.... I doubt they will come today either. But they want me to call back on Monday to report failure to pick up.... They should have to refund you for every time they fail to render services paid for.

After witnessing a garbage truck throw garbage out of the driver side window swerving over the striped line on a 2 lane road for traffic to have to go around them while they are eating throwing bones that hit a vehicles truck bed in front of me and once I got up beside him throw a single slice pizza box from a gas station at my truck then proceeded to give me a thumbs up and the two gentlemen that were in the cab laughed like they re doing nothing wrong and continued to drive reckless in 2 lanes and Continue to throw trash out the window!? What makes it even worse when I called in to report it to whoever I spoke to at ECUA, I must ve been on speakerphone because all I heard when I was reporting it was employees laughing in the background like this is some joke or something that happens every day! Awesome way to handle the situation ECUA!

Sometimes they pick it up , sometimes they don t. More often not.

When you call them the recording says the office is currently closed at 535pm. Then the recording says the normal business are 8am to 6pm.
This should give you some idea of the horrible service this company provides.
My trash does not get picked up about every other week.

ECUA has been ripping people off for years!!! I have had problems with them off and on for over 20 years. They are currently telling me I owe them about $80.00 more than I actually do and I can prove it through money order stubs and receipts. They have been trying to bill for this for months now. Every time I try to tell them this they always start explaining to me what their computer says. I ALREADY KNOW WHAT THEIR COMPUTER SAYS BECAUSE I HAVE A PAPER BILL IN FRONT OF ME. They say the last time I had a zero balance was end of last year. That's because they are trying to charge me for what I don't owe them. People don't have an option on who to use for trash and sewage. If you are about to receive their services, BEWARE. I could just as easily say they owe me money for no reason. Do you think they would pay it? Hell No!!! Why should I pay there bills for them. My guess is that they are just as crooked as the City of Pensacola government and the rest of the Escambia County government. Don't you think there is a reason why former Pensacola police Chief David Alexander was not allowed a second term from Ashton Hayward? The reason is that he wouldn't drink the Kool-Aid. Haven't you noticed that Grover Robinson is now running for Mayor of Pensacola since he decided not to run for County Commission again. It must be his turn. And the people of this county and City are so stupid they will vote them into office. BEWARE OF THIS CITY AND COUNTY. THEY ARE CROOKS.

I hate this company how is it water and sewage is more then my gas and electric combined. Insane.

IF THERE WAS ANOTHER CHOICE TO PICK UP MY TRASH.....ECUA WOULD BE FIRED....I PAY MY BILL ALWAYS....THEY DID NOT PICK UP MT TRASH....I CALLED AND COMPLAINTED FOR THREE DAYS THEY BRUSHED ME OFF TILL THE NEXT PICKUP DAY...VERY UNPROFESSIONAL AND DISRESPECTFUL TO ME AS A CUSTOMER... I HATE THIS COMPANY...WORST EVER....THEY GOT A MONOPOLY ON THIS TRASH PICKUP AND DONT GIVE A DAMN...I WOULD NOT EVEN
GIVE THEM 1 star if I had a choice ...PATHETIC COMPANY AND MANGEMENT...

Many bad experiences with dealing with this government agency. The only positive interaction has been with "Anthony" regarding compost availability. My last request to get the regular sized containers swapped for handicapped containers has taken two formal requests and so far it has been 2 months, at least 4 phone calls, and still no handicapped containers.
A one star rating is too high.

It's January 12th and I still have no trash service. I really want to know the name of the person who made the deal with ECUA to assume all trash services in my area? I live in North Santa Rosa county and was perfectly content with my trash collection service...a small, independently run company out of Holt. You know what I liked about them? If you called them, you could speak with someone who could rectify your issue almost immediately. Great customer service. They picked up my trash without fail. Now I have no service and there's nothing I can do about it. It's not like I can threaten to take my business elsewhere! ECUA didn't have to compete for my business, they were handed it. That's sorta scary, especially after numerous calls, emails, etc to ECUA, I was finally told today, that they were "backed up". As consolation, I was told that I wasn't the only one who had trash piling up on my property since before Christmas. Well, at least I'm not alone, right? Well, I see this is going splendidly! Again, what Jackwagon thought this would be a good idea?

Why do I have to pay a fee to pay my bill with a credit or debit card?

Horrible....
Twice a week I have to call for them to pick up trash. EVERY SINGLE WEEK...
Absolutely ridiculous.

What a joke this company is, they don't pick up when their supposed to! Friday is our pickup day, and our recycling was picked up, but our trash was never picked up. Nobody on our street got their trashed picked up today! Its now 6:30pm, so I highly doubt their going to show up, and of course its too late to call them. Maybe we'll forget to pay our bill next month!

mulch/ compost coordinator either overworked or not qualifed