Emerald Coast Utilities Authority Review

The people are garbage, but what are you going to do?

Friendly staff. Clean building. A pain to get to though from South Pensacola. Would be nice if they had maybe a satellite office nearer to downtown.

paid bill before 2 pm, after being cut off, its 837 AT night and I have no water to get ready to work in the morning .

Online bill pay option is absolutely awful. Worst website Ive ever dealt with. Customer service reps don t seem to care at all and our trash is routinely skipped for pick up.

Thank you for getting your recycling program up and running. You guys have always done an awesome job.

Just so bad; trying to establishing automatic payment. Told I could download and fill out online form. Completed form; searched for an email address to return document. Odd its not labeled on form. So I called customer service ...... I HAVE TO MAIL THE FORM IN! no customer service email address. Then she wants a void check. I don't have any checks, is it still the 1980's

Customer service very flippant and show zero sense of compassion and really come across like they could care less

The folks here are the kindest most helpful public servants we've ever encountered. They've made us feel welcome and appreciated. This is how it ought to be but seldom is. We really appreciate them.

Absolutely terrible customer service, unwillingness to even attempt to do their jobs, and downright disgusting proof that Escambia County has failed their citizens in every way! They have surely forgotten who pays their salaries!

Since moving to Florida we have met the nicest people. Unfortunately at Emerald coast utilities authority I've only spoken to the rudest of people. All 4 conversations I've had with this company with 4 separate representatives have been short rude and unhelpful. Ive called twice to ask for help setting up the auto pay online I was told the online link doesn't work and that I would have to be mailed something not a problem except for the reps obviously didn't want to talk to me. After calling again because my fault, my mistake, I set up my savings account and not my checking account for auto pay I was again met with someone else very rude and short. The conversation I just had was to verify that a payment I made with a vsa went through because we got a scary letter saying that power would be disconnected if we didn't make payment I was told it was pending call back tomorrow is there anything else I can help you with. Obviously I have to call back tomorrow but if there was anyone else that we could work with for this basic necessity I would definitely be choosing another company.

They kept my water shut off for Hours!!!!
I didn't even get a notice that my water was to be shut off(we paid the bill) they shut it off anyway!
So I call and pay last months balance that wasn't due yet and a reconnect fee...like 15 mins after they shut it off, that was at 1pm it's Been hours and they guaranteed it would be cut back on by 7 since we paid before 3...called the emergency line at 7:15, lady said that info was false and the trucks stay on the road until all orders for the day are done. Okay cool she said they should be on there way, I hang up, about 9:30 I call again, she remembers me and I say okay ma'am I have 2 school age children who need a bath for school! I had to buy water to make dinner...why isn't it on?! She said "I'm sorry ma'am, I cAn see how that's a inconvenience, they will be out when they can, that's all I can tell you..." with a snarky attitude mind you! So it's now 10:30 and I just called again and some guy answered said the trucks were running behind he even had to call in another crew and I needed to be patient...then hung up! I'm done. I'm over it. I would move just to not deal with these people anymore!

They miss my recycle can often. Cannot figure that one out I kind of wonder is the driver lazy or just not the brightest.

Worst trash service I've experience. I've lived here two months. My recycling has not been picked up 5 of those weeks. I've emailed 3 different times about it. 1st time they came back out. 2nd time, no one showed up, again. Now, I have an overflowing recycling bin has it hasn't been picked up the past two weeks in a row. I had to contact them 3 times over 3 weeks to come pick up a couch they said wasn't an issue to pick up. Made me and my neighbors real happy to have an old couch sitting out on the curb waiting 3 weeks for pick-up. Promise dates would come and go, no pick-up.

Horrible customer service! Hate calling there. Would rather stick a fork in my eye. They say they are recording the calls but apparently nobody listens to them because there s never any changes made.

I PAY YOU TO TAKE THE TRASH OUT OF THE CAN I PAY YOU TO HAVE. WHY CANT YOU??

Great recycling and composting on an industrial scale

Horrible service, they somehow manage to pickup the regular trash, but when it comes to yard debris and garbage they seem to miss it all together. I have to call them at least once a month, sometimes twice. If I am paying you for a service I expect for you to hold up your end of the bargain.

Management and customer service is a complete failure

Told me my account was closed and settled with zero balance just to find out a year later I have a balance on it and never was told and they don't want to do anything about it . Now my closing on a house is pushed back because of them and they apparently cant send the info proving all that either even when they say they will. Dont even deserve a one star.

Terrible charging just sewer 40 dollars for the first 3 months, so total water bill was 80 bucks, and there is no shower or toilet installed yet. Lady said first 3 month we gauge your sewer usage lol, and will go down after you call back In 90 days! So why not gauge it from the start. Buyers beware, do not buy in the city limits!

Representatives have no clue. Had to call three times because each time it's a new representative and they want different information than the last one. I have a few landscape timber that I need picked up. Found out that is considered construction debris and I will have to be charged for it. If ECUA ever gets any competition, they will be out of business.

Service and communication are lacking and this is only option

Still waiting 3 months later for yard pickup. I have contacted the company, and the Better Business Bureau to no avail. This lack of service is really appalling. Santa Rosa County Commissioners should be ashamed of forcing us to pay for services to companies that dont/won t provide them!! Wish I had an option to take my $ elsewhere!

shalonda (spelling may be wrong, I'm sorry), the lady who answers the phone, was the nicest to me this morning. My trash bins are still full and needed to be picked up from yesterday. My phone was giving bad reception but she still was pleasant! Thank you.

Well, the driver of the recycling truck just broke our mailbox, gave a half hearted attempt to fix it and then took off. Our mailbox is now hanging on by two screws and the flag is bent. He drove off faster than I could get a picture of the truck and number but he was servicing Grande Lagoon on Dec 11, 2019

Update: called ECUA and customer service was surprisingly helpful and very nice. He forwarded the issue to risk management - we shall see how it plays out...

As of today (Thursday 12/12), no one has followed up on the matter. Will give it until Tuesday and suppose I ll take the advice to file a police report since property was damaged and clearly wasn t reported by the driver. What a shame. I wish ECUA would hold their employees to a higher standard.

Customer service trps at the window are always rude. Every time. They act like your are a pain in the ass to their day.

I wish there was a MINUS star rating- these people charge way more than their non-existent service is worth, NEVER do what they say they will, treat the customer like they work for them, and their website is full of incorrect instructions that waste your time. They should be paying me to put up with them, instead of billing me their sky-high rates.

ALMOST every representative i call and speak with has a very bad attitude! they obviously is miserable and mad with their job and should find a different job! They all act irritated when ME as a PAYING customer is only asking questions and trying to get an understanding. I had one rep hang up in my face today very rude!!! The calls should start being monitored and reviewed by higher authority to see how us as customers is being treated which is horrible!!!

I have been waiting almost 3 weeks for a new garbage can.The lid was broken and fell into the truck.I cannot use the can as stray cats and bugs would be everywhere getting in the garbage as they told me to make sure I leave the can by the road.I have called a couple of times and all they say is that it s on their work order.I need a new can now.

This note I received! Nasty to the uneducated customer service I've ever received! You will pick up my trash. I pay early and I pay for 30 years! If the can is a foot farther than your truck allows be more polite in your itty bitty note. Go to customer service school.

This morning, Friday, March 30th 2018, I heard the truck coming down the street. I am the only house at the end of the culdesac so I rushed out to put the trash on the road. The truck was just departing the house before mine. Driver saw me put trash on the street before he/she arrived, completed a 3 point turn and left without picking up my trash. There is no way the driver could not have seen me nor my trash can and I am livid that my trash service got ignored. I called customer service but it is closed in observance of Good Friday. I pay on time for every month for this service and I am not satisfied with lack of professionalism from your driver.
I believe the reason ECUA does not concern itself with negative reviews is that it is a monopoly in this area as there is no other trash service available to compete with. Therefore they don t have to make changes.

They have some real geniuses working there. I had 2 extra garbage cans that I didn't need anymore and, requested pick up of cans in November. Now, January 2020, not only are the 2 cans I requested to be picked up are still there, the einsteins dropped off 2 more cans! Now, I have a total of 4 cans that I don't need

Terrible company. Always misses pick up for no reason then when you put in a missed order they ignore it. Dont even both with calling customer service they are very rude

My wife and I just recently moved down to Pensacola, FL and any interaction we ve had with their customer service reps has been horrible!! My wife was literally being screamed over on the phone by a rep that refused to listen. They seem to only be there for a paycheck. Customer Service skills & the online/automated bill system is HORRIBLE!! Really disappointed to say the least. My wife entered our cc via phone to pay a bill. When it was not reflecting on our statement, she called 3 seperate times to ask why it was not reflected on our bank statement and to ask if all was good on their end. Each time, they said no worries, its showing zero balance and nothing more she needs to do. The final time my wife called they told my wife it was showing in their system that she entered the check info in wrong. Really?!? We never paid by check. We have been away feom home for past month on vacation and dont event have our chexking info with us. Yet, the representaive on phone proceeded to tell my wife she was wrong. Crazy!!! My wife asked to speak to supervisor and the woman placed her in hold for an hour hoping my wife would just hang up. We called back and then another representative said supervisors were in meetings all morning. Really?!? Again, then why previous person place my wife on hold to talk to supervisor. Obviously YOUR system is wrong when you tell is a check was used to make payment. I sat and watched my wife put in cc payment via phone. And now you charge a late fee when my wife made every attempt several times to make sure you received correct payment. We want this resolved Asap. Your resprentavive then says we were two days away from water being shut off after weeks of my wife being told by your company we had zero balance and all was fine. Horrible! Horrible!! Horrible!!!

Rude, rude customer service people ever.. You all need to teach your people WE are paying there pay checks and if there was another option over your crappy over priced service am sure almost all of your customers would drop your sorry asses!

Great repurposing of an old building in Ellyson Industrial Park inside and out. Friendly, helpful staff. Drive thru labes for easy bill pay.

What an incredibly apathetic company. After being forced into using their services, key word forced, I have been lied to multiple times about when I will receive my garbage cans. I've signed up twice for service after being told my first order never existed later to hear from another rep that she could see where it had been placed twice. I've been told to leave my trash at the curb and that it would be picked up. On multiple pickup days they have ignored it altogether and just left it there. I'm not sure if the drivers are just too lazy to get out of their vehicles and pick it up or if the reps are just lying to me and the media. I was actually told by a rep on the phone that they agreed that they have "shitty" service, in those exact words.

Set up my ECUA service on 2/19. They wait until 3/27 to send my first bill. They want $200 for first month and deposit. Ok that's fine. But don't send customers a bill on 4/01 and expect payment within 10 days. That's ridiculous. I have OTHER BILLS to pay. You need to send bills more promptly AND give more than ten days to pay said bill. I budget all my bills a month out. I have RENT, AT&T and Gulf Power and credit cards and I've never had any of them expect payment within ten days. That absurd.

I like the fact that they have drive thru to pay bills.

My garbage service is fine and other than one rude customer service agent I have had nothing but a pleasant experience when I call in. My recycling hasn't been picked up in 2 months. I have made 3 calls since 12/26/18 and it still hasn't been picked up. What's the point of trying to be environmentally friendly if they aren't going to pick it up?

first of all, their phone message says business hours are 8 am to 6 pm yet their real hours are 9-5. Sloppy! Then when I called to try and set up service they dropped my call 3 Times.The wait times when you call back are inaccurate and they actually charge extra money for same day service, otherwise one is expected to go, in my case, all weekend without water and sewer.. We should expect more from our public utilities!!!