Fairfax Water Review

Trying to pay a bill online is so frustrating. I had to add all of my information and validate it, but it pulled up the incorrect bank and it won't allow you to change the bank name yourself. What am I supposed to do? It's telling me funds will come out of an account from a different bank. Absolutely ridiculous.

After being on hold for 15min and finally being the next in line to talk to a customer service, I was hung up on.

I signed up for paperless billing last year. Provided my e-mail address that I use for ALL paperless bills for all of my service providers.

No bill. When I realize I didn't get a bill, I log on, and find that I have a bill AND a late fee. Call and they immediately take care of it and drop the fee.

They assure me that the e-mail billing notification has been corrected.

Next quarter, no bill notification. I catch it before it goes late, call in, talk to someone who says that they rolled out a fix to their notification system that will ensure that I receive notices.

February billing notification period comes and goes, and you guessed it. No notification. They assure me that A) The system has been fixed, and B) my bill went out, and C) check your spam folder!

OK, the system apparently hasn't been fixed because I've not received a notification and it's NOT in my spam folder.

It's incomprehensible that this is happening and that no one can figure it out.

Why this place doesn't have more stars blows my mind. I've always had clean eater to drink and use which is a luxury not found everywhere. Then last night we had a water main break in our area. I found out about it and called within an hour of it happening. They already had an emergency repair team there and it was fixed in less than 30 min. I think this place is fantastic and well run.

Horrific customer service. I called to schedule my water to be cut off on the street to get my water main replaced. The woman explained the horrific process to me and was insanely rude on the phone. If I had options for this service, they'd never get another dollar from me.

I come from Memphis, Tn, where they bottle our sink water and sell it. Its delicious and comes from underground wells. When I moved to Fairfax county 6 years ago, the water was unbearable. I would go without drinking water until i could go to the store to buy more. The water would almost make me vomit, as the same with relatives that would visit. Fast foward to 2019. I wanted to save money by drinking sink water again... even more unbearable. I thought in a 4 month time frame i could get used to drinking the water, nope. This morning was the last straw as i filled my 1 liter bottle and realized that i trained myself to not breath while drinking it. If you dont breathe, you can't taste it. My second gulp of water WREAKED of Chlorine. It literally tastes and smells like pool water. I was inclined to write this review as i finished stocking my fridge with enough bottled water to survive an apocalypse. I shouldn't have to, seeing how much i pay for water.

I worked with the water company in San Diego, CA and this Water Authority is not but and if all the reviews want online service, that means the bills will go up even more because software development and installation is not free. I guess the questions is how can we work with Water Authority to make it better for all of us. Complaining with out offering any suggested solutions, is poor taste. Have a Good Day.

Verny antiquated customer service; prehistoric website with outdated information and no ability to view account or anything else there. Wasteful in that they send out bills by postal mail (no email billing option????) which wastes paper and money. I don't care about the useless newsletter printed on environmentally unfriendly virgin clay-coated paper. Yet more waste, and this newsletter was recently doubled in size. Typical of government -- we don't give a darn since you have NO choice and CAN'T drill your own well. Suck up and shut up. RUDE agents on the phone when they do answer.

The rates go up and up and up all the time. We pay MORE in the summer for the same water? Who uses more water in the winter? We have to water our lawns, gardens and flowers, but only when it costs MORE. Penalize us for using water? We pay more here for our abundant water than we ever did in drought-stricken Cali. Speaking of water, there is more chlorine in the water here than in a bottle of Clorox. We gag from the smell every time we turn on the cold-water taps and refuse to drink it.

I recently purchased my first home in Va. Fairfax water refused to refund my deposit because they are saying I owned the property I rented! Apparently there was a management change a few years ago and my record were clearly compromised. Customer service refused to correct the problem and basically is accusing me of lying! Why would I like about that and, they can simply do a title search to prove ownership. Glad I'm out of Fairfax!

Very unfortunate that so many people don't have a choice and are stuck with Fairfax Water and their lousy billing practices.

Get water from the stone age? No online billing? No automatic billpay?! What is this...1990?! I actually had to drive out to Fairfax (45min to an hour in traffic) to set up my account. Why can't I do it online?! The guy behind the desk must be union or something. Because there is NO other reason for him to be doing what I could have done in 5min online from the comfort of my couch.
Your customer interface needs a HUGE overhaul...Fire the guy that took my money, take his salary and give it to some kids from GW. That kid can write you a decent website for you to interact with your customers efficiently. UGh... Pain in my A@!

$190 deposit makes no sense. They charge you an additional $48 if you miss the payment and cut off the water.

Customer service person also is very demeaning and taunts you for not paying the deposit on time.

They should at least send a reminder the day before they cut off water, but they don't because they know they will make an extra $48.

This is just unacceptable and disrespectful. DISRESPECTFUL.

I called to report a leaking fire hydrant. I described the location with major landmarks, including a Fairfax Water water tower, and the operator kept asking me for an address. "I can not call it up without an address." She did take down the information, and said she would pass it along.

Literally the worst website I have ever used. Multiple logouts, pages not loading, info not loading etc on multiple different browser and devices. Took 20 min just to "quickly" log in and pay my bill. It wouldn't be as big of a deal if we weren't restricted from actually going in and paying in person. If you are going to eliminate in person transactions, at least make sure your online payment system is functional.

My tenant asked for service to start when she moved in on Wed. They asked if she wanted to start Tuesday even though they knew she wouldn't be moving in until Wed? She thought they meant for billing purposes or something so she said ok. They NEVER told her that they recommend for her or someone to be home when the water comes. Seems like common sense but they just didn't mention it to her and she didn't know what potential issues could arise from that because she's a renter not an owner. As the landlord I was not informed the water was being turned on. Had they told her to be home she would have informed me and I would have been there to check 100%. It is apparently NOT in the policy to inform ANYONE that they are coming to turn the water on and they will turn it on even if no one is home. So they turned the water on but my handyman had been working on stuff and the supply line to the toilet was off and water went EVERYWHERE. They claimed they shut it right off when they heard running water. But there was SO much water it CRASHED through my 2nd story ceiling and and into basement ceiling. I spoke to their investigator George Hoke and manager Tad Jones who were the most dismissive and insanse mansplainers I'd ever met. They would not acknowledge an ounce of wrong doing and they were baffled as to why I would even be upset and they were annoyed that I was even talking and would rudely interrupt me to just repeat it wasn't part of their policy so therefore not their fault. I also spoke to their manager Michele Moore who at LEAST acknowledged the fact that the policy could be improved so that this sort of thing doesn't happen. The other two wouldn't even acknowledge that as an issue. But what's insane is that fairfax water has told other friends of mine that they would absolutely NOT turn the water on unless someone was home for liability reasons. So SOMETIMES if you get a decent service rep that will be their practice but apparently if you are unlucky and get a lazy negligent service rep, nobody will tell you a damn thing before flipping the switch. Change the policy Fairfax Water. It's the LEAST you can do since you won't offer to pay a cent for any damages your negligence has cost.

$190 lien to start services that will not be repaid until you final bill + $39 start up charge + $12.20 quarterly charge means you're going to need to factor in over $200 extra just for a move. Since it's not being repaid until your final bill that means if you stay in an area that they service for the rest of your life you will never get it back so it's essentially a charge. Most utility companies charge a deposit if you have bad credit, which is reasonable, and refund it to you after a year of full payments. If you have good credit you aren't typically charged a deposit. It's a good thing I wasn't charged on my other utilities because this in addition two coughing up all the extra money that a move costs could have been pretty detrimental to someone on a tighter budget. For a 'non-profit' public utility they sure are taking in a lot of money for nothing at the front end,. This is just abusive and discriminatory towards people that may not just have a few extra hundred to drop during an already expensive time.

Useless. Can't even get the account number right. Aggressive and belligerent.

When you have reviews that are mainly 1 stars and 5 stars, you know the FFCW and their employees are writing fake reviews. The most inept, vindictive, lazy customer support with one lying arse director. People change your meters, they are old. They test mine, told me it was fine after replacing it. With the new meter my water usage all of a sudden dropped in half. This dog and pony show is their star attraction when it comes to these clowns in a circus.

Normally I don't have to deal with the customer service. Never had a issue with water service. Been drinking the stuff for the past 15 years and its premium. I am less concerned with service as I am clean water. Also I get free cups and clean tasty water every year at the Fairfax fair.

The Company could be much better. I agree that the website for the payment system is archaic. Why a charge to make a credit card payment? Customer service is average. Hey at least they speak English. We could be getting someone in India or the Philippines like Wash Gas. I guess they take advantage of being the only water company for the county.

Worst company service ever. The CEO and employees need to be fired immediately.

NOW, who would know I wasnt the only one disappointed by there customers service. Lol, I had the worst service from them and it was regarding employment and not there services no wonder they are looking to hire a super hero for the customer service position even human resources department can't represent the company properly. Hope they do hire the right people for the right positions because after reading the other reviews, I know now that as a whole company they are just disappointing all togetter. Lol I wish the was a no star rating Honestly! Good luck.

Configured for recurring payments... Next quarter rolls around, and it doesn't auto-debit, then they charge a late-fee.. and their website didn't have any of my bank account I had configured from our first quarter.

Total incompetence. Why cant they fix a waterline without damaging the sewage. I came home and thanks to Fairfax Water I had sewage backed up in my house. They weren't even sorry. For the nearly 100k on damage

My water bill is 32% higher than the same period last year for a townhouse - when we weren't even home for 2 weeks during the quarter. They know you have to pay it and keep raising prices ridiculously. Just a scam. We need more choices for water.

Never had a problem, used for multiple properties. Their quarterly newsletter is informative and their online account management is easy to use. The water is pretty good and they seem responsive to issues with water mains. I recall a hiccup getting water under our account due to a open account at the same address, which required help from the other account holder, then easily resolved.

Absolutely awful 1990's era website and payment system. Terrible customer service and basic thuggery. To bad they have cornered the market and have a monopoly on water here in the county. I would rather collect rainwater in barrels but that's probably illegal too....(Insert 4 letter word rant)

We just moved into the Fairfax Water District, in the middle of one of their quarterly billing cycles. After receiving our first bill, we confused as to why we were charged $76 worth of fees for only $20 worth of actual water usage. We called to inquire/explain we had only been receiving the service for one month, and asked them to modify the bill to reflect only one months worth of 'account fees'. They absolutely refused to prorate all of their fees for our one month of service, knowing that we do not have the choice to go to any other water utility company that services this area. After pressing them for several minutes, all they could tell us was to "file a complaint with the Better Business Bureau", so here we are.... (Also leaving this review on Google/other sites) We will be filing a formal complaint in an effort to be charged/reimbursed fairly. We know for a fact that they are receiving double 'service fees/account fees' this billing period because our landlord would have already paid for the fees from this cycle before he switched the water account into our names.

If you have a water emergency don't expect a whole lot of information or help from this woman who answered the phone on March 22, 2019 at 7:15 pm. She was surly, cut me off mid sentence, said that the tech already knew about the problem and he would get there. When I asked for an idea of how long he would be she said "well, he works until midnight or he could already be on his way there." I said "that isn't very helpf------- CLICK! She hung up on me.

People, online payment (speed pay) closes during the holidays... I mean seriously... they actually close whatever antiquated, outdated, obsolete online system/server they have due to the holidays. I always knew their payment system was seriously showing it's ages, but this is just on another level.

The online billing interface is easy to use and I've always been pleased with their customer service. I've called several times about my bill & starting/stopping service and have always had competent / helpful service reps. Wait times also haven't been bad, but I generally don't call around peak times.

Sounds like it's a different story if you're trying to get someone out to your property for an issue, but I've never had to go that route. In my experience I've been overall pretty pleased with Fairfax Water.

Never had an issue with billing. I've stopped service at one house and started service at 2 other houses. When they're in the neighborhood reading meters the people are friendly and helpful.

The worst. They shut off water with no notice and if you get home after they've closed at 4:30pm you're SOL for water until 8am the next day when they open - even if you pay immediately. When this happened to me the last bill I had from them had a due date that was still *2 weeks away* yet I had no water. Water is a basic need. Fairfax County citizens deserve better than this garbage.

Great service, immediate and professional answer when calling in. Expedited service for no additional fees. Courteous and knowledgeable people. The water!!?? :) The water never talks back, washes...everything ;) well, boils without ever complaining, makes great coffee and runs like a devil even when storms hit. Need to say more? :)

This is the best service in the nation. I have had the pleasure of being a direct customer in Chantilly and a whole sale customer in Ashburn. Quality, reliability, and value are the top 3 adjectives that I equate with Fairfax Water.

One of the most bad customer service in the world
The most high water bill in the state plus If you forget to pay your bill they will never call or email you to remind you to pay but they will easily shut off the water and they will force you to pay about $50 more plus the bill to get the water back .
I hate it .

SO far the worst water provider, they said I have received 3 notices that I was past due on my bill today, never did actually get the notices in the mail let alone the actual bill for the month of august water was cut off while my daughter was in the shower and I'm currently out of the country which makes matters worse.... also the water is over priced in everyway when I lived in Maryland we had unlimited use of water and our bill never exceeded 200 bucks a month ($185) plus taxes. I'm not sure how they measure water here because my bill is always no less then 350 and no more then 400 bucks its always changing which is annoying.. when I got my first I almost got a heart attack because the water alone is a quarter of my mortgage payment!

Great customer service! Called about air in our pipes and they had a technician at our house in 2 hours.

Quality water, very poor service. Came home to no water only to find out they claim they sent notices but they were never received. I had just moved and was still getting familiar with bill due dates. They are quick to shut off water and slow to take payments. Considering selling and moving because how horrible service is.

My dad paid eight times the price of my previous address because they didn't close his account. So I asked for a refund, but she hung up.

Really crappy customer service. Don't sound too enthusiastic, its not your job or anything...

I had service with Fairfax Water they always provided me great friendly service. I never any problem their service. I am now moving back to Fairfax, I am very happy to be back in Fairfax Water Service area. I today spoke to very friendly representative Stephanie. She was very helpful, and quick. I also spoke to Ms. Gold, she also was very friendly. I feel they both deserve more than 5 stars.

Terrible company. I sent them tenant authorization form many times by email. It is correct address, but they never receive it. I still cannot move in.

Worst utility company I ve ever dealt with. Lived all over the country and they are just the worst.

Called to start new service for a second location for my parents. Alicia, a customer service rep who helps to start new service answered the phone. Beyond rude, irritated with the most simple question, yelled at me, and then hung up on me when I asked to be switched to another rep. I have no clue how Fairfax Water couldn t care less about customer service. Do they even listen to calls? This woman seemed to care less, probably because they don t care. She should be terminated. And I don t say that lightly.

I have noticed that the taste of water has been changed the last couple weeks. Taste bad and smell bleach. ( swimming pool water) hopefully it gets back to normal soon.

Company refused to establish water service for me despite having a valid lease. They require landlord to provide permission for tenant to have water. I have leased over 10 homes and have never had a utility company refuse to provide water to a tenant! Does Fairfax water understand how property rights work and what a lease means? Apparently not.

Extremely poorly handled customer service..I wish I have another options for water supply.

I had leaking and they sent bill with $1.100.00
So I fixed the leaking and they adjusted for me to $100.00 the next bill was the second quarter and the same months of leaking and got the bill for 509.90
I called them to adjusted they said already did for 1 we can not do other one only ones every 5 years.
So it was the same leaking months and they refused to adjusted it !!
Im not satisfied at all with them..

Customer service really is rude a.f. If I could give zero starts I would.

This is worst than the DMV, I apologize to compare them to the DMV because the DMV is a 5 star compared to them. Conversations with any customer service representative has been horrible. If you don't like your cushioned county government job, please quit, customer service means dealing with customers, you may want to look at your job description or change it to apply talking to people in a professional manner.

I hereby recommend that All of us who have had bad experiences with this company, write a strong letter to The Better Business Bureau to protest their inmature behavior and poor treatment of loyal paying customers!

Customer service has got the be the worse, they all have the same rude and belittling demeanor and obviously know they can get away with it, the 2 representatives I spoke to on the same day had the exact same attitude, as if paying customers are asking for a favor or something? Management you should really start listening in on these phone calls. Ridiculous.

Incompetent as can be. I called to start water services, and was told that they could not since they did not serve the area I lived in. The person didn t bother checking and continued to argue with me. I waited 30 minutes after which they finally checked and realized that they served my area. No apologies or admitting they were wrong. Also the water quality sucks, you can't drink the without getting sick, and it smells like chlorine all year around, even though they say they only use it for a month in the summer to clean out the pipes. I had to purchase a $5,000 house water filter to just have safe drinking water.

So sick of this no online services, no email notifications, no phone call when issues arise. I expect more for the price of service and the crazy amount of taxes we pay

Terrible and rude customer service. We had a water leak for over two years, and they didn t bother to notify us. They will ONLY adjust the previous water bill after the repairs been done. However, they will not change the current water bill during which repairs are being done. No refunds for something we been overpaying over the past two years.

I can't remember hearing so many wine in all my life.

We woke up this morning without any running water. I called the Fairfax Water emergency number and told them about the problem at 11:13am. By 2:15pm, the nicest guy showed up at our door. He opened the manhole when our water meter is under, took at torch to it to thaw it out, replaced the meter & insulated it...and within seconds we had water again. Totally wasn t expecting such speedy & friendly service on a deathly cold day. Thanks guys!

One star is too generous. Water was disconnected 10 days after end of quarter billing cycle due to sale. I am being charged for services from that date to end of the quarter. So I am paying for services for another 2 1/2 months in advance even though I didn't own the property. Funny thing is that they will also be collecting that same amount from the buyer for the same 2 1/2 months! Essentially they are collecting twice for the same time period. They say they don't prorate. They have no legal basis to collect money from me for services they render on a property I do not own. No other business would be allowed to get away with that! Can you say "racketeering"!

CUSTOMER SERVICE HORRIFIC, WHEN ASK TO SPEAK TO A SUPERVISOR - GET VM....called ABOUT ALL THE FEES INVOLVED EVERY TIME I HAVE A TENANT MOVE OUT AND IT SWITCHED TO MY NAME- ALWAYS A $36 FEE, BUT ALL THEY DO IS AVERAGE USE OF WATER. the home was vacant for 45 days and I get a statement for 5,000 gallons of use and $130 bill! THEY JUST AVERAGE WHAT THEY THINK YOU USE, METER READINGS ARE WRONG. A REAL RACKET WITH ALL THE SEWER AND OTHER FEES THEY TACK ON. TO BAD NO OTHER CHOICES FOR AREA. WISH I HAD A SPRING WELL AND OUTHOUSE!

I can never pay my bill because their website ****** sucks!!!!

I have never had worse service. I called customer service after being a customer for 20 years. When I asked why I had to pay $190 lien payment after being a customer for 20 years, the person was rude and hung up on me. I was researching other water companies. Their service is deplorable.

BAD. BAD. BAD. Our bill came today. It was based on 762 units. This incorporates over-use charges, not to mention their new sewer fees. Our bill for this quarter was $550.00. Insane. My husband found the meter out on the street. Today's date is 8/27/16. The meter reads 703.9!!. The misread meter represents a huge mistake and overage charges that DO NOT APPLY.

It is Saturday so no one is available to help. This is not the first time we have had negative issues with Fairfax Water. We took a picture of the meter today. There is no way that we owe an over-use fee. We never use, nor have we EVER, used so much water. I am expecting that this company will try to base the charges on today and still charge an overage even though they did not read it correctly on 8/17/16, the actual read date.

NOT HAPPY.

Outrageously antiquated billing & payment system. Why does Fairfax County have a company from North Carolina managing our water system? It is a NO STAR system.

Helena (Helina, whatever), the customer service rep was very rude. It was a struggle to get information out of her because she cut you off every time you tried to speak, and did not want to help because as she said " We close in 5 mins". Please hire people better suited for customer service.

Terrible they sent a plumber at my steps to shut down water and they said that they sent emails

This company has outdated auto-pay processes in place. Instead of clicking a couple buttons on a website after setting up an online account like with Dominion Power, they require you to fill out a form with a voided check to start... and to fill out a form AGAIN when you want it to stop.

Also, they emailed and threatened to cancel a water bill that was 4 days late.... and didnt even send me a bill! Shame on me for not being proactive enough to pay a bill that I cant see online and didn't even receive a bill with the amount to pay!

These jokers are the reason we all dislike the monopolies that utility companies have - no motivation to improve customer service (you know, like just sending out a bill) when they can just throw a lien on your account.

Abysmal service! Decided to shut off our water for "non payment" on a bill which was neither overdue NOR without any prior notification whatsoever. This includes written or by phone (we're easily accessible by BOTH)....and the way we found out was the water itself was simply off upon returning from work. Apparently, their answer is that billing is handled by another entity....which gives them insulation for screw-ups like this. Lucky us, it's 5 minute after their 4:30pm closing time (you know, bankers hours), so there's no guarantee they can even get anyone out here to resolve this today. Thanks for nothing....my family and I are really looking forward to an evening without water through no fault of our own.

It is a twenty first century and it is the United States of America. Providing clean and drinkable water for the customers who pay their dues is not an achievement, it is a required service. I give this company ono star for its customer service that is stuck in a time capsule when pioneers had clean and drinkable water coming strait from unpoluted rivers. Shame on you Fairfax County Water.

Not that you have any choice of who provides your water service, but consumer beware. A word of warning to anyone signing up with Fairfax Water for the first time: they will tell you an amount of money you will owe on a certain date. They WILL NOT send you a paper bill or anything in any kind of writing. But don't you dare forget to pay it - they will shut your water off with no notice to you whatsoever.

With no written letter or email to the email address they have on file, no call to the phone number of the cell phone that is always on my person, I arrived home to find my water not working. I spent hours checking the pipes and searching for any technical reason they may not work - after all, there was no reason to believe it was anything other than a malfunction. I asked two neighbors if their water worked - it did. The second was kind enough to poke around my lawn, finding a scrap of paper in an obscure patch next to the sidewalk, which I hadn't noticed in the darkness of night. That scrap informed me that my water had been shut off due to nonpayment. "Nonpayment of what?" I wondered. "I just moved in; I haven't received any bills!"

As I got home at 10pm, I had to call the emergency line. A very friendly and helpful customer service representative did his best to help me with the issue, but a technician could not come out until 8 AM the next day. "Can you be home tomorrow for the technician?" Of course I couldn't skip work on zero notice, so I now am expected to just hope that the technician doesn't detect any unusual water pressure when he turns it back on, or else I'm out until Monday, when I once again will not be able to skip work on zero notice.

This whole debacle could have been prevented by any communication with the customer. Any communication whatsoever! I fail to understand what about that is difficult, and I'm left without water as a result. Is it my fault for forgetting the verbal communication about the first payment? It sure is. Is shutting the water off without any advance notice a reasonable next step to forgetting to pay a bill that was never submitted in any kind of writing? I don't see how it could be.

Can I please rate 0 stars? These people are unprofessional as they can be. $700 for a quarterly bill for a townhouse? Most of us are not at home most of the time. These peoe are thief's.

Worst service!! On hold FOREVER. Had to try them 3 days in a row each wait time over 20 mins! Customer Rep. was unprofessional and rushed me, she didnt want to answer any questions. I had to become rude, cut her off and let her know I have a question.

Very bad customer service. No response for phone calls.

The Russian mafia have better business ethics. Cant open an account on a lease, but will charge 200 desposit the lease holder , the owner has confirm the account to but will acknowledge you have created an account, say it takes 24 process and will still turn your water off.

I used the link in the email to get set up in the new website, entered by username, clicked, and asked for my password. I put in the password and got an error message. I tried to register as a new user and the system won't let me do that either, because the account already exists. New Website Launch --- FAIL

For the amount of taxes we pay and being one of the most expensive counties in the country we deserve much better service. They are filthy crooks. I paid $190 for a lein off-set fee before the due date and they never took money from my account. A month later I get a letter saying transaction was declined and charged $20 more dollars, and if it's not paid they will shut off the water. Let me tell you they are quick to shut off but not turn it on. I paid that same morning they shut it off. They still did not withdraw anything from my account and I've been waiting 15 hours without water. I followed up about 30 times and they keep saying a tech will come. They are DIRTY CROOKS WHO PLAY TOO MANY GAMES

worst company ever. this should be public service where they shouldn't lien house because tenant didn't pay their bill.

Unquestionably the most antiquated policies and customer service I have found in recent memory. Shut my water off without even so much as a phone call. If you want a model in what to not do and how to not act, study Fairfax Water. Management: If you would like to fix your customer image and modernize, i.e. go from 1950 to the 21st Century, I will be glad to assist.

Most terrible customer service I've ever encountered. I asked to explain how I am being billed for sewer usage because we don't get charged for water as we have a well, instead of explaining clearly the rep was very vague, then got rude when I asked for clarification then hung up on me! How can I give a zero star? So bad... it's hilarious!

Charged me 20 bucks extra to my bill apparently for accidentally attempting to pay them twice for the same bill. Who does that? I have to pay more because I gave you too much money?!?! When I contacted customer service they were rude and of zero help in any way. If I had the ability to get this service from another company I would do so immediately. Unbelievable.

To be frank, I typically do not take the time to write bad reviews and this is my first. This is by far the worst water service (out of four) I've dealt with. The first time I was supposed to get a bill, it never came in and I had to call them a month after it was due when I DID get a letter telling me it was past due. Secondly, it is not a user friendly service. It was bad before but it has gotten worse. Originally I was able to pay my bills over the phone. Without any type of notification, this option is no longer available.

So... I went to see about this new online option. Where as I can easily pay my gas and electric bills online (WITH NOT ADDITIONAL CHARGE) The City of Falls Church water service provider InvoiceCloud charges $0.95 (95 cents) for e-check payments and 2.95% of the amount paid for credit card payments with no option for a customer owned direct deposit. To make matters worse, the system does not currently support VISA. Who doesn't support VISA??!

There is a direct deposit option that involves the customer sending a written document to the city and involves more work to keep up with. To be frank, I'm constantly disapointed in this service and if I had the choice to switch to a better one I would.

HORRIBLE! I have all my utilities paid online automatically, but this company has an antiquated system where you can't enroll online for bill pay, rather you have to print out a form, attach a check, and send it by snail mail. I have been paying via my bank instead, but I forgot to do so this month. I did not get a notice, a phone call, NOTHING -- service was shut off on October 29 for a bill that was due October 20. I arrived home after a sweaty run to a home with no water for a bill that was nine days later. A call to customer service met me with a rude man who informed me there was no possible way to have my water turned back on until after speaking with customer service after 8am tomorrow morning (which is 15 minutes after I have to leave for work.) So.... thanks Fairfax Water! No shower, I stink, my children can't have a glass of water, or oatmeal tomorrow morning, because you couldn't be bothered sending me an email or automated phonecall, but instead SENT SOMEONE TO TURN OFF MY WATER for a bill that was less than ten days overdue, that I would have paid immediately had I known. I understand if it was six months late, but ten days?

I love fairfax water! Not only has my service been perfect, they give out free cups of ice water during the weekend of fairfax fair - when everyone's dying from the heat! I'm sorry you guys have such bad reviews, I've never had a problem.

You can't get your balance online. Anything else you need to know? If you're wondering how a company in this day and age could fail this badly, it actually makes a lot of sense once you work with them.

The worst customer service so many added fees .. their employees are extremely rude just so much attitude WTH you need a fortune to cover their fees and all the extra hidden charges they never discuss till you get your bill!!

Incredibly difficult process to set up a new water account!
I have had to call several times and I'm on the phone each time for 30 - 60 minutes.

Then I have to wait 24 hours for them to process, but they only give 48 hours to set up my account and then I have to pay $190 just to get the account set up. This is ridiculous!

You literally cannot hire customer service agents who are more rude and unprofessional. Train your customer service agents to be more professional or replace them.

Garbage Company payment systems seem like they are 20 years old.

Woke up to no water. Called the after hours number and within two hours a technician was out here and unfroze my water meter.