Miami-Dade County WASD Reviews

They charged me $800 on my last bill without any details, just added $800 !!!!
Looks like a scam !
Horrible administration

Right after Comcast this is probably to worst place to call... the worst place to get any issue resolved -thankfully with Comcast you can just cancel - but unfortunately MDWS is the only ticket in town - so if you need to call them, I suggest you call when you have at least 1-3 hours to waste (yes, pun intended) recharge your earbuds, order lunch, and resume activity.. until you are finally able to speak to someone --- then he/she will put you on hold at least another three times so add another hour at least... Good Luck!

Worst customer service I have ever dealt with from any public utility.

They recruit their customer service people from fast food restaurants. Agents have no customer service skills, I've even been hung up on before. They hire the bottom of the barrel.

They work for the county with probably a lot of benefits that the majority of the people don t have and the work hours are ridiculous, they don t care about the rest that have different shifts, they open and close like if they only work for retirees. Horrible customer service and is impossible to speak with an agent. Miami is spending a lot of money in a company that doesn t function properly.

The amount of chlorine sent through the system is sudding on floor and tiles and according to them it has no toxic effect. Amazing killing us slowly. Look at the pictures I have posted. Need to take things in own hands now.

Aug 17, 2020
I always dread calling government agencies, but Shakia was great! I did have to wait awhile for someone to take my call, but I just put it on speaker and went about my business. She was worth the wait though!

She explained everything patiently, gave full information, thus making sure that I wouldn't have to call again with follow up questions.

To Shakia's supervisor: She like Starbucks and deserves it for sure!

Thanks Shakia!

MDWS transferred balance due from tenant that was living in my property when she did not pay. THAT SHOULD NOT BE MY RESPONSIBILITY. (They state because I did not remove my homestead exemption) POOR CUSTOMER SERVICE!!

Excellent service and nice attention, they solved all our doubts and explained each one in detail!

They manage lose my mailed payment every other time. It gets posted a month or so later after making a double payment to avoid disconnection. Useless to request a refund since they take so long to that that the next bill would be issued by the time I receive it. Total incompetence. What else can I expect from a government monopoly who gives hiring preference to socially economic racial minorities.

I have tried for four days to reach a live person at WASA Customer Service- The "Automated Customer Service" phone system has repeatedly left me with nobody to answer and I've been asked to leave a message and my call will be returned- In four days, not one return call! I finally actually got somebody that answered the "New Business" line and when I told him I wanted to set up a new account for a construction project, he said, hold on I'll transfer you to a supervisor and hung up! After at least 15 calls and multiple messages, I have had no response. To say that WASA's Customer Service is poor, is to elevate it- This is the most frustrating, inefficient, obtuse operation I've ever had the displeasure to almost talk to! I'm still waiting for a return call! I was given the number of the New Business Supervisor, and have called and left messages every day for four days, with no response- If anybody in the public sector ran a business like this, they'd be out of business!

Is anybody looking at these reviews and the overall rating for Customer Service of 1.4 stars for all that have responded- That's just a smidge above "Hated It" and speaks volumes about our government's efficiency and the management of these vital services!

My overall rating: PATHETIC! Somebody up the food chain needs to sharpen the ax and cut some of the fat and dysfunction or possibly it is those up the food chain that need to be cut!?

The service cannot be any worse! i believe the customer service was trained in hell
the people are rude and they can't care less about anything, i guess just like any other public service in Miami Actually very expensive for a public service! TRASH is the best classification for MDWSD.

First customer service rep last week - a charmer. The person I spoke with today "Pedro" one of the rudest customer service reps I have ever spoken to anywhere. Water bill this quarter both for myself and our neighbour - almost double with no changes in consumption, but according to the MDWSD, the reading correct and meter functioning. I don't think so!!!! But how do you fight "City Hall!" It's ridiculous and the same apparently not just in Dade County. The meters in Brevard giving no end of trouble. Neptune 10. They need to investigate this further and not just brush it off because they know we will have to pay no matter what they say! Consumer bullying for sure.

So many stories of folks being caught off guard by an astronomical water bill in the thousands due to a water leak that's only determined quarterly when they read the meter. Instead of informing the residents much earlier on they'll rather let it get in the thousands, forward the bill and sneakily turn off water while they're at work due to non payment. So frustrated by their tactics.

Terrible customer service with extremely rude staff.

Shady business practices. Meters are read incorrectly regularly and if you leave a review about this, this department will remove it.

Daily was very nice and polite. Provided all the information I needed and scheduled the water to be turned on the same day. Great customer service.

I called for a simple question, If we have hard or soft water in South Florida, as it was needed to determine a dishwashing issue...very disappointed, Miami Made Water and Sewer Dept could not even answer this question of their own product....Makes me wonder what kind of water do we have in our homes and city???

Terrible customer service, tried to get a problem resolved and I was treated like the problem. And it took almost 30 minutes to get someone on the phone. Wish there was an alternative.

IF i could add a negative score i would, never seen such rude staff. They're always going to have a negative attitude towards you

I called today 5 25 2016 and received the best service that I have ever received on phone calls to city Miami water department. Thank God some departments know how to work correctly in the city of Miami and Dade County.
Victor Farvet

Customer Service barely wanted to help me on my randomly high bill and couldn't assist me or even give me any advice on the subject, just a pat on the back and an oh well.

Excellent service. I am a Realtor and have services in different properties, always a friendly agent to help me out.

Terrible customer service. I would have given them a -1 Star if there was an option.

EXCELLENT TELEPHONE CUSTOMER SERVICE REPRESENTATIVES! I had help when I moved to the Grove and needed to get new services - it was a breeze with the reps I spoke to. Unfortunately, I need alot of help keeping my account payments up-to-date to avoid problems. I'm a senior and have forgotten information and had to call, sometimes more than 1 time for the same information - the reps have never made me feel less than appreciated. Honestly,I know I can be frustrating because I ask a lot of questions and will write down the answers. THANK YOU for being kind, patient, knowledgeable and totally professional when I call. I appreciate your help - 5 STARS -- 10 if I could have given them to you all.

been on hold for more than two hours...First time held for one hour then someone picked up and said hold please then got disconnected 20 minutes later...now on hold for 90 minutes..no one picks up...horrible

The customer service just bounces you around left and right and their drivers are horrible and they drive around without license plates... That is the worst representation of equality in driving. Retract your drivers proper road etiquette and road rules don't block exit or lanes

They charge $50 every time the pop in unannounced to read meter and can't because no one is home.

Definitely needs an overhaul, as far a customer service is concerned. Kept me on hold for 40+ minutes. These are the guys who give government or public service a bad rap. Either the head needs to be fired, or major structural changes are needed.

YOU GUYS SEND ME A BILL OF A PERSON THAT DOESN'T LIVE IN MY ADDRESS 1535 33167

Horrible service, hours and hours on the phone and nothing !!!!

This office is highly corrupted. My parents bill was $100 more than usual. When my mom called customer service, she was lectured about possible undetected leaks. Right. I have read that this how Miami-Dade Water and Sewer covers up for their meter readers. They ALWAYS make sure to convince their concerned customers that they have increased their water consumption, or maybe they had a running toilet, or some other mysterious plumbing issue that once their meter is read again just magically disappears. Amazing. I hope one day this county office is finally held responsible.

All of these positive reviews and 5 star ratings must come from the employees and their friends and family members honestly.

The WORST customer service, I can t understand how you can work for the county and could be so rude and carry this i don t care attitude and get away with it. They could careless how long you waited on the phone, what the issue is if they don t feel like helping you then don t even bother. I waited 40 minutes just to get through someone so they could tell me they can t help me out and to go in person. Smh don t have a job in customer service if you are not a people person.

What a disaster. No customer service at all. Transferred from one representative to another and no one seems what to do. I spent the whole day trying to do a simple thing. It is unbelievable. Nobody cares!!!!

Customer service both on the phone and in person when the rep came in to check my water pressure was fantastic.

Completely ineffective organization. I believe the leadership needs an overhaul.

Great Customer Service, Tap water is Great! Thanks For Your Service!

Filled out the application online to start service for a rental property, here is a month after and i just found out no water has been turned on in that property because I had someone going to pressure clean the house. You would think there's a number you can call during weekend days to at least get water turned on, but no. Pointless to get someone to work on a house during a weekend and had miami dade not do their job. they suck! i Just filled out another application on saturday to see if they turn it on on monday plus i will try to call them on monday and fight with them on why a month later my water hasn't been turned on.

I could describe my experience if someone would pick up the phone.

Moved, scheduled a transfer and it was not done instead my account was closed and was forced to open a brand new account where I need to give another deposit and they charge me for connection fee. was told someone would come by midnight to turn it back on and it didn't happen at 5 am I called and they said that my appointment will now be sent to the next person which will be after the 8 am shift they told me they will come to my house when they get to it. horrible service. yes we need water but they also need us in order to have a job!

They act as if they're doing you a favor.
Horrific.

Details are not even worth it - just avoid them like the plague.

good costumer service, from deysi, today June 26, 2017

I have been trying to contact someone to explain why my bill for a two (2) home is consistently high. Cannot get in contact with a representative by phone, email or letter.

I think meter readers have a tough job. But I've been very happy with the service I have received in this area. If they come and I'm not home, they leave a message on my gate. They do this 2 times before a charge is added to my bill. They go out of their way for me (I live in Shorecrest) and the staff is very polite, respectful, and fast at their work. I very much appreciate this service and also customer service, when I call, is extremely helpful and very polite. Thanks for this opportunity to say so!

Zoila from customer service was outstanding in giving details on account and explanation on how to obtain water meter for pool water.
She is excellent; you need more employees like her! Grace Lopez

The workers are terribly inefficient. That's the only way to describe them.

Happy Thanksgiving to the water and sewer department I would like to thank all of you from management to staff because we have healthy water in our house all year long and that takes a lot of hard work thank you and God bless you always!

Worst service alright! Calls are not recorded so they do what they want. A guy Enrique hanged up on me and i had to go through all the process again. Very upset i called again and a guy name Pedro Rodriguez supposedly treated me very sarcastically. It is a shame that is a service that you need and you have to put up with this kind of treatment. What a shame. Incredible service! Who can i complain with about it!

Excellent service for the operators. Customer service

Poor customer service! Contacted via telephone 9 am today and later in day via email regarding yellow water coming out of faucets. I was informed by telephone customer service representative, "we don't come out to check this type of problem, it will eventually clear out but don't drink it". Now, six hours later water is still not clear and have attempted to call the water emergency line several times and have not been able to speak with a represented!

Horrible customer service. The people who i spoke with was very unhelpfull (they need mor training on their services ) i called at 7 pm for an emergency, they told me that soneone will be at the property the latest 12 pm anf noone showed up. I called again and they told me they canceled the ordet, for no reason and that i have to call next day.

The worst company I ever had to deal with! I wish there was another water company to provide to residents of Miami dade county, so they could put this company to dirt! ughhh, Broward would never!

Horrible service!

After a 30 minute wait to get one person to answer the phone I was not able to be helped. The representatives treat you as if you are bothering them. They seem not to like their job and even though they "try" help they do it with a bad attitude. Their tone is aggressive and unfriendly. When asking a question they keep saying "I don't know, you have to check the website but I don't know where in the website. My supervisor told me that everything is on the website but they don't know where in the website."

The representatives need to be better train to assist customers.

April 2020. The Miami-Dade water and sewer electronic billing system is a disaster. i have been doing payments on line more than 13 years . i have been paying the water on time if any one runs to financial problem in your life time, if any one miss two payment in your life time they will close your electronic payment on line they will put your account CASH ONLY they make you pay cash only for one year . Now i have to go to there office for one year to pay the water bill. I call there office i told my problem they told me there is nothing they can do to reinstate the electronic payment on line that`s the way the system was done and there is noting they can do to fix this problem. They don`t try to help you correct this problem in there system.

I will give Miami Dade water 0 start but I can t. Today I spoke to the rudest person I have ever spoken to. I ask to speak to a supervisor she went ahead and hanged up on me. I lost my job due to Covid and I am going through harsh times so I wanted to do a payment plan and she told me that she will suspend the services and nor she even care about my problem, I then asked to speak to a supervisor and that s when she hanged up on me.

Great Experience!!! the lady that assisted me was very helpful. the answered the phone right away

they were cleaning out the sewer in the back..well they were all finished ,,covered the sewer......put all their tools away ,,,then got into their ac truck and went to sleep....... they stayed in front of my house for over 5 hours and slept.....but whe n 3;30 came they were alive and well and ready to go .....now.... here they are in front of my house at 7;30 readt to sleep in front of my house all day... i went out and asked them if they were going to sleeping in front of my house all day today??????The rude man told me they this was county property,,,yes ...but its in front of my house......Don't get me wrong ,,,,i want the work done,,,,,but when they are finished they should move on to the next job......not turn the ac on high and then sleep in front of my house for the next 5 hours.....my tax dollars pay them,,,,,,,,

After a $2000 water bill due to an underground water leak, and months of remediation and other issues, I have to say the staff at WASD has been amazing. Polite, patient, thorough. They made this situation less of a nightmare than it could have been.

I had to post something positive because I am still amazed a government entity is this customer service-focused.

Well done Lester Sola and team!

The worst customer service. Staff is not trained professionally. 8 out of the 10 times I called I was treated with attitude as if they were doing me a favor. Water meter installers were the rudest and clearly can't explain how process work for residents. As a test I left 10 voicemails at different departments over 3 days to see if anyone would call back and no one returned a phone call. Unfortunately, we have to continue to deal with this type of treatment but I wanted to make sure to write a review so that we can continue to highlight this issue.

A totally frustrating situation trying to reach anyone over the phone, even if you go to the emergency line. For residential it prompts you to hit 1, and then either a person or the system drops your call. Anyone know who you can complain to at the State Level? Locally it seems they could not care less. I rated it One Star because the Publish prompt at the bottom of the page does not allow you to leave it blank. They didn't deserve the one star.

...Just legit BAD. We had to wait like 20 minutes or even More for a answer and they don't even care... Just horrible.. ugh

Sent a written request, and electronic application to avoid having the water shut off 5 business days ago.
Some how this did not get processed and the water was shut off.
910 water shut off -915 called and made sure everything was taken care of over the phone (if I am not wrong a little more expensive...)
W\E at this point it s an emergency...

They said some one will
Be here between 930 and 1230

No one came... I called and let them know - and they said that some one did came - (they did not) we still had no water...

And they said that it s going to be an extra charge to send some one back for an activation...

I did all the steps possible to prevent this issue - the plumber had to leave ( and I had to pay him just to stop by) and the workers were all complaining about this issue...

We were unable to use toilets and sink to wash off...

This is unacceptable- specially that I submitted my application as indicated online and with ample time...

And I have called about 6 times in one day... yet this did not get done and the company now said they did...

How I m I supposed to feel good about the service we all need if the initial experience (the one that is most important has been so time consuming and costly)

Definitely wish the managers from who ever handlers this request reads about it and or his boss to see what s the disconnect - hope this is not the norm and that it s an isolated incident...

very bad! God help us! i have been waiting for 2 weeks for them to fix my water problem.

Very poor service. They had me on hold for almost 3 hours. Hope they put more effort !

Horrible customer service! Had a fraudulent experience. Completely incompetent. Now I am owed money for double payments. I m sure I won t see that money returned.

Bill Came out 9 X more than usual, Customer service only answer is figure it out!!! Thanks for nothing and for putting us in a monopoly!!

Had to call in to restart my water service. Got excellent help from Rochelle. She was very courteous and efficient. Very good experience.

worst service, the people that come to your house should be taught some manners.

Starting with Rhonda, the Manager, they have terrible customer service. I am EXTREMELY dissapointed by the way these individuals treat other people. What a shame

They are quick and efficient and actually let you know that they are their to help

Lost water yesterday, called hotline, greeted with professional & courteous rep. Problem resolved timely. Thank you!

Horrible customer service. Refused to give a pool credit after I repaired pool leak that had been costing me several hundred dollars each quarter. I refilled my 15 X 30 Foot pool after I fixed the leak and they said I didn't use enough money for a credit because it was based on past consumption. If they went back far enough before the leak they would see my normal consumption was under $100 each quarter. No way to appeal the decision.

Don't waste your time calling! After 26 minutes on hold (thank god for speaker phone) they hung up on me! tried calling back and still on hold! Too bad we don't have options!

Been paying them for over 5 yrs and they won't change the account name from my ex to mine unless i pay them $100. Ridiculous. They're only in for money, money, money.

I want to write this review about a young lady who works in the lobby her name is Stephany but unfortunately I didn't catch her last name. I was pointed to her when I requested a supervisor and when I showed up to her desk she treat me with a smile and offer of help. At no point did I tell her I asked for a supervisor and neither did the person who pointed her out to me. I had an ugl that in my opinion I did not receive an adequate adjustment for. She very professionally explained it better than anyone whoever did before her. She at the end denied me additional credit but happily offered a payment plan for me. THAT'S HOW AMAZING SHE WAS! I GOT A NO AND WAS STILL PLEASED WITH THE SERVICE!!! When i was leaving I told the front counter girl I wanted to leave compliment and she told me they didn't have anything for compliments and that "reps" downstairs dont have direct sups... Come to find out she WASN'T A SUPERVISOR! She didn't in anyway lie or say she was but I just simply didn't ask her or mention it and assumed because I was pointed. She took amazing care of me and I'm not even mad she wasn't a supervisor but if any management even reads these. PLEASE MAKE HER ONE!!! SHE'S PHENOMENAL!!!

this is one of those departments that should be replaced, horrible customer service, and they are not accountable to anyone. complaining to the supervisor is useless because they are only there to provide rude service and collect a paycheck

The Junior commercial attended us with excellent professionalism and kindness. Jose FArrat

I waited FOUR HOURS for a field rep to show up and nothing. If you can't make a four hour window then you should not be working for any company. Then they charge me $45 for the hook up fee. Trying to fight it but what can you do with a company where no body gives a @#$.

Im a licence Community Association Manager and had to deal with this department quite a lot for different issues evolving communities, and I have to say they always respond in a timely manner withing reasonable time. Definitely NOT the worst public service in Dade county. In my opinion and base on my experience this department does a great job for the community.

It is 13:12 now. I have been trying to reach ANYONE at the water department since 11:44 in four different calls (placed on hold until I had to go about life). Meanwhile I have no water service and don't know the reason why...no, it it not a payment issue. They need to change their name to Miami Dade Diservice Department.

ZERO STAR WILL GIVE THEM IF IT EXISTS pq customer service by phone is the worst thing that can exist, after 15 minutes waiting for you to be served they do not know how to give you an answer that is worth it and when one claims you they hang the phone blatantly, one call again and they hang it up again, there was a lady the first time you saw that she seemed to be asleep, twice she left me waiting for me at the end after she neither spoke nor answered my questions, I ended up being tremendous, it hurts not to remember her name to put it here with all the letters, the 2nd time I call I was attended by a gentleman named LUIS, he did not want to help me, but rather they all agreed not to give me the service. What they deserve is that they sanction them all x lack of respect, managers exorto aq better choose their staff and evaluate the attention they have with customers q pq pity this institution is the county and are given these situations. Sincerely: A very annoying customer. What a pity

If there was no star, I would give it to you. Customer service by telephone is the worst thing that can exist, after 15 minutes waiting for you to be served, they do not know how to give you an answer that is worth it and when you complain they give you the phone blatantly, one calls again and they hang you again, my time is gold and I do not have all day to be calling, it hurts that I did not ask the name to that lady the first time you call it what you deserve is q sanction it x despota and disrespect, the managers exorto aq better choose their staff and evaluate the attention they have with customers q pq pity this institution is the county and give this type of situations. Sincerely: A pretty well-adjusted customer

I had an issue with sewer back up at my home and I was not sure if I was going to be responsible to replace it or not. Luckily, the County stepped up for me and sent the whole team out one Sunday morning to replace the broken pipe. Everyone was very polite and courteous and I am appreciative to them for fixing my sewer issue. Thanks!

The WORST utility ever devised. They simply cannot figure out how to open an account so I can bathe my child. They have zero regard for the public heath of the community and could care less about the sanitary needs of children. It is deplorable. If I realistically truck water in from any other municipality at triple the price I would at this point. I may have to as they are completely incapable of setting up an account. Who ever hear of a company that put up such a fight to COLLECT money being offered them. Now THAT is incompetent!

If there was any way of giving them a negative star rating I would. Their customer service is worse than horrible. I have worked customer service including call centers and the main goal is to resolve issues first and foremost and secondly in a timely manner. I have 7 accounts!!!!! they want to give me the same time frame as a residential customer. I pay over $15K a month and cant talk to me over 5 minutes on the phone. ARE YOU SERIOUS!!!! I never call but when I need their assistance they wont give it. The cust svc. rep actually started giving me attitude because I wouldnt let him hang up. I only wish there was any other option other than Miami Dade Water and Sewer. I would even pay more just to be given the chance to leave.

REF 56253421XX Miami Dade Water n
Sewer Customer Service Agent Paul. Brisky, Abrubt, Snappy, totally sounds like he hates his job. Paul will most likely do better in a position where he does not have to work with the public. Our tax dollars and water bills should be put to good use. I spoke to a Customer Service Supervisor Ms Johnson.