EPCOR Water

The worst company service in the history of business.

Had a payment scheduled. Called customer service one week prior to disconnection notice to give them confirmation number. One week later disconnected. One day prior to the agreement and then getting their money.
Told them what I was told “ I will not be disconnected”. After calling with confirmation number!
Was on the phone with Epcor for one and a half hours trying to get this resolved!
Promised call back that I never received!
Ridiculous! Horrible, horrible customer service.

This company is overbilling anyone who uses them. They billed me for water at the same time my real provider did. You do not service my home. Plus you charge too much to your customers. Time to look into this for everyone!

I woke up this morning to service disconnected due to unpaid sewer bill!. Sewer bill is handled through city of surprise. Mind you my bill was paid April 3 water bill 84 due in may neither office can tell me why my water is cut off and I have to wait three hours or more for someone else at the local office to research and call me back! This is unacceptable!

I live in AZ and we have EPCOR as our water provider am not happy with this shady company. It seems that no matter how much I try to keep my bill down each month it has never changed no matter the usage and the bill is always the same. Something is not right and they should be investigated for price gouging and tampering of the bills we receive from them. I also found out that the main company is not even American so the water is imported therefore they can jack up your bill for using this utility company. I lived in Northern AZ before and the bill is easily 50% lower at any time! We need water within this state to keep costs down and not imported from Canada, there has to be a better option than these crooks, Rick

They are over charging me plz wait yr call is important I’m still waiting 41 mins and counting,
Just as bad as old JU
do they have 1 person answering phone calls

If I could give this company a negative rating I would! I called today to re-establish service on a rental property I own in Anthem at Merrill Ranch in Florence; I tried to do this online myself, but their site was not working. So, after being on hold for almost 30 minutes, I finally got to speak to "Laura," who, after insisting I could do this online myself, she immediately began belittling me when I explained to her that their site was not working. She actually said, "Now don't get huffy, sir." Then she proceeded to laugh at me when I said it was she who was getting huffy. When I asked to speak to her supervisor, she told me she WAS the supervisor. I then demanded to speak to her boss, whom she said was named "Stephanie." She said she would transfer me to Stephanie's voicemail, even though I distinctly heard her say: "He's going to call you;" so obviously Stephanie was sitting right there! I could not believe the insulting level of disregard for their customers. That is until I went online and saw how abysmal their overall service rating was. No wonder! Epcor/Johnson Utilities is clearly still the same dismissive company they've always been. When I first bought property in Florence, I used to think this company's customer service couldn't get any worse, because they were always rude, but after what I experienced today, I have to say they've definitely upped their negativity game. I really wish one of the Metro Phoenix TV stations would look into them and do some sort of expose on their highly inappropriate business practices. Why the state of AZ continues to allow this deplorable behavior from a public service company is beyond me. It's absolutely shameful!

EPCOR is the biggest criminals out there. Stop letting them bully the citizens. I will be suing them and anyone who is interested in starting a class action suit please comment where I can contact you. They are ruining people's credit based on LIES. They will just make you responsible for other people's bills even after they have written it off... which is ILLEGAL. Time to wake up!

I just purchased a home in Litchfield Park AZ. I never thought to check on any utility company reviews before making my purchase. The reviews for Epcor are 100% negative; and share the same complaints - extremely poor customer service and relations, very poor or even corrupt maintenance service, shady billing practices, and water costs that are outrageous. I truly would not have bought a house in any area served by this company. Now I’m stuck!

This company will rob you blind.. They have increased the cost of water 100% each of the last 3 years. I live in a home with no sprinkler system, only drip lines for desert landscaping. It is only my wife and I and my water bill is consistently over $200 dollars a month. Will someone or some government agency PLEASE put a stop to the usury this company thinks they are allowed to push on their customers, because their customers have no other option. It is so serious that we may need to sell our home, and I promise we will never move again where Epcor is involved. Please, Please, Please, Arizona Corporate Commission, put a stop to this crime!!

Epcor is HORRIBLE! The customer service is beyond disgusting. They are rude, nasty, mean and refuse to work with you. I have NEVER had such treatment from a utility company. If you are tasked with house hunting and come across one in this district.... RUN!

It would appear that Epcor Water does not care about their customers problems. A few months ago I contacted them to report a sewer roach problem in my area (I actually saw one crawl out of my drain in the bathroom). When there was a problem in the past, when it was owned by American Water, they responded within a couple of weeks and dusted the sewers in my area and left a note on my door to attest to that. I received a call back a couple weeks later from an Epcor employee informing me that they only dust the sewers every 3 years and my area would not be due for 1-2 years (I don't recall exactly when she said as I was in shock due to the total disregard of their customers concern). That is totally unacceptable to me, however if I choose to live here there is nothing I can do about it other than respond here and perhaps contact the TV media to express my contempt.

Review: EPCOR, a company that took over operations of [redacted], in Fountain Hills in June 2015, has sent my name into a collection company for $29 that they claim I owe to EPCOR from a bill for services in October 2014. I believe this is fraudulent, for them to report me to a credit agency, without having contacted me by mail or by phone, nor has [redacted] Co before them ever sent a bill for that amount. I did have an account with [redacted] on a house that I sold as of 10/31/14, and paid a final bill to [redacted] in 11/2014. Since that time I have not received any billing notice or phone call regarding a past due balance. I believe this to be FRAUD on the part of EPCOR, in an attempt to get old customers to pay a nominal amount without any proof of billing. I wonder how many others have just paid the bill.

I called EPCOR and was told that the issue was not theirs that I had to square it with either [redacted] or the credit agency that they turned my information over to. They claim that they attempted to call me by an automated message machine, and I did not receive any such call. EPCOR has no information as to what the charge is for - and they want me to spend my valuable time figuring out why they turned me over to collections. THIS IS BULLYING at its worst. I am requesting that this be resolved and my EXCELLENT CREDIT restored as companies have no right reporting a consumer to collections without billing them and attempting to contact them.Desired Settlement: EPCOR contacts the debt collector where they reported me, and retract the claim. They should confirm with the debt collector that no negative information will ever be reported to any credit agency. They should make sure that no other customers have been fraudulently reported to the debt collector. EPCOR should issue an apology to me for the HUGE inconvenience that this has been.

Business

Response:

Ms. [redacted] did not pay her final bill of $29.92 which was due on Nov. 24th and was from Oct. 24th-Oct 31st for 8 days of service. We have not had any return mail to indicate that she did not receive the bill, so she may need to check with the post office to make sure nothing was held at the post office. She had no problems receiving her bills prior to this last one, so we were not aware she did not receive it, and the days of service are included on her billing statement. If the bill is not paid within a reasonable amount of time, our collections team takes it over from there, and that is our process. There was no calls received from her to question the amount of the last bill so she does owe for that time frame. We recently communicated via e-mail and did not get a response back, and explained that this was her final bill and the bill was correct as rendered, we even included the dates the billing period was for. We have reviewed the charges and thay are correct as rendered. Please let us know if you have any fiurther questions. Thank you,EPCOR Water

Been with this company on auto-pay for 9 years at the same location. We always had an average bill of $40-50. We moved out in July but still maintain water service there until it is sold. we recieved the normal rate bill in August of $41.89 Then the September bill came for 44,000 gallon water usage for a bill of 231.95! Nobody lives there! There is no pool, irrigation.watersoftner, nothing there but sinks and toilets. I submitted a formal request in writing for an adjustment request and they offered a 17.00 credit and no other resolution! How much more obvious can it get that their meter made an error! The October bill just came it it is $37.91. We haven't done anything different to that location. I have also contacted the Arizona department of weights and measures for help.

Be careful about using their website to start service. I purchased an investment property and wanted to start service, only never to hear from this until they called looking for payment. Never sent a bill, never told me the turn on date etc... I sold the property before even noticing I hadn't received a bill. Website and customer service is unreliable at best.

Review: My water bill has remained the same for over 5 months - even when we lowered our usage. In the past 2 months it has risen by over $30.00. Last month, the company came out and inspected our meter. They reported we did NOT have a water leak. They insisted that someone comes and does an actual water reading each month. I asked what day the technician would come for August and requested that they come to the door and show us the actual meter reading. My husband took the day off work and also put a note on the meter to please come to the door. No one ever showed. Since our bill has risen again, I called the company tonight. They are still insisting that someone comes and reads the meter. They also said we could see the numbers ourselves. When I look at the meter, no numbers are posted anywhere so there is no way to tell what they are reading. They are telling me that the only option is for me or my husband to take another day off work since they cannot guarantee a time they will be here. This practice is dishonest and I have no choice but to pay whatever they say.Desired Settlement: I want someone to come to my house and show me what the actual meter reading is.

Business

Response:

I left a voice mail message with my direct phone number for the [redacted]'s to contact me. The usage has been the same some months as we bill per thousand gallons of water used, so the billing statement would be the same. We have reread the meter on 7/12/13 and we left a notice of the read of 525, and the read is a digital read so a flashlight would need to be used in order for the customer to view the meter reading themselves. The usage has gone up for the Aug. read so there may be a problem at the property that they are not aware of. I do not see where we were asked to make contact on the reread visit, however we did leave a notice of the reading that we got to inform the customer of our findings. We will recommend once we hear back for the customer that they take a daily reading of the meter to try and help them detemine if they have a leak and guide them through the process of reading the meter daily to determine their daily usage. Their usage is higher then what they normally use so we would ask that they check out their irrigation system and timer, to see if that might be the cause of the increase in usage. They normally use around 24 TG and the usage went up to 32 TG for the Aug. read. With them tracking their daily reads and determining when they water, we will assist them in trying to determine what the problem might be. Please let me know if you have any further questions, and we will wait to hear from them, but they do not have to take of work for the reading to be obtained, and they can read the meter themselves to help resolve the usage issues they are questioning.

Epcor Water took over ownership of our water rights after [redacted] defaulted several years back. Immediately after the takeover, our water prices nearly quadrupled, which was just the tip of the iceberg.
Recently, I had an irrigation valve go bad for our drip irrigation system, which according to Epcor, resulted in $1,400 worth of water usage in one month. That's correct, $1,400! Are you kidding me? I don't even have grass! You could literally leave your shower running for days on end and not use $1,400 worth of water. After about 10 calls to customer service (literally just trying to get through), I finally spoke to someone who said there was nothing they could do. Really?!? I've not missed a single payment to your company, but yet there's absolutely nothing you can do? Give me a break!
Unfortunately, this is the kind of unscrupulous business that Epcor practices simply because they have an undeserved monopoly. We do not have any other options for water service, and Epcor knows that. They take each and every opportunity to stick it to their customers. What a disappointment.

My water bill came so high and I don't have any grass only a couple of small flowers. My bill total was $165. I called EPCOR and they were disrespectful, they said if we don't pay this bill they will come and shut down my water system. I don't think this is right, four people living in a home. I used to lived in Peoria and other cities and the water bill wasn't this high.

I called today to request an explanation as to why my bill increased $17.00 while the usage remained the same. Three attempts with the automated attendant forwarding my call and being disconnected. I called the Canadian home office and no one answered the call. Water is a necessity and these people realize they have you in the palm of their hand and act accordingly. Complacent and not interested in anything but you paying the bill which has tons of extra charges.

Not one I would recommend using but guess what I have no choice.

Review: Last month I paid my bill online the night before the payment was due and was given a confirmation number using epcors website. The next day my water was shut off for non-payment. I called epcor and filled a complaint with them asked them to have a supervisor give me a return call back. The return call never hapened. I was forced to have to pay a reconnection fee despite there error in the online system not recording my payment. Now I recieve my new bill and they are double dipping me for a reconnection fee that I ALREADY paid asking for me to pay it again. This is wrong and is double dipping us as consumers. You call epcor and get no where. No help, no professionalism and no compassion. There outrageous water prices are taking food out of my childrens mouths. It is hard enough to afford 150-200 dollar a month water bills but charging me an additional fee for something I already paid is absurb.

I want to be refunded for this immediately!Desired Settlement: I want to be credited the reconnection fee that was charged to my account [redacted] for my july statement

Business

Response:

When a payment is made on-line it can take several days for the payment to reach us, and the customer is instructed to contact us with a confirmation number to avoid termination of service. We were not supplied a confirmation number to verify the payment had been made to stop the service from being disconnected. The customer is sent a termination notice, and still has time to make a payment before any action will be taken, and in additonal a phone call is made to try and avoid this action being taken. We are not required to make the phone call but feel it is good customer service to try and personally reach out to the customer to try and avoid shutting their service off if at all possible. The reconnection fee was paid and applied to their current balance as the reconnection fee had not yet been billed, however the monies were applied to the account, so she was not double billed as her current charges had already been billed as well. Had she made contact with us and provided the confirmation number, the disconnection could have been stopped. The shut off ocurred on 7/18 and the payment was not received until the following day on 7/19 which could have all been avoided had she contacted us with a confirmation number when the payment was made, but unfortunately that was not done as instructed on the website. Please let us know if you have any further questions.