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Global Water Resources, Inc.

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Global Water Resources, Inc. Reviews (32)

A supervisor contacted Ms*** on September 4, Ms*** account was reviewed and it was confirmed that a disconnect notice was sent out on July 25, with a disconnect date of August 4, Per the *** *** *** *** written notice must be given days in
advance of the disconnectionThe disconnection was in compliance of this regulationA copy of the notice has been attached with this response
Global Water’s rates and tariffs, which are approved by the *** *** ***, allow for a reconnection fee of $for water and $for sewerAdditionally, if the service is restored after hours, an additional fee of $appliesMs*** was only charged $for the reconnect, which includes $for water and $for sewerSince the service was restored during regular business hours, the $afterhours fee did not apply
We remain available for any further questions by Ms*** or Revdex.com staff
Sincerely,
Global Water - Santa Cruz Water Company*** *** General Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Attempted to return a call to *** on 9/or I stated times that I would be free to speak about this matterI ‘am not interested in approved fees by Arizona Corporation Commission as I don’t careThese fees are outrageous and as a customer of over years with never having any kind of outstanding balances or carryovers to the next bill or any problems at all and having been a good customer should be able to get some kind of break here when someone plain forgets to send the money in for his bill But no, no customer assistance from Global Water No return call from *** during the times left on her VoicemailThe complaint Stands.Regards,*** ***

Re: Revdex.com Complaint Id#: ***The following responds to the above-referenced complaint filed by Mr*** received on April 30, 2015:A supervisor called and spoke to Mr*** on April 30, The supervisor sincerely apologized to Mr*** as she realized in reviewing his
account that he has been given misinformationThe supervisor explained that he was correct about his crAn inexperienced customer service representative had transfered his cr to his former spouseThe customer service representative has received counseling and additional training due to the errorThe supervisor also explained that the billing issues that he has been experiencing were due to the error with the customer service representative. Mr*** advised that he was not certain that Global has been billing him for the correct meter due to the errorThe supervisor met with Mr*** at his meter on Friday, May 1, to verify that the meter in his meter box is the meter that he is currently being billed forThe supervisor and Mr*** verify that the he is being billed for the correct meter and consuption. Due to all of the confusion and error on the part of the customer service representative, GlobalWater did place a credit on Mr***’ account. We remain available for any further questions by Mr*** or Revdex.com staff.Sincerely,

The attached letter of apology was sent to Mr***

I spoke with an individual who responded in reference to this complaintThe same information was provided via phone to me a few hours agoThe company is unwilling to budge in any assistance of these feesThey are unwilling to bill in installments as I was told they wouldI was also not told the disconnection notice was mailed the 7thThe first phone representative on April 20th I spoke with stated it was mailed on the 17thI never received this so call mailed disconnection noticeI also never was officially billed for the $in reconnection feesIt does not show on any utility statementAnd am being told it's due May 6th (now past due)

Global Water in Maricopa, AZ
My house is vacant and the last two months my bill is almost $each month The customer service is using the same excuse they use with everyone You have a leak or someone else is using your water
I was at the house the days they are saying there was high usage How can that be I was there only for the weekend to check the house due to the first large water bill The house was fine I let the customer service know I only took showers and I used over gallons of water???

A supervisor contacted Mr*** on September 5, and left a voice mailTo date, Mr. *** has not called back
After review of the complaint and Mr*** account, it was noted that his service was disconnected on May 28, at 12:PMMr*** called in on May 28,
at 12:PM, which was after his property was disconnected, to make the payment The reconnect fee of $was assessed to his account for the reconnection, which includes $for water and $for sewer These fees are the fees approved by the Arizona Corporation CommissionMr*** was reconnected on May 28, at 4:PM
Mr*** refers to a fee in his complaint that is applied if service is restored after working hoursArizona Administrative Code R14-2-403(D)(2) does allow an after-hours charge if a service is reconnected after working hoursIn this instance, workflow allowed the service to be restored on the same day during regular working hours; and therefore, the after- hours fee was not applied
We remain available for any further questions by Mr*** or Revdex.com staff
Sincerely,
Global Water - Santa Cruz Water Company

May 25, 2017Conciliation & Engagement SpecialistRevdex.com1010 E. Missouri AvenuePhoenix, AZ 85027Re: Revdex.com Complaint ID#[redacted] – [redacted]Dear Sir or Madam:Global Water received a follow-up response from the Revdex.com on May 11, 2017 regarding Revdex.com Complaint #[redacted].  Mr. [redacted] was concerned that his original complaint was not answered. He was also concerned that there is no disclaimer on his specific account about how long the autopay can take.  Lastly, he believes that an email and phone call should be made to all customers that may having problems with their accounts.A supervisor did speak to Mr. [redacted] and advised him that there is a disclaimer letting customers know that it will take one to two billing cycles for the automatic withdrawal to begin. Mr. [redacted] indicated that the disclaimer is not sufficient and should be stated on his account. The supervisor further explained that the disclaimer is placed at the end of the sign-up process and is presented in red so customers know, up front, what to expect.She also advised that in addition to mailing disconnect notices to customers, Global Water calls the phone number on the customer’s account to let customers know that they are due to be disconnected. These calls are placed as a courtesy and are not required by regulation.   All notification requirements were met with regard to Mr. [redacted]’s water and sewer service being disconnected.We remain available for any questions by Mr. [redacted] and/or Revdex.com staff. Sincerely,Global Water - Santa Cruz Water Company, LLC Global Water - Palo Verde Utilities Company, LLCJon C[redacted]General Manager

The company completely disregarded everything I said in my original complaint. As I stated before when I went to their website I saw that I was signed up for automatic withdraws in big green letters, if the process had not been completed yet then the website should have given accurate information. Also as I stated before, I was never notified that I was facing disconnection. Beth told me on the phone that I was notified via mail but there is no guarantee that the notification will reach me. I dont understand why I was not sent an email or given a phone call if there was a problem with my account. Additionally, the company cannot seem to keep their facts straight! In their reply they say that I called in on the 5th to cancel the automatic withdraw but that is untrue. While I did eventually do this so they couldn't automatically withdrawn the fees associated with this complaint, however, I did not do that until May 10th. I stand by my original request, I want the $70 disconnection fee removed from my account because the problem would have never occurred if the company had been behaving like a reputable company that cares about their customers. Perhaps if they fixed their website no one else would have to go through this problem.

May 10, 2017Conciliation & Engagement SpecialistRevdex.com1010 E. Missouri AvenuePhoenix, AZ 85027Re:     Revdex.com Complaint ID#[redacted] – [redacted]Dear Sir or Madam:With regard to Revdex.com Complaint #[redacted] filed by [redacted] on May 1, 2017, a supervisor called Mr....

[redacted].  Mr. [redacted] was concerned about being disconnected and stated he had not receiving a disconnection notice. The supervisor confirmed that a disconnection notice was mailed on April 7, 2017 with a disconnect date of April 17, 2017.Global Water is regulated by the Arizona Corporation Commission (ACC) and the rules as set forth by the Arizona Administrative Code (AAC).  Mr. [redacted]’s bill date was March 22, 2017 making the bill due April 6, 2017. AAC rule R14-2-409(C)(1), states:All bills for utility services are due and payable when rendered. Any payment not received within 15 days from the date the bill was rendered shall be considered delinquent.No payment was received from Mr. [redacted] so a disconnect notice was sent out on April 7, 2017 with a disconnect date of April 17, 2017.  AAC rule R14-2-410(E)(1), states:Timing of termination with notice1. Each utility shall be required to give at least 10 days advance written notice prior to the termination date.Payment was not received from Mr. [redacted] so the customer’s water and sewer service was disconnected on April 19, 2017.  Mr. [redacted] called in and made payment to be reconnected on April 20, 2017.  Mr. [redacted] was charged a reconnect fees of $35.00 for sewer and $35.00 for water per our Tariff Schedules (enclosed) that was approved in ACC Decision No. [redacted].All notice requirements as set forth in by regulation were met by Global Water. We remain available for any questions by Mr. [redacted] and/or Revdex.com staff. Sincerely,Global Water- Santa Cruz Water Company, LLC Global Water- Palo Verde Utilities Company, LLCJon C[redacted]General Manager

Ms. [redacted] spoke with Mr. [redacted] on September 19, 2014.  As a courtesy to the customer, the $70.00 fee has been removed from the account.

Attached is our our response to Mr. [redacted]' complaint.

Re: [redacted] - [redacted] Complaint No. [redacted] Dear [redacted]:With regard to [redacted] Complaint No. [redacted] filed by [redacted] on 21 August 2014, a Supervisor called the phone number listed on the [redacted]ount for [redacted]. The customer of record, [redacted]...

[redacted], answered the phone.The Supervisor asked [redacted] if she could offer any assistance or answer any questions regarding the [redacted] Complaint and he advised that he wanted all communication to go through the [redacted] or the Revdex.com. [redacted] did give his permission for Global Water to answer the Complaint filed by [redacted], since [redacted] is not listed on the account.With respect to the questions asked of the Company by Staff:Was customer notified of his disconnect per [redacted] rules?Yes, the customer was sent a disconnect notice on 30 June 2014 regarding the pending disconnect. The customer was disconnected on 16 July 2014.If so, please provide explanation as to how customer was notified and provide copies of disconnect notices.The customer was sent the attached disconnect notice in the mail. The notice was sent on 30 June 2014 before being disconnected on 16 July 2014.We remain available for any further questions by [redacted] and/or Staff. Sincerely,Global Water - [redacted] General Manager

The following responds to the above-referenced complaint filed by Ms. [redacted] on March 24, 2014:
Last October, the [redacted] residence developed what appeared to be a leak on the customer’s property. On October 31, 2013, an automated call was made to the phone number provided...

by [redacted] at [redacted] Way, Mohave Valley, Arizona, to advise her of high water usage and a potential water leak. On November 5, 2013, a second call by a customer service representative was made due to continued high consumption. A customer service representative spoke with Ms. [redacted] regarding the leak.
On November 22, 2013, a customer service representative set up a pay arrangement agreement for Ms. [redacted]. The payment arrangement specified that Ms. [redacted] was to pay
$88.09 per month for 6 months and to also pay for her current water bill. The first payment was due in December. [redacted]) did not receive this payment.
On Jan 15, 2014 a second payment arrangement was made with Ms. [redacted]. The payment arrangement was scheduled for 6 months at $71.42 per month. A payment of $100.00 was made at that time. Additionally, [redacted] agreed to a one-time courtesy credit of $65.98. On Feb 20, 2014 [redacted] received payment in the amount of $71.42 however, [redacted] did not receive payment for Ms. [redacted]’s February 2014 water bill. As a result as a result of a second broken payment arrangement the account was disconnected March 21, 2014.
A new payment arrangement has been established on the account and subsequently the water has been reconnected as of March 31, 2014. The payment arrangement is scheduled for 4 months in the amount of $63.26 and 1 month in the amount of $63.30.
We remain available for any further questions by Ms. [redacted] or staff.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Although Global Water did come to the residence and place a credit on the account, which was initially to be $300 which after review was 251 and change and part of this is a charge I paid to have service turned on and due to the several years of issues with the company, I feel as this is nothing more than a slap in the face and that Global Water is doing minimal effort to reestablish a broken relationship.  I request the full $300 credit be placed on the account with an additional $200 credit and a personal apology letter written from the owners of the company.
Regards,
[redacted]

Global Water Resources no longer provides water utility service to customers in Buckeye, Arizona.  The water utility has been sold to the City of Buckeye, which now owns and operates the system.  Customers of Valencia Water Company should contact the City of Buckeye Water Resources...

Department for assistance.

I am very unhappy with my service they provided. I have never spoke poorly of them to anyone even thought their prices are very high just to have my water without even turning the water on in my house. After my 15 year old brother died on Christmas and had strep throat for the last 3 weeks. My payments are automatic and something happened with my account number with Global Water in January and it did not pay. I was unaware of this until my water was turned off and got slapped with $100.00 extra after I have paid on time for the past 3 years and normally have a credit. I have never had anyone so unhelpful and so unwilling to help after not being able to work for more then a month and pay for a funeral... ya I will never say a kind thing about the GW company again and hope I never have to own another home with water service from them again.

The following responds to the above-referenced complaint filed by Ms. [redacted] on March 24, 2014:
Last October, the [redacted] residence developed what appeared to be a leak on the customer’s property. On October 31, 2013, an automated call was made to the phone number provided...

by [redacted] at [redacted] Way, Mohave Valley, Arizona, to advise her of high water usage and a potential water leak. On November 5, 2013, a second call by a customer service representative was made due to continued high consumption. A customer service representative spoke with Ms. [redacted] regarding the leak.
On November 22, 2013, a customer service representative set up a pay arrangement agreement for Ms. [redacted]. The payment arrangement specified that Ms. [redacted] was to pay
$88.09 per month for 6 months and to also pay for her current water bill. The first payment was due in December. [redacted]) did not receive this payment.
On Jan 15, 2014 a second payment arrangement was made with Ms. [redacted]. The payment arrangement was scheduled for 6 months at $71.42 per month. A payment of $100.00 was made at that time. Additionally, [redacted] agreed to a one-time courtesy credit of $65.98. On Feb 20, 2014 [redacted] received payment in the amount of $71.42 however, [redacted] did not receive payment for Ms. [redacted]’s February 2014 water bill. As a result as a result of a second broken payment arrangement the account was disconnected March 21, 2014.
A new payment arrangement has been established on the account and subsequently the water has been reconnected as of March 31, 2014. The payment arrangement is scheduled for 4 months in the amount of $63.26 and 1 month in the amount of $63.30.
We remain available for any further questions by Ms. [redacted] or staff.

Re: [redacted] - [redacted] Complaint No. [redacted] Dear [redacted]:With regard to [redacted] Complaint No. [redacted] filed by [redacted] on 21 August 2014, a Supervisor called the phone number listed on the [redacted]ount for [redacted]. The customer of record, [redacted]...

[redacted], answered the phone.The Supervisor asked [redacted] if she could offer any assistance or answer any questions regarding the [redacted] Complaint and he advised that he wanted all communication to go through the [redacted] or the Revdex.com. [redacted] did give his permission for Global Water to answer the Complaint filed by [redacted], since [redacted] is not listed on the account.With respect to the questions asked of the Company by Staff:Was customer notified of his disconnect per [redacted] rules?Yes, the customer was sent a disconnect notice on 30 June 2014 regarding the pending disconnect. The customer was disconnected on 16 July 2014.If so, please provide explanation as to how customer was notified and provide copies of disconnect notices.The customer was sent the attached disconnect notice in the mail. The notice was sent on 30 June 2014 before being disconnected on 16 July 2014.We remain available for any further questions by [redacted] and/or Staff. Sincerely,Global Water - [redacted] General Manager

The attached letter of apology was sent to Mr. [redacted].

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Address: 21410 N 19th Ave Ste 201, Phoenix, Arizona, United States, 85027-2758

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