Global Water Resources, Inc.

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.

This company is all about the money. They care nothing for customers and unfortunately anyone in their area are nothing but slaves to them if they want to live where they are. They gouge the customers with outrageous fees,and are quick to shut service off, but not turn on. We had to move due to the house we were living in sold. We set up a date for services to be transferred to the new address (literally two blocks away) with no interuption in service. The bill says I have $140 in new account fees. Then they tell me that was a mistake, it should be $35 each for new account fees. Said it was fixed on their end, just not mine. So I could only hope that they would be honest and issued me a credit. Yeah right.

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

Global Water in Maricopa, AZ

My house is vacant and the last two months my bill is almost $200.00 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 4000 gallons of water???

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.

A supervisor contacted Mr. [redacted] on September 5, 2014 and left a voice mail. To date, Mr. [redacted] has not called back.

After review of the complaint and Mr. [redacted] account, it was noted that his service was disconnected on May 28, 2014 at 12:11 PM. Mr. [redacted] called in on May 28, 2014...

at 12:51 PM, which was after his property was disconnected, to make the payment.  The reconnect fee of $70.00 was assessed to his account for the reconnection, which includes $35.00 for water and $35.00 for sewer.  These fees are the fees approved by the Arizona Corporation Commission. Mr. [redacted] was reconnected on May 28, 2014 at 4:27 PM.

Mr. [redacted] refers to a fee in his complaint that is applied if service is restored after normal working hours. Arizona Administrative Code R14-2-403(D)(2) does allow an after-hours charge if a service is reconnected after normal working hours. In 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. [redacted] or Revdex.com staff.

Sincerely,

Global Water - Santa Cruz Water Company

On several occasions my spouse has made the monthly payment with Global Water however if our pay periods don't coincide with the date the bill is due Global sends out a Disconnect Letter within 5 days, now if I had horrible credit or if I was a consistent late customer then I could see them doing this however we always have the payment on the way to them if not paid on or prior to the due date, this type of harassment is uncalled for and unnecessary.

Re: Revdex.com Complaint Id#: [redacted]The following responds to the above-referenced complaint filed by Mr. [redacted] received on April 30, 2015:A supervisor called and spoke to Mr. [redacted] on April 30, 2015. The supervisor sincerely apologized to Mr. [redacted] as she realized in reviewing his...

account that he has been given misinformation. The supervisor explained that he was correct about his cr. An inexperienced customer service representative had transfered his cr to his former spouse. The customer service representative has received counseling and additional training due to the error. The supervisor also explained that the billing issues that he has been experiencing were due to the error with the customer service representative. Mr. [redacted] advised that he was not certain that Global has been billing him for the correct meter due to the error. The supervisor met with Mr. [redacted] at his meter on Friday, May 1, 2015 to verify that the meter in his meter box is the meter that he is currently being billed for. The supervisor and Mr. [redacted] 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. [redacted]’ account. We remain available for any further questions by Mr. [redacted] or Revdex.com staff.Sincerely,

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.Attempted  to return a call to [redacted] on 9/11 or 912. I stated times that I would be free to speak about this matter. I ‘am  not interested in approved fees by Arizona Corporation Commission as I don’t care. These fees are outrageous  and as a customer of over 6 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 [redacted] during the times left on her Voicemail. The complaint Stands.Regards,[redacted]

A supervisor contacted Ms. [redacted] on September 4, 2014. Ms. [redacted] account was reviewed and it was confirmed that a disconnect notice was sent out on July 25, 2014 with a disconnect date of August 4, 2014. Per the [redacted] written notice must be given 10 days in...

advance of the disconnection. The disconnection was in compliance of this regulation. A copy of the notice has been attached with this response.

Global Water’s rates and tariffs, which are approved by the [redacted], allow for a reconnection fee of $35.00 for water and $35.00 for sewer. Additionally, if the service is restored after hours, an additional fee of $30.00 applies. Ms. [redacted] was only charged $70.00 for the reconnect, which includes $35.00 for water and $35.00 for sewer. Since the service was restored during regular business hours, the $30.00 afterhours fee did not apply.

We remain available for any further questions by Ms. [redacted] or Revdex.com staff.

Sincerely,

Global Water - Santa Cruz Water Company[redacted] General Manager

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,

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.