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Johnson Utilities Reviews (148)

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  However, there practice of issuing shut off notices when payment even if partial is unacceptable. In my case the matter was entirely accidental, and as a good customer should have been taken under consideration. Past dealings wit the company have made me reactionary rather than understanding. During the first few months of service when I was transitioning from California to Arizona and working in California as a substitute teacher they billed my credit card twice, and when unable to reach them by phone, I was left with little option but to dispute the second charge. In return they billed me nearly $40.00 for the cancellation of the duplicate payment and refused to credit my account or offer satisfactory resolution. When I was back in Arizona and went in to their office to talk with their manager we was rude and unaccommodating. He blamed me for the cancellation saying I should have spoke to them directly and seemed not to understand that some people work without access to internet, or phone during their work day - especially if they are out of town. In this event, however, I was mistaken. I will gladly pay the .10 cents, but to this day still feel I am owed for the charges associated with their error which was over $30.00. This was to a prior address we rented at when we first moved to AZ in 2012. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Mark M[redacted]

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.
My complaint has not yet been resolved. I understand I haven't been billed additional late fees. The problem is I don't get notified in a timely manner when my bill has been posted online. 90% of the time my bill doesn't get posted until a week after the billing date. I have forwarded my mail to a new address and I have yet to get a bill from johnson utilities.
Regards,
[redacted]

We have been trying to get ahold of Mr. [redacted] however the number we have on file goes to his father, who states Mr. [redacted] is in Japan. We have emailed Mr. [redacted] as I am confused by his response. He stated that the email is sent out days after the billing date. The billing date, as explained previously, is the date the billing period ends. After we end the billing period (usually around the 25th) the system updates, creates statements, files are sent to the third party vendor for print or email. Billing for Mr. [redacted]s account is sent out by the 1st of the month and due on the 15th. In the last sentence Mr. [redacted] states that he changed his forwarding address and has not received a bill, thus my confusion.. is he referring to his email address changing as he states he receives late emails or is the problem with the bill going via USPS mail.  We have not received a reply from Mr. [redacted] as of yet.

On 8/11/14 Mr. [redacted] contacted Johnson Utilities to inquire on the most recent billed meter read at his residence. Mr. [redacted]s’ average monthly consumption is 3669 gallons; the consumption that was used from 6/17/14 through 7/15/14 was 8000 gallons. The Johnson Utilities...

Representative that spoke to Mr. [redacted] suggested that he check for leaks or any changes in irrigation. On 8/26/14, after receiving this complaint, a Johnson Utilities Customer Service Representative attempted to call Mr. [redacted] to further discuss his concerns and left a message on the voice mail system. Johnson Utilities takes meter reads utilizing radio reads, a technician drives through the service areas with a laptop and downloads the reads from the meters. Further, meter reads are always rounded down, which can create a variance of 1000 gallons. All statements that are mailed to customers from Johnson Utilities include the meter reads, a customer can review what Johnson Utilities has billed with the meter reads that are listed and can verify at the actual meter at the property to ensure that a misread did not occur. Johnson Utilities also offers a service where the meter at the property can be removed and sent to a testing center if the customer feels that the meter is not working correctly. Johnson Utilities also offers a newer meter, called an ipearl, that can actually track usage and reports can be downloaded to show consumption by day, hour, or even every five minutes. If Mr. [redacted] would like to move forward with any of these options he can contact the Johnson Utilities Office and request. If a meter does fail in accuracy during testing a credit would be issued for high consumption.

Absolutely terrible customer service. Billing is nothing short of a joke. They take absolutely no responsibility for there own mistakes. There needs to be less monopoly in the utility industries. No other choice but to deal with this poorly run company.

Johnson Utilities utilizes a 3rd part billing company. Johnson Utilities does not have control of the mail at any point and did not do anything to make the mail deliver to Ms. [redacted] residence after receiving this complaint. If Johnson Utilities had a way to ensure and track each bill this problem would not have been escalated. Johnson Utilities would prefer that all customers receive their mail, it is not Johnson Utilities intent to hold or not send any customers bill. Johnson Utilities is willing to credit the last 3 months late fees as a courtesy to our customer however we need to understand that Johnson Utilities does not control the USPS. The total credit will be $3.47.

I have been a Johnson Utilities customer for almost four years now and other than the water smells they have poor customer service. On September 5th I made a payment from my bank account to go to Johnson Utilities, which was taken out of my account from my bank on the 8th, On the 11th they shut my water off. I tried to call and let them know that I made a payment and of course they said that the bank has not cut them a check yet and that I should bring my bank statement in to verify that the payment has been made, so of course I did and they didn't look at it and told me that I need to make another payment on top of the $50 re-connection fee. Then they tell me it could be up to 24 hours before I get my water turned on. Seriously? So now I have paid twice plus $50 to re-connect. Johnson Utilities are just a bunch of thieves! I have three kids that need to use the bathroom not even mentioning showers that need to be taken. Poor customer service on top of all of it! Very unprofessional and they dress unprofessional! Not to mention that as I was speaking to my husband about the issue on the phone the representatives were talking about me like I couldn't hear them. Horrible experience! If I could move right now to avoid having to deal with them I would. Unethical!

I have been in the San Tan area for a very short time and have had issues with the company charging for water that I have not used. 12000 gallons of water for two people is out of control.

Johnson Utilities has 2 billing cycles:

Cycle 1 = Billing date of the 25th, bills are updated on the 25th, then forms are created, reports ran, and a file is extracted to the third party vendor. Bills are mailed out on or before the 1st. Bills are due on the...

15th.

Cycle 2 = Billing date is the 5th, bills are updated on the 5th, then forms are created, reports ran, and a file is extracted to the third party vendor. Bills are mailed out on or before the 10th. Bills are due on the 25th.

Mr. [redacted] has 3 accounts with Johnson Utilities, the accounts are as follows:

1. [redacted], this is on Billing Cycle 1. This account has had a total of 3 bills produced. The first 2 bills were being mailed to the incorrect billing address, 2 billings produced late fees however all late fees have been waived and the billing address has been corrected. The 3rd bill was produced on 7/25/14 ad has the correct mailing address. The past due amount is $137.05 and the total amount (to include current amount) is $198.91.

2. [redacted], this is on Billing Cycle 1. This account has only had one bill, and it is going to the correct billing address. The total due is $110.94 and is current.

3. [redacted] is on Billing Cycle 2. This account has been open since 2011 and is being mailed to the correct mailing address. A total of 6 billing cycles have produced late fees and 3 have been waived, leaving a total of $2.54 in late fees for this account in total.

Johnson Utilities offers a service called E-bill, E-bill will send your bill to your email address the same day, or next day, the bill is sent to the third party vendor. This program can elevate any delay that the USPS may produce. Mr. [redacted] has signed up in the past for this service however it does not appear that he is currently enrolled.

A Johnson Utility Customer Service Supervisor contacted Mr. [redacted] on 7/25/14 and reviewed all accounts, corrected the account that had the incorrect billing address, and answered all the questions Mr. [redacted] had regarding billing.

No such disclosure regarding time to reconnection was mentioned.  When I asked when, the representative told me that he could not tell me when.  So I asked if the water would be on by sun down, the representative laughed and said "yes, I would think sooner rather than later".  Johnson utilities routinely lies about and downplays issues brought to them.  My water would have been paid 1 day prior had they accepted calls during their business hours.  This is not an acceptable response, it is a brush off and a lie.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint...

ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

On 8/13/15 water and waste water service was started for [redacted] at [redacted]. On 8/25/15 the first invoice was sent to [redacted]’service address stating that $84.26 was due on 9/15/15. On 8/31/15 [redacted] contacted Johnson Utilities Customer Service Department upset about...

thebill. The Johnson Utilities Customer Service Representative began explainingthe bill and both [redacted] began cursing and using inappropriate language.The Johnson Utilities Representative had to end the call after being called a plethoraof name to include “f[redacted]ing Bh”. [redacted] contacted the Johnson Utilities CustomerService department again, as the bill was being explained [redacted] stated thatthere was no way he used 2,000 gallons from 8/13/15 to 8/19/15. The JohnsonUtilities Customer Service Representative stated that a work order could besent out to verify the read and check the meter[redacted] was in the backgroundyelling the entire time. A third call was made to the Johnson Utilities CustomerService Department stating that they did not want to pay an establishment fee,the Johnson Utilities Customer Service Representative explained the charge andstated that all new accounts are charged an establishment fee, [redacted] and [redacted]were not satisfied. A Johnson Utilities Supervisor contacted [redacted] and [redacted]in another effort to explain their bill and explain how water is register inthe meter, the total charge for the usage was $6.76, [redacted] did not want tolisten to what the Johnson utilities Supervisor was saying.On 9/1/15 a Johnson Utilities Technician went to theproperty and verified the read. The Johnson Utilities Technician spoke to the Lees’whom stated that they had turned off the irrigation system. The Johnson UtilitiesTechnician pointed out that the ball valve to the irrigation had not beenturned off and turned it off for them. The Johnson Utilities Technicalexplained that they should check all faucets and toilets and start taking dailyreads to monitor their use. On 9/9/15 [redacted] contacted the Johnson Utilities CustomerService Department complaining about the usage again. [redacted] stats in this complaint that they would like torequest a new meter, Johnson Utilities can test their meter. The meter will bepulled, and replaced with another meter, and the pulled meter is sent to a labfor an accuracy test. If the meter tests ok there is a $25 testing fee that isbillable to the customer. If the meter tests inaccurate there is no fee and theusage will be reevaluated. If [redacted] would like to do that he can contact theJohnson Utilities Meter Department to schedule the test.

On 8/11/14 Mr. [redacted] contacted Johnson Utilities to inquire on the most recent billed meter read at his residence. Mr. [redacted]s’ average monthly consumption is 3669 gallons; the consumption that was used from 6/17/14 through 7/15/14 was 8000 gallons. The Johnson Utilities...

Representative that spoke to Mr. [redacted] suggested that he check for leaks or any changes in irrigation. On 8/26/14, after receiving this complaint, a Johnson Utilities Customer Service Representative attempted to call Mr. [redacted] to further discuss his concerns and left a message on the voice mail system. Johnson Utilities takes meter reads utilizing radio reads, a technician drives through the service areas with a laptop and downloads the reads from the meters. Further, meter reads are always rounded down, which can create a variance of 1000 gallons. All statements that are mailed to customers from Johnson Utilities include the meter reads, a customer can review what Johnson Utilities has billed with the meter reads that are listed and can verify at the actual meter at the property to ensure that a misread did not occur. Johnson Utilities also offers a service where the meter at the property can be removed and sent to a testing center if the customer feels that the meter is not working correctly. Johnson Utilities also offers a newer meter, called an ipearl, that can actually track usage and reports can be downloaded to show consumption by day, hour, or even every five minutes. If Mr. [redacted] would like to move forward with any of these options he can contact the Johnson Utilities Office and request. If a meter does fail in accuracy during testing a credit would be issued for high consumption.

RE:

Complaint Id # [redacted]

 

 

 

To whom it may concern .

/>

 

On 7-7-14 we received a copy of  complaint id #

[redacted] from [redacted]. After review of account and additional research

this is the response . [redacted] stated that when she viewed ( online)

  the statement for July it contained a past due balance of 81.52

 . The statement for June was printed and mailed out on 5-25-14 and $81.52

was due on 6-15-14 , no payment was received in June . On 6-25-14 statement for

July was printed and mailed out , the amount due 7-15-14  was 211.21 (

81.52 +129.69= 211.21)  which included the past due of 81.52 from June .

 [redacted] stated a check for 81.52 was mailed the week of

June 8, 2014 . After researching our remit system from 6-1-14  – 7-18-14

  a check  in the amount of 81.52  for acct [redacted]

 with no result . A request of additional information for the check

outstanding was sent 7-18-14.

[redacted] is asking for a credit in the amount of 81.52 

to be applied to her account , however we cannot apply the payment until we

verify check was received  . Customer is also requesting a phone and email

confirmation of credit and at this time she needs to provide the additional

information before we will confirm credit .

 

On 7-5-14 at 3:17 pm [redacted] made an online payment for the

amount of 211.21 transactions # [redacted] and was posted to the account on

7-7-14.

After an additional search for payment online it is noted

last online payment was on 5-3-14 in the amount of 74.97 . After review it is

noted this account has always been paid online .

 

On 7-9-14 [redacted] emailed [redacted]

Here is a copy of the email and response from customer

service as it appears in our system .

 

===== jribeiro - 7/9/2014 10:35:21 AM ===== my

reply

I reviewed your account and the bill you are

referring to was mailed out on 6-25-14 and we received your payment on 7-7-14

that is why your bill didn't reflect a payment. Let me know if you need

anything else. I also attached a copy of your billing history

 

email from the cs

Account Number:

Message:

My current July bill says I have a past due

balance for June. Please check your records. A check was mailed in timely and

should have been received on your end. I don't know why Johnson Utilities has

trouble handling any payment form other than a payment actually submitted by

the customer via credit card. Thanks

 

Customer service also included a billing history for

customer review.

 

 

[redacted] also stated she attempted to reach Johnson Utilities

and received only a  busy signal . Phone records for the month of July

show no problems with phone system and no report of any calls from  #

[redacted] or [redacted]  were found .

 

We have given credit for late fee water .55 AND SEWER .67

TOTAL  1.22  will applied to statement due in August .

Customer has a current balance of  0 , and account is

still in good standing.

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.

My complaint has not yet been resolved. I understand I haven't been billed additional late fees. The problem is I don't get notified in a timely manner when my bill has been posted online. 90% of the time my bill doesn't get posted until a week after the billing date. I have forwarded my mail to a new address and I have yet to get a bill from johnson utilities.

Regards,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  However, there practice of issuing shut off notices when payment even if partial is unacceptable. In my case the matter was entirely accidental, and as a good customer should have been taken under consideration. Past dealings wit the company have made me reactionary rather than understanding. During the first few months of service when I was transitioning from California to Arizona and working in California as a substitute teacher they billed my credit card twice, and when unable to reach them by phone, I was left with little option but to dispute the second charge. In return they billed me nearly $40.00 for the cancellation of the duplicate payment and refused to credit my account or offer satisfactory resolution. When I was back in Arizona and went in to their office to talk with their manager we was rude and unaccommodating. He blamed me for the cancellation saying I should have spoke to them directly and seemed not to understand that some people work without access to internet, or phone during their work day - especially if they are out of town. In this event, however, I was mistaken. I will gladly pay the .10 cents, but to this day still feel I am owed for the charges associated with their error which was over $30.00. This was to a prior address we rented at when we first moved to AZ in 2012. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Mark M[redacted]

I am rejecting this response as it seems that while I've had an issue with not getting my mail from Johnson utilities  for months now. After filling a complaint with the Revdex.com, I have miraculously been able to get  other my last and current statement, of course along with a disconnect notice and threat to put a lean on my property. I have since sent in payment but am still requesting late fees from the last 3 billing cycles be removed from my account. If the issue with receiving mail was on my end or the post office and nothing they could do, then how is it now after the complaint I am getting paper statements as requested.  I rejected the email option because as I stated on the call seemingly the companies online option has a glichance as well. I would get a mailed late notice and go to check and see if had not received an email. It was also an issue with constantly having to  change my password as it stated that my pw was wrong. This happened every month. The company does not have an option to log in to the acct when you have paper statements as a back up. If you turn on electronic statements your paper statements disappear and vice versa. Please refund the late fees.

Johnson utilities did not mention felony for tampering nor did they mention original rep had mentioned they were in the wrong for disconnection as well as just stated that "it CAN take up too 3 days to receive" keyword can not that it will rep on phone mentioned they received payment that day at 4:21 pm 14 mins before their cutoff claimed on notice that says 4:45pm Johnson utilities has a history of neglect towards customers and is trying to justify their fraud and theft as I never paid the 50$ my wife did so their facts are incorrect and manufactured to make them seem in the right. It is ironic how many people were in office complaining about same issue when wife was trying to get re-instated I like how Johnson utilities claims all these non-important information about how their customer was upset due to their negligence and that they did mention how long of a customer I have been and how many issues I have had since been a customer.. Their facts are misconstrued with no proof of complete conversations with multiple representatives they are only coming from the rep I am complaining about and mentioning the same rep that was hostile towards wife and I

March 19, 2015 Johnson Utilities left a notice at the property for the customer to contact the office and start services and also mailed out a letter on March 24, 2015. Ms. [redacted] did not contact the officeso a second letter on April 1, 2015 and third letter was sent out on April...

9, 2015 requesting customer response by April 24, 2015 or services would be disconnected. Ms. [redacted] called the office on April 24 2015 to start services effective the next business day, April 27, 2015, as a courtesy we billed the deposit and the establishment fee on her first bill.Ms. [redacted]’ first bill was mailed on May 25, 2015 with a due date of June 15, 2015. Payment was not received, a disconnection notice sent on June 17, 2015 (A late fee had been charged) and the notice stated that services for this property would be disconnected if payment is not received by 4:45PM on June 30, 2015. Johnson Utilities also sent out a courtesy call on  June 25, 2015 at 9AM regarding the delinquency. Johnson Utilities reviewed all phone calls and there was not a call from Ms. [redacted] to Johnson Utilities to set up payment arrangements. Ms. [redacted]’ service was disconnected on July 8, 2015 for non-payment. Ms. [redacted] paid the past due amount of $152.49 and a $50.00 reconnection fee to restore service. The Johnson Utilities Customer Service Representative explained that services will be reinstated within 24hrs of payment. Ms. [redacted] called the Johnson Utilities after hour line at 6:18 P.M. and asked what time would her services be back on (afterhours explained they stop reconnecting at midnight) Traci asked if she was on the list to have her services on before midnight, she was advised not able to see if her address was on the list to have services reinstated as they are only the emergency/after hours service. Sewer was unplugged on July 9, 2015 at 8:35AM

The only account that was found for a last name [redacted] and anaddress on [redacted] during 2007 or 2008 was listed under[redacted] at[redacted]. Assuming that information is correct, the account was opened on12/4/2007 and closed on 5/19/2008. On 4/18/2008 no payments had...

been receivedand the account was disconnected for nonpayment. On 4/18/2008 the customercontacted Johnson Utilities and paid the past due amount of $288.02 and areconnection fee of $50.00 was billed to the account. This was the only paymentmade to the account. Collection letters were mailed monthly from JohnsonUtilities to the [redacted]’ service address, as there was no forwarding address onthe account, from July 2008 until June 2009.  On 2/25/2009 [redacted] contacted Johnson Utilities inquiringon a collection letter, the Johnson Utilities Representative explained theremaining balance and that only one payment had been made to the account, [redacted] requested to speak to a Supervisor. A Johnson Utilities CollectionSupervisor contacted [redacted] and attempted to explain the final bill but **.[redacted] became very upset and began cursing. The Johnson Utilities CollectionsSupervisor offered to send a complete billing history to [redacted] however Mr.[redacted] did not want the billing history and stated that he would not pay thebalance and that his account better not go to an outside collection companythus ruining his credit and hung up. The Johnson Utilities CollectionSupervisor sent the billing history to Mr. [redacted]s’ forwarding address, whichwas provided during the call. On 6/19/2009 the Johnson Utilities Collections Departmentsent the balance on Mr. and Mrs. [redacted]s account of $221.00 to an outsidecollection agency. On 10/8/14 the Johnson Utilities Collection Departmentcontacted NIC (the Johnson Utilities outside Collection Company) and inquiredon the claim that threats were being made to the Mother in Law. The NICSupervisor stated that during a collection call to the [redacted]s’ it was mentionedthat the balance was not paid further action would be taken, [redacted] askedwhat further action could be taken and the Collector stated that a lien couldbe placed on the residence, judgment’s ect… [redacted] stated that his Mother inLaw owned the property. Another family member cannot be charged for Mr. andMrs. [redacted]s debt to Johnson Utilities. Also when talking about the other feesthe collections interest fee is 1.5% of the bill.

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Address: 968 E. Hunt Highway, Queen Creek, Arizona, United States, 85142-7450

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