San Diego Public Utilities Department

Got our water bill today. It was based on an estimated read and is 50% higher than it should be. Fortunately, my husband knows when the meter is to be read and took a picture of the meter that day. This is the second time we've gotten a bill based on an estimated read.

I have been trying to contact via app, telephone, Twitter, and email and have not received a response. I was overcharged back in March and haven't received a bill since then.

I have been trying to reach the Water Department to start water service at another location. I DO NOT want to transfer my service, I just want to start service. I can't find how to do that. I have been trying to call for the past week. I even called at 7: 30am and the message indicates high volume of calls. When I spoke with another department how to reach someone and commented that I am on the line for 45 minutes, and various other times, she just laughed and said, yeah it can take hours. WHY SUCH POOR CONTACT. Why no call back number system like any other place that has high volume calls. This message that says "we apologize for the delay and appreciate your patience" is horrible since this has been going on for years - this is not something new and it is an antiquated message -

Worst customer service ever! They keep misreading my meter and keep billing outrages amount of money!

Who would imagine the city cannot send out timely bills for basic water service? They claim they are trying to help after they misread meters or meters are broken. But they don't answer their phone, and I cannot even update my mailing address on their website. I'm happy to make use of their no-penalty-for-late-payment policy, but you have to admit the taxpayer deserves better.

Got the best representative when I called in to connect water. He was so helpful and answered the phone after hours. He said they clear the queue before they go home. Usually companies cut their phones off before closing to start clearing the queue and if you are waiting and 5: 00pm comes, you are disconnected. The gentleman helped me get signed up for water ever though it was far past 5: 00 pm. He was patient, bright, knowledgible & kind. Now I have a very positive view about the San Diego Water Company.

Never posted an invoice for my lease term until I moved out and tried to set up a new water service, 1.5 years later.

This is the terrible customer service that I encountered. First they are ignorant reply emails. You call them. You wait at least 1 hour. What is this? Are we leaving third world country? Please improve your service. We are paying you

Have called numerous times and been on hold for an hour.still no response. Customer service portal messages not answered.

God awful service. Every time i call in, i wait for hours on hold…. Disgusting service that taxpayers are receiving

Absolutely the pits!
Wish they answered the phone or e mails as quick as they take your money.
If you call you are on hold forever. I seriously don't think there is ANYONE answering the phones.
If you e mail, good luck.
I e mailed 3 different times.no response.
I seriously wonder if this office exists.

If I could give half I would. Went to the location on B St and they moved so don't even bother on driving up there and paying for parking!
Been calling them with no answer. 3 different times I called with more than a 40 min wait this is ridiculous. I need my water account to be active in order for me to get the keys for my new rental home!

Have been calling for 3 months now, staying on hold for 2 hours + and no one answers. I also have sent several emails and still no response.

If I could give no stars, I would. I own a rental property that was recently vacated, and the former tenant had the water shut off. How he reached the water department to accomplish that, I will NEVER know. Without water, I cannot perform the necessary cleaning to prepare the property for renting. I had an agreement with them to put the account into my name whenever the house is vacated, but apparently they ignored that. Who wants to rent a house with no water service? ! I have been trying to reach them for 2 weeks. Phone hold times are PERPETUAL, so much that I have given up on that approach. Email is no better. After a week, I have heard nothing. This is costing me $100 a day in lost potential rental income. They should eliiminate the word "service" from their name!

Unfortunately 0 stars.i will be happy to change my rating once i get my service started up but after emailing, getting 1 initial automated email, and then hearing no reply back for 3 weeks is ridiculous.please hire more customer service agents.

If I could rate ZERO I would. Customer Service representatives are RUDE, a hold of 2-3 hours to start service for an account. Sending emails to make it easier for both ends and never get a response. HORRIBLE!

I don't know were to began, lousy, awful service.what a shame, I am controlling myself to avoid using 4 letter words.

You have incompetent employees reading the residential water meters. My mother-in-law got a water bill for over $1600 dollars. She lives in the 92117 zip code area. The bill you sent her showed the meter read for 1139. When I went to look at the meter, it was at 1041.

Either you guys padded the bill, or your meter reader is incipient.

Ether way, to me, it looks like elder abuse.

I called the sewage spill line and they cleaned up a mess my neighbor wouldn't. Sewage was flowing from there main drain, it was going on for an entire day. Thank you for the very fast response!

It’s like they won’t want me to pay my water. GIVE ME MY ACCOUNT NUMBER! I gave you all the information you asked for