Bryan Texas Utilities

We came home to find our water had been turned off. The meter was open and off in our front yard. A roommate originally called about the issue and she was told someone would be by to check it out in the next hour. When I discovered the open meter, I called to inquire about a record/reason this was off. The woman I spoke to was very short and rude. She said someone (my roommate) already called and she was sending someone over. I let her know that we originally reported it as a potential outage, but I was calling to see if there was a recorded reason as to who turned it off and why. She said no, and I ended the call. My roommate said she spoke to the same woman and that she was rude and short with her also.

The lack of record keeping is astonishing and a serious internal control weakness. Want better customer service? Keep a log of all services performed and by who. If there is one, communicate that to your callers when they ask for a reason for their outage.

The representative who came was amazing and asked if anyone had left a note explaining why. They had not left any note or documentation. Come to find out an hour later, there was a busted pipe that someone called in on the property. He informed us that we would have to call our property management company.

The issue is, if there was original documentation as to why the water was off, a representative would have not had to come out in the first place. I should be able to pick up my phone, call my utility company, and be informed as to why my water is turned off. Now, my property management company closes in 30 minutes and we are currently waiting for someone to come out and fix the issue. This could have saved time and money on both ends if documentation was properly recorded.

Edit: Maintenance from our property management company came to fix our pipe and they are now confused. Whoever turned off the water had also dug a hole around the entirety of the pipe and it is now sticking up out of the ground. He asked "They did this? " The fact that a professional plumbing company is here and they do not understand why it is dug up speaks volumes. I hope BTU management is able to implement changes so proper documentation is kept in the future. This is disheartening and frustrating.

Moved here almost 2 years ago and no issue in the past 2 years perfect

Carlos V. Fernando V.are the best.they were very respectful and kind.they really did a good job cutting down the trees that were on the power line.thanks you guys

Very helpful with questions on on my bill and explained exactly what i was being charged with, even took examples from past bills to compare to figure out the problem, never had problems with btu. Great service and Awesome employees

Even when you pay your bill on time btu still cuts off your power for no reason. That's the last thing I wanted to come home to today.

Bunch of crooks they have no records of our payments. And they charged us for previous payments made months ago

Shelbie was so helpful on front counter. She explained my bill perfectly and answered any questions I had.