Decent costumer service would be nice, but I would be happy just to be treated as a human.I was given a 14 hour window to start water service that I was required to be present for.14 hours in an empty house with no water. I couldn’t leave, drink water, or use the restroom... 14 hours.As a property manager who’s company just purchased dozens of homes in FW, this water company just demoted me to “tortured house sitter”. I get to do this 2-3 times a week for the next few months.2-3 times a week, 14 hours: no water, no restroom, no leaving.

By far the most incompetent “government agency” in this city. Technicians do not have phones in the field, but you are expected to wait all day with no ETA or expected arrival time, but technicians are allowed to shut water off without anyone being present. This is an issue I’ve had with properties I own but do not live at, and don’t understand how a public service could operate at such low customer satisfaction, especially for a basic necessity.

I have never dealt with such horrible customer service in my life. Our bill skyrocketed in February, and the water company told me it was because somebody was tampering with the meter. I live with 5 girls and I can assure you we did not even know where the meter was, therefore that is impossible. Since then, our bills have still been extremely high and the water company is of ZERO help. I have called about 15 times in the past couple of months and nothing has been resolved. They sent me a letter last month saying there was a leak and that someone came to fix it, but I was never notified, and the bills are still extremely high. I requested to speak with the supervisor, but have never gotten a call back. If anybody has any advice on how to handle this, please let me know.

Our water meter jumped 85,000 gallons in less than a month. Normal $90 bill was now a $560. I called and they sent someone out to inspect the meter. They showed that it was reading accurately and there were no signs of leaks. I then had a plumbing test done that also showed no leaks. No explanation, other than I may have left a faucet on. Im sorry but I think we would have noticed that amount of water coming from somewhere. We do not have a pool, irrigation system, nor did we have any work done on our house within that time. There is absolutely NO way a faucet was left on when we are home every day. They would not lower my bill because we have not owned the house for more than 3 years. Now Im stuck in a payment plan for 6 months (or until I pay the balance) to avoid interruption in service. This is the worst customer service I have ever received from a utility company and I believe I am not the only one this has happened to.

The Worst company ever! Please don’t move to FortWorth you will have to deal with this company. They billed customers when the freeze occurred knowing trash was not going to pick up. They’re a fraud company over charge consumers then give you the run around when you complain. This company needs to be investigated. You see all the complaints and the low reviews which tells you about the customer service as well as the company in general.

This is the only service company/government entity I have dealt with that will not give you an arrival “window”. You’re expected to wait all day to have new service turned on. They apparently believe no one works or has a life. They say you have to be there, but they have no clue when they can come. With all the technology and communication options available today this is inexcusable!

WORST COMPANY ON EARTH! HOPE THAT SUMS IT UP! THIS WHOLE PLACE NEED TO START OVER WITH THEIR STAFF! SUPERVISORS ARE HORRIBLE THEY DONT CARE ABOUT HELPING YOU AS FAR AS ASSISTANCE OR ANYTHING!

Poor customer service on phone and in person. If they had competition maybe they would work harder to earn our business.

With the new meters they installed my bill doubled. The only way you can get an accurate reading is to read the meter and take a picture of the meter to send to water company for a refund each month. We have now become the water meter readers. I encourage everyone to read their own meters. These new electronic ones do not give accurate readings and are so far off it is shameful that they were even installed unless the water company just wanted to cheat the elderly who can’t get out of their homes to read their own meters or the really poor who may not even know to do so. If you have an elderly neighbor be a good person help them out. They need every dime they have from social Security and often live with so little.

The water company is dishonest and I am tired receiving information by a script. They are unconcerned about any issues we may have. When my water bill doubled within one month when my water consumption I suddenly had a water leak....as did everyone else...which we didn’t. Then I was told that I had indeed doubled my consumption. This simply is untrue because with water restrictions, I am unable to adjust my watering schedule, and I didn’t take more showers or use more clothes or dishes during this time. I did drink my water but not enough to double my consumption. That was untrue also because I was out of the state for a week. Then I was told that the new meters were more exact. So for 20 years that I have lived in my home the water company was only getting half of their correct payments? As a huge company would they not have adjusted this years before? Then a neighbor was told that the price of the newmeters and installation were handed off to the consumers. Finally, one person in my neighborhood received a bill for $0.00 but yet the meters are more exact. Right.

Shut water off at a home and left a note that said “seriously delinquent” when the bill was paid on time. First person over the phone said it was an error and would send someone to turn it back on ASAP. After waiting, called again, and the second person over the phone said it wouldn’t be turned back on until late that night. So I guess they think no one needs to brush their teeth, cook, shower, or go to the bathroom during the mean time? They are very inconsiderate, especially for it being THEIR mistake. Would not even give credit for the MAJOR inconvenience. They obviously could care less for the community around them, whether they pay their bills on time or not. What a joke.

Canceled 2 months ago at old apartment and got a bill for 53 bones from the last two months. No one has lived there and I had to pay the late fee too. More than 50 bucks for not even a drop of water seems excessive.

On 10/02/2019 City of Fort Worth water department sent private contractor to install water meter Smart Point in Park Glen neighborhood 76137. After installation, my water meter number suddenly jumped. Water usage are from zero to 127,309 gallons. Technician didnt take a picture before starting the job. Plumber checked no leaks. It is a vacant house, no usage. I locked all exterior faucets and turned off all interior shut off valves.On 10/16/2019 I received a $838.19 large bill for 09/16/2019-10/02/2019 two weeks only. After discussing with city, assistant director agreed to reduce half bill only by Texas Fort Worth city code Chapter 35: Water and Sewer, section 35-10 ...as registered on the customer meter to the property owners, tenants... City can adjust up to 50% only.On 01/31/2020 I had to pay $523 to avoid a lien on my house.The significance of this matter is not just a bill, but a potential harm to many customers. We were lucky that the house has been vacant (so we are confident of no usage) and the error is huge (127,309 gallons), if it would or had happened to a house where someone does live in, it would be real difficult to argue if the water really has been consumed or not. Max bill $60,000 in USA can push homeowners to foreclose their properties.It is really unfair. How horrible city code Chapter 35 of Texas Fort Worth!!

The water department quickly responded to a water leak in the road in front of my home on Christmas Day and repaired it quickly and efficiently. They knocked on my door to relay their plans. I have full confidence in my Fort Worth Water Department Employees both in person and on the service call line. I failed to get the names of everyone to personally name you in this posting. But you all did a great job.

I just moved to a new house in Fort Worth. Came home from work today to limited water. I was told that a truck from the department had ridden through the neighborhood saying that the water would be shut off immediately. I arrived home around 5:30 pm and its still trickling now. Cant flush the toilet or fill a glass of water from the faucet in less than five minutes. Ridiculous.

Too bad there is no other options I’ve been waiting at home since 8 am and it is now 8:20 pm and no one has come to turn on my new water service.

$65 restore fee for your water!!!! biggest scammers on earth. no regard to people in financial trouble. scum.

Worst people and customer service ever. If there was another option I would have gone with that.

Ive had some pretty terrible experiences with them, but this last time I spoke with someone named Abby. She was the best, and nicest person Ive spoke with, and completely turned my experience around. Ive had many years dealing in customer service, and most people Ive spoke with from Fort Worth water dept had none, or had no interest in giving any. Abby was the outlier, who was not only very kind/friendly, but also quick, professional, and experienced. I hope all my future calls are with someone of the same caliber. Thank you for your help.

We were out of town. Our son advised us that the water meter hole was full and overflowing streams of water down the street. I called (this was on a Saturday) so I called the emergency number. No answer except that an automated voice told me that the subscriber did not have a voicemail box set up. i called back and got a woman who was upset that I called the emergency number. She said (without seeing the water flow) that I did not have an emergency and to call back Monday morning . In the meantime who knows how many gallons are going down the storm drain?

I was told no supervisor was available and after I insisted several times having worked in customer service myself the lady who was taking the call finally admitted there was a supervisor there. Come on, now. Why make your job more difficult by giving me a hard time? Also, why is the water service so expensive? Is it purified by the hands of gods and angels? Its like they said theyll need this while rubbing their hands together in gleeful greed.Here we go again. Their website is down constantly and their phone system hangs up on everyone but if you cant pay youll be locked out. Sometimes theyll make a deal with you just to screw you the next month. I would rather owe the Mafia. At least they have souls.

Moved in 1 month ago. 2 occupants in home. No sprinklers, no pool. First bill is in excess of $500! No explanation from the company aside from the readings are correct. Have seen at least 5 private parties reading and checking my meter since August 19th. Investigation, here we come!

When theres an issue with WATER, they turn their phones off.Internal and External.

Their phone unit is always very helpful, wonder why it has poor ratings ! And quality of water is also good so I don’t see any reason for poor ratings

Tyrone - JP - Kenny I believe were very helpful. Called to check city clean out and they were at my place 30 minutes later! They found city drain clean and helped me solve my issue in my home drainage. They also located/marked drainage piping that needed to be replaced eventually. Thanks !

I was not advised upon initial set up of my account that there would be a 50 dollar deposit. When I called to see about getting it removed, I was told to give 12 months good payment history. So I faxed over my progressive insurance history and apparently that doesnt count. Being a first time home owner I have no other utility history to send over. So a one week initial billing was 130 dollars with the deposits and all the fees. So heres my 50 dollar review of your sub par billing system and policies.

Another completely incompetent rule by the city, so again they did not pick up my tree limbs that i placed on the curb in the proper manner but yet they failed to pick it up i called again ( which i have had to do almost every time) but they tell me that i only have 24 hours from my pick up time to make a complaint. what a freaking joke, and its not like they give a dam, i mean look at all the complaints about how incompetent they are.

Lost and mismanaged. Expect ridiculous amounts of delays in every aspect of the department other than them sending you a bill for things. They are quick and good at that. Everything else will be done as slowly, inaccurately, and difficult as possible.

Pleasant experience setting up an account . Fast and friendly

Never have had a bit of trouble; customer service is great.

By far the worst customer service my family has EVER endured. Not just one time but every time. Unfortunately, they know that you dont have a choice than to take their rudeness. We moved here 11 years ago from another state. My dad and his wife retired with the utility company that incorporated the lights, has and water... He was a serviceman for nearly 40 years and she was a customer service supervisor. Neither of them would ever dream of talking to a customer the way this water department talks to you. Fort Worth should be ashamed for continuing to allow the people working in this department to get away with taking pleasure in making its voters feel inferior.

So youre on social security and your bill is higher than usual for some reason (antique equipment) and youre having a little trouble paying your bill, huh? Im so sorry sir, let me see what I can do...I can send a man out to hang a little yellow card on your door and now you owe us another $20!Did that help you sir? Anything else I can do for you?

We had a clogged main drain Mr Smith came out checked everything out then had another crew come out locate main. Then Juan and his crew came out after locate services for att, gas and water marked locations. All in all there were more than 5 crews involved. They were fast, friendly and worked well together to get the repair done.Thank you all from your friends at Midas on altamere. GREAT JOB.

The incompetence in the billing department is outrageous. If you have autopay they will charge your account, send you a shut off notice, then after you call they realize their mistake and say it will be fixed. Then they try to assess a late fee. The communication between the autopay program and the billing department needs to be fixed ASAP. This happens about every two to three months!

One of the water inspectors was using a restroom in a new home. I was about to work in it and when I opened the door he was using the restroom. He heard me say thats why they put locks on doors. When he was leaving he said the most unprofessional and disrespectful thing. I was hoping you would hold it for me. Terrible thing to say when he had no business in the home and the builders supply portapotties throughout the neighborhood. He was not supposed to be using it in the first place since its a brand new home. I cant imagine if he would of said that to the home owner. Totally unprofessional.

Hi I called today to find out what I owe on my bill and waited over 30 min on hold then finally when I did get a real person who’s name is COURTNEY, I em very disappointed in the service from this woman she would not give me the answer on how much I owe?? Why I’m lost in why she was beating around the bush I would give a minus-10 if I could this is sad then when I said Courtney what is my balance she kept getting mad at me and saying what is your question? I kept telling her what my question is and still was playing games with me and all I want to do is pay my bill? WHAT IS GOING ON @ FT. WORTH WATER COMPANY? I Em demanding respect COURTNEY was thee most disrespectful Person I have ever In countered so sad. Then they called me back after she hung up on me and did it AGAIN ? If there is another company I would switch even if it cost more. HORRIBLE SERVICE COURTNEY....thanks for turning my day.

I called to set up new service on yesterday. 50 deposit 20 admin fee and anither 10 for service on the same day. My kids and I come home after work and school to no water. Called today and was advised that cust svc could not see the work order to verify what happened when the water dept came out. She then advised me i could wait to find out what happened or to go turn it on myself. I was also given the option of paying another 10 bucks to have them come out again? First off i was not advised that id have to sit home all day and wait for the water dept! That should have been advised via cust service while setting up the account and second there was no indication that the water company came out! No tag, sticker etc no notification!!! I have 3 young ones here with no running water!!! Great job city of FW 👎👎👎

A waste of my time, i dont see how it can be that hard to do your job..i paid a $10 fee for my water to be on the day i started the service and it still isnt on after 5 days, called them to let them know and told the department told me i had to turn it on myself..confused on why im doing their job but whatever tried it and wasted more time cause it didnt even turn like they said it would after all that BS they tried charging me again for him to come out and said ill have to wait for him patiently..water still IS NOT ON!! 👏🏽👏🏽👏🏽

Their customer service, if you can call it that, is completely awful. You can forget about getting anything resolved over the phone. NO help whatsoever and a complete waste of time.

The lady we spoke to at 5:15 on a Friday night was friendly, efficient and very helpful. Wish Id gotten her name because she was excellent.

If I could give this company less than a 1 star I would. New to the city and had the worst set up process ever. I wish there were other options instead of using them.

Do yall have to fail an IQ test to work here? Rude, clueless, and generally not helpful. We need a privatized water service because this governmental body is complete garbage. Train your staff. Seriously.

Racist, incompetent D-Bags. Leadership needs a complete Overhaul. When will the folks of this City Revolt?

Absolutely the dumbest people work at the Fort Worth water department . Their system is absolutely horrible to use, and they are a bunch of thieves quoting another reviewer. Definitely puts the gov in government run program . Seriously it’s no wonder our country is going down hill, all the morons are in charge .

If i could give them a zero i would. Ine of the reasons i hate living in ftw. Same day service my ass. I waited in the front of my house from noon to 930 pm and they claim all orders are done. Bold face lie. And i have a special needs child who needs water for her feeds...

If i could give them 0 stars, i would. 46$ that was 3 weeks past due, they shut my water off and charged me 70$ to turn my water back on and for the guy to come out to do it. are you kidding me?! thats more than my bill! and then said i had to be home when they guy arrived to turn it back on...well you sure didnt need me to be home to turn it off!

Fort Worths Water Department Has Horrible Treatment Of Its Customers. Their Rude Behavior Is Proof Of Why Their Should Never Be A Monopoly On Water!! If You Could Find Another Way To Get Water For Your Home Use It!!! Their Water Is Filled With Debris And Metals Plus Their Water PH Is Horrible.PS. Boycotts Are More Affective Than Our Complaints. If We All Pull Our Funds From This Department And Find Water Elsewhere Their Services Will Improve Or Be None Existence.

If I can give a lower score than one star I would. They accidentally disconnected and removed my meter yesterday. I called and they apologized for the mix up because they were supposed to remove my neighbor meter because they have been obtaining free water for a year. She apologized again gave me a case number to follow up and that my service will be restored by the following morning. Well after my fourth call and its four in the evening the following day and still no water. But the basic reply that they put the order in. This is a epic fail on their part and shameful that my household has to suffer because of their mistake. If there was another vender for water services I would switch.

Tuesday evening 7pm and no water pressure.Why?Nothing on recorded message or the website explaining the issue. Several othet neighbors are experiencing tbe same issue

Water bill goes from 100 - 150 to 250 to 500 no pool no changes in anything and water company has not done anything to figure this out. TV news here I come.

The ft worth water dept is a joke. If you are thinking about moving here, you might want to look in a different City. They dont even deserve 1 star

They cut my water billing me for 1700. Payed that off thinking my next bill was going to be a normal price for the month and got slapped with a 606.46 didnt make a big deal about it and went ahead and payed it but the next bill a pas dew of 150. Plus 231.07 and 6.99 pending.Called to speak with a representative and I couldnt get any information after concerning my husbands ss and the representative was rude, incompetent, and unprofessional, I understand this is our only water service we have in fort worth but that is no reason for a lack of service.

Update: They now have a paperless option! I get email and text reminder and i can print my PDF bill anytime i log in! The new website is sooooo much better! Easy, simple but professional, and operational. I was so happy with it, I had to come back and update my review from 3 years ago. Hopefully they fix everyone elses issues faster then they did mine!3 years ago i put 1 star....So frustrated that i cant get a bill emailed and now cant even see it when i log in online! Guess ill have to start getting a paper copy!!

Average iq of the workers there is less than 60.

Horrible way to run a public water department. Policies are outrageous. How do we remove fort worth as the only supplier of water? Seems like a money making monopoly to me. I dont even have service with them but had to call for a family member and it wasso exausting.

No construction water meters available for months on end, and rude / apathetic / unhelpful customer service. Totally incompetent.

Terrible. I have a $1200 bill for a two month span where my water leaked onto the street. They came out and fixed the problem but proceed to tell me they cant fix the charges because they were not responsible for the leak it was my landlords responsibility even though they fixed the leak!

Bad customer service - dealt with a young woman that had a lot of attitude about my missed payment. I dont receive consistent bills from this company and the website is really challenging to navigate and use.

They are thieves . I told them I had a family emergency I had to attend outside of the states and asked if my account can be place on vacation mode ( voluntarily suspended account ) he said they didn’t do voluntarily suspensions so he said he can terminate my account, but that id have 31 days to reactive that fee at no charge . so I agreed, that phone call was made on the 1st of October it is only the 18th of October . So yesterday when I called and asked for my services to be turned back on by said that I would have to pay my balance including a 150$ payment because I terminated my account . I spoke with three different agents and they all told me something different . Overall Fort Worth water department is such a horrible company .

Why is the website always down? It’s 4:21pm on 08/17/19 and it’s down.

This place is horrible...the meter services supervisors are a laughingstock. I bet someone else still tries their shoes for them. Worst experience ever dealing with them.

I hear they like to dicrimate against people and bad mouth the customer after they get off the phone with them...

Had to go all the way downtown to set up my water, which they told me on the phone I had to do in person. People in the office seemed very unfriendly and by the time I got home the water had been shut off because I wasnt there when they came.

Merriam-Websters definition of extort

Tells you that you are violating water restrictions but never was informed in the first place there were any.

This place sucks, same day service, yeah right whatever. If Wednesday is the same day as Monday then yes, I received same day service.

Bunch of Thieves, cut my water off for $71.00, been a Customer for 5 years. No notices.. Nothing.. Charging me $75 in fees to get it turned back on... SAD

They have to setup auto pay like every other utility company. Horrible service

Horrible in every way - but they have no competition. If they did, theyd be out of business.

Worthless idiots, cant even listen to what a customer is requesting. Sad!

Worst automated phone payment system, and worst, most outdated website.

Best water ever

Horrible horrible customer service

I just call to get new service and they tell me to go to the office that they dont do it over the phone or go on line. On line theres no way I can do it.

These people run water and trash have had no problems with the water it the trash side is a nightmare so many rules about what they will and what they wont pick up I wish I could give them 0 stars their trash/recycle services are a joke.

Horrible customer service.

Stuck in the Stone Age, lack customer service

This place rocks

Cut my water off and told me it would take 3-5 business days to find out the amount i owe them to cut it back on.

I have a special needs child and they cut my water even though I did pay my bill costumer service is rude I waited all day long and they came the next day they suck

The system sucks please updated

Clean water = Clean living

Yeah