Unprofessional customer service can really cause many troubles...
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I HAVE HAD MY DAUGHTER-IN-LAW CALL YOU BECAUSE I AM 102 AND WILL BE 103 ON oCT. 16TH AND I CANNOT HEAR OUT OF BOUTH MY EARS.
YOUR PHONE ARE ALWAYS BUSY, JUST KEEP RINGING OR A MACHINE JUST KEEPS TELLING YOU TO CALL DURRING BUSINESS HOURS WHICH WE ARE
DOING. SO NOW I WILL TELL YOU PEOPLE WHY I AM CALLING: 1) WE PAID THE BILL WHICH YOUR CO. CHARGED ME $228.11. NOW I GET ANOTHER BILL FOR $188.83 AND THEY BOTH SAY IT'S FOR THE SAME PERIOD. MAKE UP YOUR MINDS! 2) MY HUSBAND ROCCO MARZANO PAST AWAY ALMOST ONE YEAR AGO ON THE 13TH OF SEPTEMBER AND WHEN WE ASKED TO HAVE HIS NAME REMOVED FROM THE BILL YOUR CO. WAS GOING TO CHARGE ME FOR THAT PROCESS. 3) I WOULD LIKE FOR SOME ONE WHO IS READING THIS TO TELL ME WHAT KIND OF PEOPLE RUN THESE COMPANIES. IT MUST BE THE GOVERMENT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! VERY UNSATISFIED COUSTEMER....

I HAVE HAD MY DAUGHTER-IN-LAW CALL YOU BECAUSE I AM 102 AND WILL BE 103 ON oCT. 16TH AND I CANNOT HEAR OUT OF BOUTH MY EARS.
YOUR PHONE ARE ALWAYS BUSY, JUST KEEP RINGING OR A MACHINE JUST KEEPS TELLING YOU TO CALL DURRING BUSINESS HOURS WHICH WE ARE
DOING. SO NOW I WILL TELL YOU PEOPLE WHY I AM CALLING: 1) WE PAID THE BILL WHICH YOUR CO. CHARGED ME $228.11. NOW I GET ANOTHER BILL FOR $188.83 AND THEY BOTH SAY IT'S FOR THE SAME PERIOD. MAKE UP YOUR MINDS! 2) MY HUSBAND ROCCO MARZANO PAST AWAY ALMOST ONE YEAR AGO ON THE 13TH OF SEPTEMBER AND WHEN WE ASKED TO HAVE HIS NAME REMOVED FROM THE BILL YOUR CO. WAS GOING TO CHARGE ME FOR THAT PROCESS. 3) I WOULD LIKE FOR SOME ONE WHO IS READING THIS TO TELL ME WHAT KIND OF PEOPLE RUN THESE COMPANIES. IT MUST BE THE GOVERMENT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! VERY UNSATISFIED COUSTEMER....

I HAVE HAD MY DAUGHTER-IN-LAW CALL YOU BECAUSE I AM 102 AND WILL BE 103 ON oCT. 16TH AND I CANNOT HEAR OUT OF BOUTH MY EARS.
YOUR PHONE ARE ALWAYS BUSY, JUST KEEP RINGING OR A MACHINE JUST KEEPS TELLING YOU TO CALL DURRING BUSINESS HOURS WHICH WE ARE
DOING. SO NOW I WILL TELL YOU PEOPLE WHY I AM CALLING: 1) WE PAID THE BILL WHICH YOUR CO. CHARGED ME $228.11. NOW I GET ANOTHER BILL FOR $188.83 AND THEY BOTH SAY IT'S FOR THE SAME PERIOD. MAKE UP YOUR MINDS! 2) MY HUSBAND ROCCO MARZANO PAST AWAY ALMOST ONE YEAR AGO ON THE 13TH OF SEPTEMBER AND WHEN WE ASKED TO HAVE HIS NAME REMOVED FROM THE BILL YOUR CO. WAS GOING TO CHARGE ME FOR THAT PROCESS. 3) I WOULD LIKE FOR SOME ONE WHO IS READING THIS TO TELL ME WHAT KIND OF PEOPLE RUN THESE COMPANIES. IT MUST BE THE GOVERMENT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! VERY UNSATISFIED COUSTEMER....

About a month ago when SD Water transitioned to their new system I set up automatic payments. The site OK'd the payments. It shows my bill as being paid. But in the mail today I received a "Notice of payment returned by bank" saying I must pay the bill immediately by calling them and finding getting the closest payment center. I have been calling but I keep getting a busy signal. What a mess. This "transition" has been fraught with problems. Whoever is in charge of it should be fired. It is the most unprofessional error ridden transition I have ever seen.

Twice now the city of San Diego has shut off my water without any notice. I rent my house and the bill goes to the owner. I have no idea how much I owe or when it's due. Twice now when the owner has been out of town the bill didn't get paid and the city shut off the water without any notice and on top of that they did it on a Friday! Only I reside in the home so the bill wasn't even that high or that late to begin with. But on a Friday??? come on. That means they shut of water to a family residence for 4 days. You can't call to get it reconnected until Monday and then if you are lucky they will start service again on Tuesday. I can't imagine what a family of four would have to do in this situation. Both times there was no shut off notice left on the door otherwise I would have called them immediatly. Calling them to get it turned on the first time they were rude and condesending. No customer service skills. The only reason they can get away with this is because I can't choose another water company for my water. I have to use them so they treat people like crap.

, she apologized for the confusion (1st time), and eventually found the NOTICE to restore, ;) yet she couldn't remember either way; then, she talked to her supervisor,(and I did by chance also), said NO RESTORATION UNTIL PAYMENT IS RECEIVED.

4) I tried explaining my unique situation, however, I just got fazed, and all they kept About Oct 2010, the water dept came to shut off my service, I had totally forgot to pay the bill. I heard something outside and went to see. I told the worker, I would pay it immediately, he was nice as he did NOT shut it off, however I was charged for restoration. I called to dispute this charge. While waiting for a call back, December came, and I made the payment online as usual. I was SHUT-OFF again, and charged $55.00 more! Now these charges are $85.00, and they allow me to short pay the amount due, and telling me like 1000x you need to pay your bill in full, or you might be shut-off. I told them I was confident that some one would waive the fees, as before.

Meanwhile, Feb 2011 comes along, no call back from any supervisor from the water dept, and I just wasnt thinking abt them. I paid Feb's bill less the $85.00, on 2/11/11, and then, on 2/25/11, a FRIDAY NO LESS, the water dept came and did a shut-off, leaving the notice inside my screen door!

I called 3 times that day, each time asking for a supervisor, leaving messages and sent 18 emails. Finally, at 4:20pm, I spoke to a Supervisor, explained my unique situation,,,, at first she was stern like the others, and after my sob story, I guess, She told me she would do a "****" notice, (special word only water uses), and that "the fees were not going to be waived", I thanked her for her time, and reminded her that I wanted to speak to her supervisor. (4:32pm)

At about 5:30pm, I realized water was not on, so I called and reached the after hours Supervisor, and she indicated my account had no documentation of above said Notice to restore water,,,and that I needed to pay my bill in full.....(blah blah)

I had two conversations with the after hours supervisor, with no luck, but I did leave a message that I wanted to speak to her Supervisor, and that I probably was going all the way to the Mayor!

To my astonishment, our water was restored at approximately 10:30pm...I thought either the after hours Supervisor did something or the Notice had finally gone through.

That was exactly 3 weeks ago,,,,at about 10am 3/18/2011, I noticed we had no running water. There was no notice shoved down the screen door, or on the porch.

After my conversation (90min) with the water department today, this is what I learned:

1) San Diego Water Dept did not have any notice to restore water, and when they shut-off for non-payment (not my case), they monitor for usage, and found we had usuage, yes,,,for the past 3 weeks.

2) They sent someone out to check on the meter, and found that it was not locked, so they "locked" it, shut -off without any warning, notice, nada.

3) During my conversation with the Supervisor that was to issue the Notice to restoresaying is that they have it in writing, "its on your bill".

5) The Water dept must send employees, or at least Supervisors to a Training Seminar, and they kept repeating the same exact sentence about non-payment shut-off,

6) I have also sent the conversation of our emails, to that Supervisor, (18 emails), she stated that I did not reply to her email. (huh) so I added some items, questions, and we shall see if she replies, or fazes me. She did inform me that her reply on Monday, 02/28/11, to my (Fri--18 emails) super-ceded the (Fri) Notice to Restore, and that our water SHOULD NOT HAVE BEEN RESTORED. And I'm still waiting for her supervisor. (this is getting old) She did give me the Top Supervisor name & number, and @10:45 am I left him a detailed message. (its now 3:22 pm)

7) When I asked about the current shut-off notice, they already gave it to me, 3 weeks ago
.I must have repeated myself at least 9x, when I said, yes, but this is different, ( I see both sides,) she wouldn't admit anything, then I made a statement, and she said "no" and then, repeated it back, the same. I said, "That is what I just said" no reply.

I finally broke down and (under duress) paid the bill in full, and about 1:00pm the water was restored, yay!!

Then I jumped on the internet....I found a Memorandum, that pretty much blows the San Diego Water Department out of the water!! (lol)

It basically says CA LAW DOES N O T ALLOW ANY UTILITY COMPANY TO TERMINATE SERVICES, IF THERE IS A BILLING DISPUTE .=)

NOW MY LAST QUESTION, am I ever going to receive a call back, and what shall I do?

Sec. 10010. Termination of services:
Procedures

(a) No electrical, gas, heat, or water public
utility may terminate its service to a
residential dwelling on account of nonpayment
of a delinquent account unless the public
utility first gives notice of such delinquency
and impending termination, at least seven
calendar days prior to the proposed
termination, by first class mail addressed to
the customer to whom the service is billed.

(b) No such public utility shall effect
termination of service to a residential
dwelling for nonpayment during the pendency of
an investigation by the public utility of a
customer dispute or complaint.

, she apologized for the confusion (1st time), and eventually found the NOTICE to restore, ;) yet she couldn't remember either way; then, she talked to her supervisor,(and I did by chance also), said NO RESTORATION UNTIL PAYMENT IS RECEIVED.

4) I tried explaining my unique situation, however, I just got fazed, and all they kept About Oct 2010, the water dept came to shut off my service, I had totally forgot to pay the bill. I heard something outside and went to see. I told the worker, I would pay it immediately, he was nice as he did NOT shut it off, however I was charged for restoration. I called to dispute this charge. While waiting for a call back, December came, and I made the payment online as usual. I was SHUT-OFF again, and charged $55.00 more! Now these charges are $85.00, and they allow me to short pay the amount due, and telling me like 1000x you need to pay your bill in full, or you might be shut-off. I told them I was confident that some one would waive the fees, as before.

Meanwhile, Feb 2011 comes along, no call back from any supervisor from the water dept, and I just wasnt thinking abt them. I paid Feb's bill less the $85.00, on 2/11/11, and then, on 2/25/11, a FRIDAY NO LESS, the water dept came and did a shut-off, leaving the notice inside my screen door!

I called 3 times that day, each time asking for a supervisor, leaving messages and sent 18 emails. Finally, at 4:20pm, I spoke to a Supervisor, explained my unique situation,,,, at first she was stern like the others, and after my sob story, I guess, She told me she would do a "****" notice, (special word only water uses), and that "the fees were not going to be waived", I thanked her for her time, and reminded her that I wanted to speak to her supervisor. (4:32pm)

At about 5:30pm, I realized water was not on, so I called and reached the after hours Supervisor, and she indicated my account had no documentation of above said Notice to restore water,,,and that I needed to pay my bill in full.....(blah blah)

I had two conversations with the after hours supervisor, with no luck, but I did leave a message that I wanted to speak to her Supervisor, and that I probably was going all the way to the Mayor!

To my astonishment, our water was restored at approximately 10:30pm...I thought either the after hours Supervisor did something or the Notice had finally gone through.

That was exactly 3 weeks ago,,,,at about 10am 3/18/2011, I noticed we had no running water. There was no notice shoved down the screen door, or on the porch.

After my conversation (90min) with the water department today, this is what I learned:

1) San Diego Water Dept did not have any notice to restore water, and when they shut-off for non-payment (not my case), they monitor for usage, and found we had usuage, yes,,,for the past 3 weeks.

2) They sent someone out to check on the meter, and found that it was not locked, so they "locked" it, shut -off without any warning, notice, nada.

3) During my conversation with the Supervisor that was to issue the Notice to restoresaying is that they have it in writing, "its on your bill".

5) The Water dept must send employees, or at least Supervisors to a Training Seminar, and they kept repeating the same exact sentence about non-payment shut-off,

6) I have also sent the conversation of our emails, to that Supervisor, (18 emails), she stated that I did not reply to her email. (huh) so I added some items, questions, and we shall see if she replies, or fazes me. She did inform me that her reply on Monday, 02/28/11, to my (Fri--18 emails) super-ceded the (Fri) Notice to Restore, and that our water SHOULD NOT HAVE BEEN RESTORED. And I'm still waiting for her supervisor. (this is getting old) She did give me the Top Supervisor name & number, and @10:45 am I left him a detailed message. (its now 3:22 pm)

7) When I asked about the current shut-off notice, they already gave it to me, 3 weeks ago
.I must have repeated myself at least 9x, when I said, yes, but this is different, ( I see both sides,) she wouldn't admit anything, then I made a statement, and she said "no" and then, repeated it back, the same. I said, "That is what I just said" no reply.

I finally broke down and (under duress) paid the bill in full, and about 1:00pm the water was restored, yay!!

Then I jumped on the internet....I found a Memorandum, that pretty much blows the San Diego Water Department out of the water!! (lol)

It basically says CA LAW DOES N O T ALLOW ANY UTILITY COMPANY TO TERMINATE SERVICES, IF THERE IS A BILLING DISPUTE .=)

NOW MY LAST QUESTION, am I ever going to receive a call back, and what shall I do?

Sec. 10010. Termination of services:
Procedures

(a) No electrical, gas, heat, or water public
utility may terminate its service to a
residential dwelling on account of nonpayment
of a delinquent account unless the public
utility first gives notice of such delinquency
and impending termination, at least seven
calendar days prior to the proposed
termination, by first class mail addressed to
the customer to whom the service is billed.

(b) No such public utility shall effect
termination of service to a residential
dwelling for nonpayment during the pendency of
an investigation by the public utility of a
customer dispute or complaint.

My water service is set to be disconnected tomorrow. I mailed a check to pay it a few weeks back, however it was unfortunately (not deliberately) returned by my bank. In a state of panic, I called to try to qualify for a deferment, The representative tells me they have no such program and has no idea where I would get my information from... I tell her the Water Department's website. She insists I must be mistaken, however I am persistent. Finally, she pulls up my account and tells me that she now knows what program I am talking about, however that option is ONLY availble for a bill that is large, incurred from one cycle and definitively NOT for people who write bad checks....

Not that she showed any inclination toward being service oriented from the start of our call, but the moment she pulls up my account, she immediately advances her already impatient demeanor to one reserved for those customers of a less than desirable standing... She begins to speak in a rhythmn and tone that would suggest I may not be competent enough to understand what she is relaying to me... She is condescending, impatient, and treats me with a level of such disgust, as if I am a completely irresponsible deadbeat who does not understand the importance of paying one's bills and not sending bad checks (apparently I schemed to cheat the water company out of their money).... I was then told by this rather rude "customer service" respresentative that I have to pay $340 CASH by 5pm tomorrow or my service will be disconnected... They WILL NOT extrend the deadline until Friday (a 2 day reprieve), which I have explained is pay day, to rectify my account!

She has written me off; she does care that in reality I am an extremely hard working person struggling to stay afloat despite financial hardship (I am quite certain, I cannot be the ONLY person in this position)... She just wants to get me off of the phone.

I am a single mother of three children. I have crohn's disease and other health issues and my children also require monthly dctor visits and prescriptions. My ex-husband spent the last 5 years working fervently to destroy me financially. I am well educated and responsible. I work almost 50 hours per week trying to keep food on the table and a roof over my children's heads because my ex-husband has managed to get around the system (by leaving his hig paying job) and has yet to pay the ordered monthly support amount- or even come close. AS SUCH, I lost everything a year and a half ago and found myself in the position of being homeless and on public assistance; quite humiliating and almost impossible to recover from. I MIRACULOUSLY, with a lot of determination, pride and perserverence, re-gained employment and got back on my feet... however it is a slippery slope recovering from that kind of financial devastation. Despite safety nets I put in place, every month I continue to stay behind the 8-ball.... I cannot let my children go without their basic living, health and educational needs...

(Although it is supposed to be a 50% shared responsibilty for the care of my children it is not... and I go through the CCSS division just to collect the 15% of monthly support due, when they can manage to extract from his Unemployment... The Sytem is so inundated and backed up that, they are completely useless in effectively enforcing that support orders are upheld.~ Trying to go that route for assistance is an exercise in futility and does not help in managing monthly finances.)

Despite all of the above stated (plus more, which is really too much to delve into here), The San Diego Water company tells me there are absolutely no available options (surprising considering the severity of the economic crisis in California) for customers facing financial hardship. I am told it's a bit late in the game, but try to call 211. I call 211 to find out there are NO programs with funds available for water at this time. I am just out of luck.

I WANT to work with the San Diego Water Company... I WANT to pay my bill.... I am unable to by 5pm tomorrow, but I can by 5pm Friday....Regardless, The San Diego Water Company iholds firm on their position: if not paid in cash and reported by 5pm tomorrow it will be shut off Thursday, at which point I will have to pay a $30 reconnection fee plus and additional $25 service fee... ALL CHARGED TO PERSONS FACING FINANCIAL HARDSHIP?!....If I do not have water CCPS can and will take my children... yet there is no alternative option for water service in Southern California....How is this allowed to happen?!?!?!?!?! How are these practices even legal?!

Sincerely,
Frustrated

The water dept did not read my meter for 6 months as they thought my water was shut off. Once they did bill me(after I called asking where was my bill) it was for over $500. I could not pay at once and no payment plan was offered. Account cycled to collections with the City treasurer and I just received a bill from the water dept for the next 6 month period. The bill is now over $1600 and they took the meter out and would not replace the meter until I paid in full. I argued for them to allow me to pay what the bill said was past due $800 and make arrangements on current charges $800 and they declined payments stating payment arrangements are only given to those who receive a high bill due to unusual circumstances. Them not billing me is pretty unusual. They then said, unusual as in having a water leak. They are rude. Not knowledgeable at all. Inconsistent with information. I have reason to believe they have been estimating my usage for at least the past year but they took my meter and when it was replaced it was with a new one so I cannot prove it. I do however have the meter # for my old meter. Maybe you all can have better luck obtaining the meter?

the charge for period from 10/2009-4/2010 58 HCFs
the charge for period from 4/2010-10/2010 187 HCFs

same amount of days but 3 times the amount of water.
My theory. To produce a bill in 10/2010 after not reading my meter for 6 months. They looked at my last billing period and saw 58 hcfs. Didn't notice the billing period was for the equivalent of 3 60 day billing cycles and assumed it was for a usual 60 day billing cycle and they tippled it. It is the only thing that makes sense because I do not have a leak. I have a new meter as of 10/29 and in one week we have used only 2 HCFs.

My meter has had a broken knob for over a year. The water dept has been aware of this since 10/2009 but has neglected to fix it. When I call the water dept at 515-3500 the supervisor tells me that meters do not have knobs, they have ears and that my meter is fine and that water can be shut off if needed. I took a picture of the meter to the meter shop at the City of SD water dept in Chollas. They said yes, there is a knob and according to the picture mine is broken and the water cannot be shut off.

I received a shut off notice if not paid by the 25th. I paid online via their city of SD. The notice said if you pay a 3rd party to call and notify them that you made the payment. I paid on their website. 5 days later a gentleman from the water dept. came out and shut off my water. I had paid in full prior to the shut off date and had the print out of the confirmation page. I showed this to him and he said he understood but I needed to call the billing dept to discuss. I called them imediately and explained I paid my bill so why are they shutting my water off. It was explained that because I didn't call and tell them I had paid. I told them I paid them directly! Why did I need to call and tell them I paid them? They sent the guy back out and my water was turned back on the same day but they refused to reverse the $30 shut off charge they applied to my account for them sending him out in the first place. unbelievable.

I was reviewing my water bill and saw a discrepancy with my sewer charge based on the wastewater rates posted at the city of SD website (http://www.sandiego.gov/mwwd/residential/rates/singlefamily.shtml).
I called the water department and they explained that the numbers on the website were wrong. He was going to report it to his manager right away.

The rates that were posted for 5/1/2010 were
Base Sewer fee $ 30.66
Sewer (rate per HCF*) $ 3.5983

He said they should be
Base Sewer fee $ 32.56
Sewer (rate per HCF*) $ 3.8211

It would be nice to ensure that 1) these are correct and 2) the website is updated in a timely manner.

BTW, No issues with the customer service rep. He was courteous and acted in a professional manner.

I've missed the payment accidently and got a noticed on the service shutdown, I then go directly to water department website and made the payment. In the note, it's indicated that if i paid thru an authorized agency then i have to call the serivce to notify the payment being made, but since i paid it directly so i thought i don't have to call and at the result, our water was shut down. I then called the water department at 3:55pm and the lady told me that she'll need to put in the ticket before 4pm so there will be a good chance the service will be restored before 5pm, and she did put in the request. At almost 5pm, i tried to call the service again and a different lady told me that there is no way our service will be restore till the next day since the field service people is left at 4:30pm, what is an inconsistency.

I then wait for the next day in hoping to have a service restore in the morning, but nothing happend. I called in around again and a new agent told me that usually the field service people will come in the office first to get the order and won't be on the field till at least 10am, but since i put in the request a day early so i'm still hoping the serive will be restore soon .....so much for the hope

I wait till almost 3:00pm (23 hours have been passed) and the water is still off, i'm really frustated since we have a new born baby at home and no water for 23 hrs ( i did mention this to all of the agent that i talk with but they said they cannot do anything ), then i called in again and this time a new agent did a little better job by checking to make sure the request went thru but again cannot do anything. I did ask her what can i do if after 4pm the service is still not on, she told me to call back at that time and she'll radio the service people. This indicate that there is a way to contact the field service people but all the agent that i talk with told me that they cannot contact them (except for the last agent)

I hope that they can make thing better for the customer like us. I'll wait for another hour to see if our water is back, if not, i really don't know what to do since calling customer service doesn't help at all.

We have cut water use in the winter months of Nov. thru Apr. of 14 acf to 9 acf but are being charged 64.75 up from an ave. of 43.60 last year in those mentioned months of Nov. thru Apr. We cut usage in the monitoring months for future sewer rates and believe the new charge is much too high.