Customer ReviewsforWater Utility Management Company, LLC

They are attempting to extort as much money as possible I received an absurdly large bill for 2 months. So did many of my neighbors. None of us have any leaks or any reason why there should be two months in a row huge bills then back down to normal *********** after this. And of course If we don't pay we get shut off. They ignore requests to investigate this, including rereading the meter. They also refuse to respond. These people need to be shut down.

Unable to locate account under the complainant's name, please contact our customer service team to ensure we review your water account concerns.

This company is a complete joke, they approach you without any notification at all and demand money like terrorist! I've dealt with ***** the whole time and of for a meter that's a total safety concern. When they come unannounced I feel bullied and threaten! ***** needs to be replaced immediately and the unannounced fleet needs to stop along with the dangerous meter they try to pass off because they are too lazy to read the meter! I wish I could post the picture of what they yet have fixed. Totally unprofessional from the beginning and have yet to replace this safety concern and are continually trying to pass off these dangerous meters!

Please be advised that it appears we do not service this customer based on the name of the technician that was provided and the email.

On Oct. 5, I mailed my water bill for $95 to WUM (Water Utility Management.) I don't know if the payment got to them late, or the service they use to process the payments hadn't applied it to my account in time but on Oct. 24, my water service was shut off. That day, Oct. 24, I used the phone payment service to bring my account up to date, owing a $0 balance, then contacted my bank to stop payment on the check, which cost me an addition $30. So far I'm $200 bringing my account up to date and having my water service turned back on. TODAY - I have an employee from WUM tell me they were about to shut off my water for a returned check. I contacted WUM and spoke to a customer service representative (***.) The *** said my account showed I have a $0 balance but my service was being cut off to what amounted to a $35 returned check fee - the same check I sent with my bill on Oct. 5, and canceled because I paid my account in full over the phone - using my debit card - to have my water service turned back on. I don't really know what happened to the original payment and why it wasn't processed on time but because they have a 'policy' of charging a $35 returned check fee to the account, it requires them to shut off my water service - even though I'm current on my account.

The complainant was informed that at the time of suspension payment was not received, approximately2 weeks later check payment was processed and submitted to the bank, we received notification that payment was stopped which initiated a processing fee. ******** was informed that his regular billing was process along with the ***** returned item fee bringing his balance to ******. no services were interrupted.

The business' comment is factually untrue. I can show where I received an interruption of service for non-payment notice on October 12th; then paid the bill, plus the reconnection fee, plus the phone payment utility fee on October 24th. Services WERE interrupted and re-connected on 11/24. I have a statement copied from my *** account profile where my account showed I owed no overdue balance - the next cycle service payment due 12/06. I can show where *** sent a notice of the $35 Returned Check Fee on 11/14/2023. I received the *** notice on 11/20/2023. I spoke with *** and *** Manager on 11/16/2023 about why my service was being suspended. The *** stated my account was current, and the $35 was assessed b/c of the canceled check yet they couldn't explain why my service was being suspended when my account was current. I really don't know how the BBB rates this company as 'A+', I guess *** pays a premium for membership in the BBB. Anyways, my initial issue was getting assessed a $35 return check fee for a payment I made - which was processed an entire month AFTER I mailed it to a LOCAL address. I was told *** was shutting off my water for the $35 return check fee for a payment I made for the LAST billing cycle. I know it was for the last billing cycle because I put the bills paystub with the payment when I mailed it OCT. 5th. The **************** Manager said the check was received NOV. 6th, processed on NOV. 8th, and was applied to the CURRENT billing cycle (NOV/DEC) - a bill I hadn't yet received. They were trying to apply the payment from the LAST billing cycle - after I'd paid it using their phone service - to the CURRENT billing cycle, and somehow the check (physical document) from the last billing cycle 'just appeared.' Apparently, after talking to the **************** Manager, I was supposed to let a check I'd written last month to pay for the prior billing cycle - which hadn't been applied to my account and I didn't know what happened to it - to remain negotiable until it was cashed by someone. In my opinion, they know there is OR was a problem with their billing software and most likely this has happened more than once. Instead of admitting their mistake, the company is pushing the cost on the customers. The problem is their accounting of payments and applying it correctly to the accounts as they're due. I'm relatively sure the *** will respond with a pre-scripted, standard written response to say how this problem has been resolved. My resolution to this problem, from now on - my payments will be sent Certified Mail. There will be a chain of custody from the time it's mailed to the time it's received. Someone at *** will have to sign for it because apparently I can't trust their receipt of payments process. ALSO, the payment sent certified mail can be tracked - so if it's an issue with delivery with the *************** I'll know. I sent the payment for Nov/Dec Certified Mail. I mailed it on Nov. 24, it was received on Nov. 28th, and deposited into ***'s account on Nov. 28th.

Water Utility Management has received this update from complainant and no further actions are taken.

I have lived in this area 20 years. Not one bill late over the 20 years and always paid on time. The customer service is awful and when asked why notice wasn't given before termination , I was asked why I didn't call them. That is the most preposterous thing I have ever heard. I received almost double the amount of my bill, they sent somebody out, but I had already paid my regular amount, but also they switched meters and still told me after adjustment I owed money. Didn't give notice of suspension fee before termination, just cut my water off with my 6 year with autism here and unable to groom before school. Oh and did I mention that I paid my bill. The last few bucks that I was told about after the new meter and review was sent. I had to pay an additional ****** before I could get water. This is a classic example of we do it because we can

Upon reviewing the account, our notes indicate several attempts were made via phone to alert customer due date prior to penalty being access. We also notified customer on 10/25/2023 of balance after adjustment was given to ensure payment was made prior to cut off date.

They came yesterday at 3:00 and cut off my elderly neighbors water and told her that in order to have it turned back on she needs to pay $3,000. This is a woman who is on fixed income.

We are unable to discuss customers' accounts with an outside party, It is suggested that the customer contact us via phone to assist her in this matter.

Over the years since WUM became my provider prices kept going up. Example: in 2022 water increased from $44 basic to $48 for two months. Water rates went up from $.20 to $.50 per thousand gals. Now this year 2023 water is $52 basic and, again, rate increased from $.20 to $.50 per thousand gals. They, or should I say **************, continues to say it's due to operating and infrastructure costs. My water flow, taste, etc. hasn't changed for the last 30 yrs. So where is all that money going to. ***** has little, if any, concern for the customers and how these increases affect them. Inflation is no excuse especially when prices have continued rising approximately every 16 months since being a customer. Have a good idea who's lining their pocket. This is what happens when a privately owned company has a monopoly over citizens.

We are sorry to hear that ******************** is unhappy with our 2023 rate increase. Water Utility Management takes rate increases seriously. Unfortunately, an increase in operating costs for water and essential infrastructure updates throughout the last two years necessitated an increase in our water rates. We continue to maintain and enhance our systems infrastructure to provide the highest quality water to our customers.

Our water was out yesterday evening and when we called the after hours number the phone went straight to a busy signal. We also looked at the interactive map and it showed my area as normal operation. No idea when water was restored. This evening we are experiencing the same issue. Having to take my whole family to friends and family each evening multiple times is unacceptable.

We totally understand the frustrations with the multiple nights of water service issues. The issues were related to storm damage from a power service issue to the well. ******** EMC was contacted and repaired the issue in the early morning of 5/19.We followed up on the phone issues as well. Not sure what happened at that moment, but we have checked the system and verified that it is working. We plan to review the system tonight and over the weekend just to verify.We apologize again for the issues with service but have addressed them. We appreciate the communications and thanks for being our customer.

Horrible, unprofessional company. My local water company was purchased by this company. They attempted to extort money that they thought I owed from my local company with the threat of suspension. I had overpaid and my last bill was for $20 due to a credit on my account. Water Utility Management admitted on a recorded conversation that they assumed I didn't just owe $20 but somehow the 1 in front was left off and they added it to make my account be in arrears. When I received a detailed billing account from my local company that showed my account had a $0 balance when transferred over, instead of an apology for their poorly executed transfer of accounts, I received another suspension notice for $15 late fee! When calling I continously hold for 30 min and then get disconnected. What a unwise approach to new customers.

We are working with this customer and the owner of the system we purchased to find the resolution to the matter. We will waive fees in order to provide resolution.

Our ************* Manager has been in contact with **************** and the issue has been resolved. We have located the payment in question with support from the seller and fees have been reversed.

Holy c*** at the bad reviews!!! This will be my second review. The first is customer service, well they ****. This one, well it's customer service and their site. I have been trying to add my account (because they've changed their site yet again) and it keeps telling me that it cannot confirm account because the numbers of the account and/or dollar amount don't match. BS, I know my account number and what I paid last on my last bill. So I called, and this is where the customer "service" comes in. When I call it sends me to a voicemail!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I am so sick of this company I could scream!!....WUM, don't come back saying "We apologize for your frustration.....", it's like throwing the hotdog down the hallway, it won't satisfy me.

We have communicated with the customer and resolved her access to our new portal.

It is impossible to pay your bill with this company. The website is horrendous and never works properly, and when you call, the representative (if someone actually answers) refuses to take payment over the phone. Hence, making it impossible to pay your bill. It almost seems they are trying to incur late fees. They also never send bills in the mail and because they have a weird billing period (it's not once a month) it's impossible to know when the bill is due. They shut off the water to a friend of mine( she's 85 years old and has ALWAYS paid her bills) because she was unknowingly, 3 months late. She never received one bill, one call, or one late notice. That's absolutely unacceptable. Not to mention, the cost is ridiculous and we have no other options to go with which allows them to name their price. Unfortunately, there is not much good to say about this company.

I have reached out to the customer to take care of her issues. We have a new portal to support her issues.