ComplaintsforEPCOR Water

• Initial Complaint

  03/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I have tried to cancel our service. Our account is not recognized and they will not return our credit.

  

  Business response

  04/08/2022

  Good afternoon, 

  We are sorry to hear that you experienced trouble in getting your services stopped. We are happy to look into this for you, however we are unable to locate your account with the information supplied. If you will please reach out to us at *************************************************** with the account name and service address we can research this matter further and provide some resolution. 

  Thank you, 

  EPCOR Customer Care 

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I have several rental properties in *************. These properties, for the most part, are rented seasonally for 4-6 months a year and we pay the utility bills and include it in the rent. Recently, we had a tenant who moved into one of our properties on Jan, 1st notify us that an employee from Epcor stopped by to inform her that the water was going to be shut off that day.. She asked that this not happen until she could contact us since we pay the water bills for this property. We contacted Epcor and they indicated that this matter would be straightened out and we'd be billed later for the Jan. usage. This property was previously occupied by a tenant from mid April until early Aug. He signed a year's lease and was paying his own utility bills. He had to depart early due to medical issues and turned off water service in mid Aug. . From that shutoff time forward, around August 11, 2021, we did not have a tenant in the property nor were we expecting one until *******, 2022. Upon checking the property after his departure, we observed that the water and electricity were both turned off. He left an unwashed load of sheets and towels in the washing machine which I washed at my home.. My husband called to resume service in late December so that we could clean the home prior to the new tenants arrival in *******. Needless to say, to receive a shut off notice message from a tenant shortly after occupancy in mid Jan. came as quite a shock.. My husband called Epcor and was told that the water would remain on since there was some mistake regarding a shutoff notice.As of today, we have not received a water **** for ******* ******** Upon contacting Epcor we were told that after the prior tenant shut down his service, the water was somehow left on, and we were responsible for Aug thru ************ even though we had not requested new service until late Dec.. We owe Epcor for Jan. 2022 until the present date, and not for 6 mos. ********

  

  Business response

  02/22/2022

  Good afternoon, 

  As **************** mentions in her complaint, she and her husband have several rental properties that are serviced by EPCOR. We have been unable to determine which of these properties she is referencing in her complaint, and although we have reached out to her and asked her to provide additional details so that we may research this issue further, she has not yet responded to us. 

  We will be happy to research the matter further once she provides the property address or account number of the account in question. 

  Thank you, 

  ***********************

  Manager, Customer Care

   

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/5/2021 Once a week in the mornings from about 4:00-8am for the past 2 months our water pressure is so low it takes 20 mins to fill the tub. There isnt enough water to even shower, which makes it difficult to get ready for work and school. If we flush the toilet the spout becomes a drip where we cant even brush our teeth. The water pressure does return around 8 am. We live in ******* Ranch. We have been consistently current in paying our bills. We are not the only residents experiencing this frustration. It has been ongoing and not right!! I will be making a complaint every time this happens from here on out so that this is documented and something can be done to solve the problem. I do have video showing the handles turned in full position with little water trickling out. Thank you!

  

  Business response

  11/08/2021

  November 8, 2021
  Better Business Bureau
  Complaint #******** ***************************
  
  Hello,
  
  EPCOR is in receipt of BBB Complaint #******** dated November 5, 2021. In the complaint, ****************** states she is experiencing low pressure at her home from 4:00 8:00am. Please find our response to her concerns below.
  
  Once a week from about 4:00 am 8:00 am the water pressure is very low. This has been happening for a few months now. On November 8, 2021, EPCORs Operations team conducted a full valve sweep of the area and found a partially closed isolation valve adjacent to Ms. ******** property which was causing the low pressure in the mornings. Once found, the valve was opened and is now operational.****************** was informed of what our teams found and EPCOR will continue to monitor the pressures in the area and follow-up as needed.
  
  We hope this information is helpful; should you have additional questions or concerns, please contact me at *************************************
  
  Sincerely,
  ***********************
  Manager, *************

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I set up water servive for my address. It was confirmed by EPCOR to start 8/23/2021. My service was abruptly turned off 9/29. I called EPCOR to see why and they said the account was never activated. They sent no notice of this to me, in fact no communication was ever recieved. No bills, no email, phone calls, nothing. I had to restart my account and pay another charge to set it up. Now I must wait at least a day until they can turn on my meter again. So now no one in my house will have access to drinking or bathing water until that time, a health issue. Again, this was never communicated to me which could have prevented the health issue and double charge.

  

  Business response

  10/04/2021

  Hello,
  
  EPCOR is in receipt of BBB Complaint #******** dated September 29, 2021. In the complaint, Mr. **** states he requested service to start on August 23, 2021 and it was unexpectedly disconnected on September 29, 2021. Please find our response to his concerns below.
  
  A request to start service was submitted to EPCOR. We apologize for the inconvenience EPCOR took the ************************ legacy systems offline (where his request was submitted) on August 11, 2021 as we transitioned all former ************************ customers into EPCORs account management system. After August 23, 2021, all customer data was housed in *********************** account management system. During that offline period, all requests had to be worked manually and we apologize that Mr. ****s request was not entered into our system.
  
  Services were terminated unexpectedly on September 29.
  EPCOR received a request on September 27 to disconnect service from the prior account holder, which was completed on September 29. Unfortunately, at that time the water was shut-off at the curb stop which terminated service to the home. Our records show that services were restored the morning of the 30th.Again, we apologize for the inconvenience and we have waived the establishment charge that is normally applied to new service due to the inconvenience Mr. **** experienced.
  
  We hope this information is helpful; should you have additional questions or concerns,please contact us at ***************************************************. 

  EPCOR Customer Care

• Initial Complaint

  09/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Epcor took over water services from ************************. They deactivated my automatic payment in July without warning. They then started to send out **** with the *********** phone number that automatically places you on hold for 15 min and then hangs up on you. You do not have the option of getting to a human. The website is just as bad. It does not recognize any login info. It will not allow you to create an account to make a payment. I have been calling and trying to log in every week since mid July. I have emailed them at ***************************************************, but still nothing. They list 24/7 available hours. This is a lie.

  

  Business response

  10/04/2021

  Hello,
  
  EPCOR is in receipt of BBB Complaint #******** dated September 27, 2021. In the complaint, ********************** states he is unable to reach EPCOR to discuss his account. Please find our response to his concerns below.
  
  Unable to reach anyone the phone.
  We appreciate your frustration and we promise you, this is not what you can expect from EPCORs account management system moving forward.
  Our phone system, which we contract with a third party to operate, experienced a Ransomware attack right after our San Tan customers were integrated into the EPCOR account management system and is an unfortunate coincidence and unrelated. We immediately disconnected our account management system from our phone system vendor and this created incredibly long hold times for those attempting to reach an agent. We had a full team working to resolve the issue as quickly as possible and I am pleased to say that services have since been fully restored.
  
  The EPCOR website does not recognize the old ************************ account information.
  EPCOR provided customers several notices and held three virtual meetings for customers over the last five months regarding the changes to EPCORs account management system, the need for new EPCOR account numbers,and that for the safety and security of our customers financial information, auto-pay information would not be transferred over to EPCORs account portal and they would need to set up payment options through the new account portal. Our records show that ********************** has now created an online profile through the new account management system and has initiated auto-pay for future payments.
  
  We hope this information is helpful; should you have additional questions or concerns,please contact us at ***************************************************. 

  EPCOR Customer Care

• Initial Complaint

  09/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Does anyone work for this company? NO ONE will answer the phone to help fix anything. balance forward from ******* ****** paid that amount on 8-30-2021 now we have two bills with a 9-1-2021 ****** and 9-15-2021 of 17`1.36 ....... 14 days apart two BILLS?????? account *******

  

  Business response

  10/04/2021

  EPCOR is in receipt of BBB Complaint #******** dated September 25, 2021. In the complaint, ****************** states she is unable to reach EPCOR to discuss her account. Please find our response to her concerns below.
  
  No one will answer the phone.
  We appreciate your frustration and we promise you, this is not what you can expect from EPCORs account management system moving forward.
  Our phone system, which we contract with a third party to operate, experienced a Ransomware attack right after our San Tan customers were integrated into the EPCOR account management system and is an unfortunate coincidence and unrelated. We immediately disconnected our account management system from our phone system vendor and this created incredibly long hold times for those attempting to reach an agent. We had a full team working to resolve the issue as quickly as possible and I am pleased to say that services have since been fully restored.
  
  The balance brought forward from ************************ is incorrect.
  Our records show that your payment for the balance brought forward was applied effective August 30. The transition of our San Tan customers into EPCORs account management system in late August created a slight delay in the August bills.
  
  Your September 1 **** is for usage from 7/9/2021 8/10/2021
  Your September 15 **** is for usage from 8/10/2021 9/13/2021
  
  With EPCOR, you can expect to receive your statements about ***** days earlier than you did in the past. Because of the transition to the new system, we wanted to be sure customers had enough time to get used to the new payment methods available to them. Although none of your charges are due until your October due date, you are welcome to pay any or all amounts due any time before the due date. You can expect to receive your October billing statement sometime in mid-October.
  
  We hope this information is helpful; should you have additional questions or concerns,please contact us at ***************************************************. 

  EPCOR Customer Care

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received my first statement from Epcor Water Company in Queen Creek, AZ. My statement reads that I owe $128.10 Due on 10/15/2021. I tried to pay my August hill several times in August but ******* ***** water company closed and it would roll you over to Epcor but the system wasn't working. I called Epcor to pay my first invoice of $128.10 due 10/15 but it stated I owed $201.77. I sat on hold for 45 minutes and the woman I spoke to could not explain why I owed the $201.77. She just kept stating that the balance rolled over from J****** *****. I tried to pay the $201.77 because it was stating on line that I was 3 payments behind. August of $63.21 and 2 payments for September 9/1 : 69.24 and 9/15: $74.00. I have no idea I could have 2 water bills for the month of September. Unless they are charging me for October water????? I tried to pay over the phone and it kept telling me that my CVVC # was wrong. I'm frustrated and I can't get any explanation as to why my bill is so large??

  

  Business response

  09/27/2021

  Hello,
  
  EPCOR is in receipt of BBB Complaint #******** dated September 17, 2021. In the complaint, Ms. ******** states she received two bills for September. Please find our response to her concerns below.
  
  I’ve received two bills for September and don’t understand why my bill is so large.

  
  The transition of our San Tan customers into EPCOR’s account management system in late August created a slight delay in the August bills.
  
  The bill dated September 1 is for usage from 7/9/2021 – 8/10/2021 and included any balance forward from the old ******* Utilities legacy system
  The bill dated September 15 is for usage from 8/10/2021 – 9/13/2021
  
  With EPCOR, customers can expect to receive statements about 10-14 days earlier than they did in the past, although their due date hasn’t changed. Because of the transition to the new system, we wanted to be sure customers had enough time to get used to the new payment methods available to them. Although none of the charges are due until an October due date – to include any balance forward brought over from the transition, customers are welcome to pay any or all amounts due any time before the due date. Additionally, we see that Ms. ******** was able to make a full payment on September 20. She can expect her next bill to arrive in October with a November due date.
  
  We hope this information is helpful; should you have additional questions or concerns, please contact us at ****************m.  
  
  Sincerely,
  *** ********
  Manager, Customer Care

• Initial Complaint

  09/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date: 9/15/2021 EPCOR shut-off water service to my residence. I recently purchased this property and had reached out several times regarding transferring the service to my name. - 9/7/21: Tried to call their customer service lines but phones system was down - this was also posted on their website and confirmed via phone conference with their manager today (9/15/21). - 9/7/21: Sent an email saying that I needed to transfer service. No response. - 9/13/21: Sent follow-up email saying I needed to transfer service. Received a generic response to call the customer service line. - 9/13/21: Received a phone call from a restricted number, I could not answer. They left a VM. - 9/13/21: Called back & was kept on hold for 25 minutes. - 9/13/21: Sent another email. No response. - 9/15/21: Water service was shut-off with no notice/no knowledge. Called the customer service number to report an outage - that extension immediately hangs up the phone. Emailed & called & visted their office.

  

  Business response

  09/22/2021

  Hello,
  
  EPCOR is in receipt of BBB Complaint #15871250 dated September 16, 2021. In the complaint, Mr. ****** states he attempted to transfer service into his name and because he was unable to get through to EPCOR, services were disconnected before they could be transferred to his name. Please find our response to his concerns below.
  
  Attempted to call EPCOR several times to set up service and phone lines were down, unable to get through and water service was disconnected before it could be transferred into his name. First and foremost, I’d like to say we are deeply sorry for the inconvenience this has caused. Unfortunately, our third-party vendor that provides and operates EPCOR USA’s telephone services suffered a ransomware attack August 18, and phone services were operating below normal capacity for several weeks after, to include the period Mr. ****** was attempting to reach us. In addition, our local offices have remained closed during the pandemic for the health and safety of our customers and employees, so going in to an office wasn’t an option either.
  I do see that Mr. ******’s account is now set up and services have been started. Again, we apologize for this massive inconvenience and look forward to providing the level of service Mr. ****** expects and deserves.
  
  We hope this information is helpful; should you have additional questions or concerns, please contact us at ****************** 

  *** ********

  Manager, EPCOR Customer Care

• Initial Complaint

  09/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Idiots!!! These people have a monopoly and I can't change providers and they know it!! They have so thoroughly screwed up my account I can no longer log in to pay my ****. They also do not answer the phone so I am locked out of my gas **** account. My E-mail address is also not recognized so I have no way to reset anything. Oh and without telling me why they also changed my account number so my old one no longer exists.Can you please light a fire under these morons and start a customer service line that is answered by a real human and not that worthless automated phone system that will NEVER transfer you to a human !

  

  Business response

  09/13/2021

  Hello,
  
  EPCORis in receipt of BBB Complaint #******** dated September 12, 2021. In thecomplaint, ************** states he is unable to pay his **** because he can nolonger access his online portal. Please find our response to his concernsbelow.
  
  Myaccount number was changed and I am unable to access my online account.  On August 23, 2021, EPCORs ********* customerstransitioned into EPCORs customer account system after years of being housedunder the previous owners legacy billing systems. Over the last several monthswe have prepared customers for the transition with various notices, and in Julya New Customer Onboarding notice went out to all of EPCORs ***** Gascustomers detailing the changes they could expect which is included in thisresponse.
  Toensure ************** can successfully manage his account and payments online, amember of our team will reach out to his directly.
  
  We hope thisinformation is helpful; should you have additional questions or concerns,please contact us at ******************************************************. 
  
  Sincerely,
  EPCOR Customer Care 

• Initial Complaint

  09/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  sent us a **** that exceeded our shut off date. we sold our home and issued shut off on or before the 20th of august. our **** states til the 30th of august. **** wife tried to contact epcor to resolve and got hung up on , then on call back , got put on hold for 35 min only to be hung up on at time of ring tone came back. expect more from a big corp like this. now i called and got ring s then please hold , then as like my wife , at time of ring tone coming on and someone says hello, hang up and no call back or any other of communication via email or return phone call. want this resolved and some comp for the hour of our day wasted trying to correct there mistake.

  

  Business response

  09/13/2021

  Hello,
  
  EPCORis in receipt of BBB Complaint #******** dated September 3, 2021. In thecomplaint, ****************** states he requested his service be disconnected onAugust 20, 2021 but was charged until August 30, 2021. Please find our responseto her concerns below.
  
  Theservice disconnection should have been scheduled for August 20, 2021. OnAugust 18, Faneuil, EPCORs phoneservice and dispatch provider, experienced a Ransomware attack. EPCOR USA tookimmediate action by disconnecting all connections between Faneuil and EPCORscustomer account systems. While there is no indication that any customer informationwas compromised, we took a conservative approach which in turn prevented usfrom viewing any upcoming service orders. EPCOR gained system access again atthe end of August, at which time we proceeded to complete the service orders inthe system.
  Becausethe **************** disconnection fell during the time while EPCOR wasoffline, we were unable to get a closing read until 10 days after theirrequested end date. We have since credited their account for those 10 days. Weapologize for any inconvenience this may have caused.
  
  We hope thisinformation is helpful; should you have additional questions or concerns,please contact us at ****************************************************
  
  EPCOR *************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩