Complaints
This profile includes complaints for EPCOR Water's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 23 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:04/15/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to contact Epcor regarding my account for several weeks now. I had called multiple times and was told adjustments would be made on my account and it never happened. Now in trying to contact the company (finally received an email back on 4/15) I was told no adjustments would be made. Situation: I had someone out to do an emergency service call on the 15th of March due to water coming from my meter and flooding the street in front of my house. The ********** informed me that they had installed a new meter (end of January, consequently the same time my bill/consumption changed) and done it incorrectly. He removed the meter and added new gaskets and other parts, stopping the leak. He said I needed to call and ask for my account (billing period 1/17-2/17 and billing period 2/18-3/17) be adjusted due to the malfunctioning meter and leak. I did this and was told multiple times someone would call me back, that never happened. In the email I received the company said they are denying my account adjustment because another ********** came out on the 28th and made a note about my irrigation not working properly. Even if that is the case, the first ********** confirmed my meter was not working and made repairs to correct it, as evidenced by the flooding from the meter in front of my house.Business Response
Date: 04/29/2025
April 29, 2025
Better Business Bureau Complaint #********
Hello,
EPCOR is in receipt of BBB Complaint #******** dated April 15, 2025. In the complaint, Ms. ******** has concerns about water usage at her residence. Please find our response to her concerns below.
I had called multiple times and was told adjustments would be made on my account and it never happened.
On 1/28/25 the meter at Ms. ********* residence was replaced due to a bad dial. On 3/15/25 a gasket on the meter was replaced due to a leak on EPCORs side of the meter. The water was leaking prior to running through and registering usage on the meter. On 3/28/25 a data log was ran due to high usage. The data log showed high daily usage up to 3/28/25.The EPCOR Technician noted that the meter was spinning at the time of the visit and stopped when the irrigation was shut off, indicating a leak in the irrigation system, which was explained to Ms. ********* On 4/14/25 an EPCOR Conservation Team Member explained to Ms. ******** that once she repairs the irrigation leak a courtesy credit would be considered for the higher than normal usage.
We hope this information is helpful; should you have additional questions or concerns, please contact me at ****************************************************
Sincerely,
*** ******** Manager, *************Customer Answer
Date: 04/29/2025
The technician was incorrect as there was nothing wrong with my irrigation. I had a company out to check it, and they found it working as it should be. No repairs were made and it has been on since the EPCOR tech was out. The issue was with the meter. Thanks.Initial Complaint
Date:04/15/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was a customer of **********************, and I am disputing the ongoing charges for monthly services that appeared on my bill starting in October 2024. I did not request a service reconnection, nor did I authorized any reconnection. My service should have never been reconnected. The utility has not proved proof of my authorization.I have contacted the utility to resolve the matter but the charges remain unresolved. I request that the *** investigate this issue and require the utility to reverse the improper monthly charges. I called the week of the 5th of August to notify EPCOR to disconnect our sewer service on the weekend of August 10/11th and I was informed by an EPCOR representative that I couldn't disconnect until Monday August 12th, which I then authorized. I moved out of state on August 9, 2024. I received a final bill that was dated August 15th that was due on September 25th for $75.85 for the month of July ($46.44) and the pro-rated rate for August ($29.41) (July 24th - August 12th) which I paid via bill pay on August 23rd in full. At that point we had moved out of state and my wastewater service was disconnected. I was blind sided with a new bill dated October 25th for $29.71 because services were reactivated October 21st without my authorization. It contained a separate letter about the *** Rule on Sewer R14-2-601 & ******************************************************************************* August 2024. As of April 2025, and after several phone calls, they refuse to remove the charges and told me my next step was to file my complaint with the ***. I offered to reactivate the service if they removed all the charges from the unauthorized reactivation date in August 2024 to present and they declined. Please let me know if you need additional information and/or documentation to resolve this matter.Business Response
Date: 04/29/2025
April 29, 2025
Better Business Bureau Complaint #********
Hello,
EPCOR is in receipt of BBB Complaint #******** dated April 17, 2025. In the complaint, Mr. ****** has concerns about his wastewater only account. Please find our response to his concerns below.
I am disputing the ongoing charges for monthly services that appeared on my bill starting in October 2024.
In October, 2024 a letter was mailed to Mr. ****** explaining that he was identified as the homeowner of a property in EPCORs wastewater only service area and that per ACC rule (ACC Rule on Sewer R14-2-601 &608 D) the homeowner is responsible to maintain an open and active account at the property regardless of vacancy. On 10/21/24 Mr.Webbers account was reopened by EPCOR. On 4/18/25 an EPCOR ************* Specialist called and spoke to Mr. ******* explaining the rules. Mr. ****** understood however disagreed with the rule and requested to credit the fees as he is selling the house. The EPCOR ************* Specialist explained that the charges for the wastewater stand and a credit will not be applied to his account.
We hope this information is helpful; should you have additional questions or concerns, please contact me at ****************************************************
Sincerely,
*** ******** Manager, *************Customer Answer
Date: 04/29/2025
the company has given the same response that they gave to me over the phone. There is no attempt to make a resolution here, as I discussed on the phone with them. I feel these charges are unjust because I am a wastewater ******** only, if I had ********************** service and sewer service. I was told that there was no issue with canceling both accounts and closing them out. It's only because I have a wastewater account with them. It does not make sense, and I disagree with them regardless of the *** rule that they cited. I was also told that I was not the first ******** with this complaint. Several people have had issues with this policy. I feel like I am probably one of the first to pursue change in the policy rather than just roll over and pay it. Epcor saying that they can't waive the charges and start fresh is a response from a company that has no interest in their ********s but only their pocketbook.Business Response
Date: 04/30/2025
Hello,
EPCOR has communicated our response along with the basis for it several times to Mr. ******* We understand Mr. ****** does not agree with our policy and at this time we will have to agree to disagree. EPCOR is following the rules set by our regulator and will continue to do so.
Thank you,
EPCOR Customer Care
Customer Answer
Date: 05/02/2025
It appears we are at an impass since Epcor is unwilling to reach a compromise. I am unwilling to pay for charges that I did not authorize.Initial Complaint
Date:04/03/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Issue with EPCOR has been ongoing since Nov. Received an abnormally high bill with extra charges added. Received another bill that claimed our water usage for Dec was in excess of ******* gallons, and the largest bill ever received with EPCOR.Reached out to EPCOR back in ************* has just been back and forth with them. They had someone look at the meter back in *************** claimed there was nothing wrong with it.We received a disconnect notice & so we were concerned since we could not observe any signs of a leak inside or around our property. We hired a plumber to inspect our property, they found nothing.We presented this information to ***************************** put is in contact with the water conservation team. This led to additional ************ as its very difficult to get in touch with this team since they have no direct contact. Finally, we were able to have a ******* from the local office come out to our house, look at our property/meter, &talk to us directly. He told us that the meter in the ground is known to fail. He said that the meter would report usage incorrectly & would go back & recommend that the meter be replaced. This never happened, several weeks later, we received a phone call from EPCOR to make payment.We decided to reach out to the *** & suddenly the needle started moving again. We've attached the original complaint which has additional information. We received an e-mail from EPCOR on behalf of the *** which listed the next steps. Then, we received a phone call from EPCOR directly. Again, they are unwilling to take ownership of their failing meter. The "supervisor"and EPCOR are still claiming that we used more than ******* gallons of water in a 30 day span.This is an abbreviated capture of the events. We're at a loss since the company refuses to take ownership of their failing equipment despite having an employee tell us directly that the meters in the ground are prone to have this issue, we're being told its our responsibility.Business Response
Date: 04/08/2025
Better Business Bureau Complaint #********
Hello,
EPCOR is in receipt of BBB Complaint rebuttal #******** dated April 3, 2025. In the complaint, Mr. *********** has concerns about water usage at his residence.Please find our response to her concerns below.
Received an abnormally high bill with extra charges added. Received another bill that claimed our water usage for Dec was in excess of ******* gallons
EPCOR verified the read was correct at the meter, an EPCOR Technician met Mr. *********** at the property to assist in explaining how the meter functions as well as how the reads are obtained, EPCOR provided data logs to Mr. *********** to assist him and EPCORs Conservation Team reviewed items at his residence that could cause higher than normal usage. Once the usage returned to Mr. ***********s historical normal use, a flat rate courtesy credit for $250 was offered to assist Mr. *********** with the unexpected higher than normal water bill. Mr. ***********s meter has been sent to the Arizona ********************** for accuracy testing and a hold has been placed on his account for the disputed usage amount.
We hope this information is helpful; should you have additional questions or concerns, please contact me at ****************************************************
Sincerely,
*** ******** Manager, *************Initial Complaint
Date:02/11/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been paying for this account ******* since 2003 on time every month last check cashed by epcor for this account was on December ******* for amount of $71.53 The next check I mailed epcor was on 1-1-25 check number 5888 which I'm sending you a copy of the check.Because epcor is a thief of a company and they are trying to over charge this account and make extra money, they decided not to cash the check 5888 and today with out any warnings epcor turned off the water to my ******** water bill is usually around $70 to $75 a *********** I was over charged by epcor for $184.26 plus $1.80 for paying over the phone to get the water service going again and epcor promised to add $50 to my account for next month for turning on the water service they should never turned off to began with since epcor has been getting paid every month on time since 2003.epcor will drop the $50 charge for next month.refund the $1.80 back my account and refund what ever other over charges they have made to this account today. My ********************** bill has never been $184.46Business Response
Date: 02/19/2025
February 18, 2025
Better Business Bureau Complaint #********
Hello,
EPCOR is in receipt of BBB Complaint #******** dated February 12, 2025. In the complaint, Mr. ************ has concerns about a payment and a disconnection for nonpayment. Please find our response to his concerns below.
I was over charged by EPCOR for $184.26:
Mr.************ received 2 courtesy calls as well as a disconnection letter alerting him of a past due balance that needed his immediate attention. Mr. ************ did not pay the past due amount and was disconnected for nonpayment, $124.21 was past due and $59.25 was current, the total balance on the bill was $*********. Shiehzadegan paid the past due as well as the current balance and was charged a $50.00 reconnection fee. The payment for $75.00 was received and applied to his account on 2/14/25. Mr. ************ was not overcharged, rather past due, no credit is owed.
We hope this information is helpful; should you have additional questions or concerns, please contact us at ****************************************************
Sincerely,
EPCOR *************Initial Complaint
Date:01/16/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am having an issue with this company changing my water meter and overcharging me. I am having difficulty with the company helping me get my refund.Business Response
Date: 02/03/2025
Hello,
After much review, we are unable to locate your information in our billing system. It appears you may be an EPCOR Canada customer and not an ********************** USA customer, which is the area we cover. Unfortunately our US business is unable to access Canadian account information. If you believe your account is for a US address, please reach out to *************************************************** and reference this complaint, and be sure to include your EPCOR account number and billing address.
Thank you,
EPCOR Customer Care
Initial Complaint
Date:10/15/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My mother in law was an EPCOR customer. When she passed away, I called and paid her bill ON TIME and changed her future billing to withdraw from my account while we put her home on the market. The customer service person did not cancel her autopay. The bank abruptly froze her account upon her passing and when EPCOR attempted to take payment AGAIN in error, they charged me an NSF fee of $25. (The account had money in it. It is bank policy to freeze the policy of people who have passed to prevent fraud). No matter whom I spoke to, I could not get the *** fee Refunded, despite the circumstances. To add insult to injury, most of the ***** people I spoke to didnt even offer their condolences for our recent loss. It is a horrible company that doesnt give a sh*t about their customersBusiness Response
Date: 10/24/2024
October 24, 2024
Better Business Bureau Complaint #********
Hello,
EPCOR is in receipt of BBB Complaint # ******** dated October 22, 2024. In the complaint, Ms. ***** has concerns about an *** on her deceased mothers account.
I changed my deceased mothers auto pay to draft from my account and was charged a $25 fee when it drafted from my mothers account.
On July 2, 2024 the Auto Pay information was changed by Ms. ***** however (due to the holiday and the weekend) the previous Auto Pay account had already been batched for withdrawal.The payment was returned and an NSF fee was automatically charged. After reviewing the account and the circumstances, a courtesy credit will be applied to the account for the $25 NSF fee. An EPCOR ************* Specialist emailed Ms. ***** to inform her of the courtesy credit on October 24, 2024.
We hope this information is helpful; should you have additional questions or concerns, please contact me at ****************************************************
Sincerely,
*** ******** Manager, *************Initial Complaint
Date:09/05/2024
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
For the past 2 weeks our water pressure has been extremely low in the mornings making it impossible to shower, bathe or do laundry.We our current and pay our water bill with EPCOR each month. We had issues with ******************** UTILITY for years with this same problem. We want consistent clean water with good water pressure daily. Not just trickles of water when needing full pressure.Business Response
Date: 09/16/2024
Better Business Bureau Complaint #********
Hello,
EPCOR is in receipt of BBB Complaint #******** dated September 5, 2024. In the complaint, Ms. ******* has concerns about low water pressure at her residence.Please find our response to his concerns below.For the past 2 weeks our water pressure has been extremely low in the mornings:
On 9/9/24 an EPCOR Technician went to Mr. ******** residence and installed a pressure logger. On 9/12/24 the pressure logger was reviewed and it was found that the pressure was fairly consistent ranging from 46 psi to 75 psi with an average of 62 psi. The lower pressures (46 psi to 52 psi) were seen at 6am. An EPCOR Technician also ran a data log, the data log shows water running through the meter at the property, by hour. The higher usage hour was at 7am each day,ranging from 90 gallons to 157 gallons. The usage at 7am is likely the irrigation/landscaping with a timer set at that time. Many customer also set their irrigation timers in the early morning which could be the reason for the lower pressures seen on the pressure log. Utility regulation rules state that water pressure cannot be lower than 20 psi. The lowest recorded pressure at Mr. ******** residence was 46psi. A copy of the data log and pressure log was emailed to Mr. ****************** hope this information is helpful; should you have additional questions or concerns, please contact me at ****************************************************
Sincerely,
*** ******** Manager, Customer CareInitial Complaint
Date:08/15/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8/15/2024, Epcor turned off our water without warning. They contacted me on 8/5/2024 regarding a late payment. I immediately logged in and made the account current, and all calls ceased. This led me to believe the issue was resolved. This morning, Epcor turned off our water without even an attempt to alert me of a failed payment. As far as I can tell from my account online, the payment never existed, but I know I processed it. It is clear to me that Epcor is deleting customer information to disguise their actions as just.After resolving the issues early in the morning, they are claiming that it may be 5 ******* before a tech can come and correct our services. This is egregious, as it is obviously more important for them to prioritize returning service to a customer than to cancel service for others.Business Response
Date: 09/16/2024
Better Business Bureau Complaint #********
Hello,
EPCOR is in receipt of BBB Complaint #******** dated August 23, 2024. In the complaint, Mr. **** has concerns about his water service being disconnected for non-payment. Please find our response to his concerns below.
On 8/15/2024, Epcor turned off our water without warning.
On Mr. ***** bills dated 6/14/24,7/15/24 and 8/14/24 a past due balance was owed and was noted to pay immediately.On 7/25/24 and 8/5/24 a courtesy call was made to the number on Mr. ****** account stating that his account was past due and need to be paid in order to avoid disconnection of service. On 7/29/24 a notice was mailed to ***************** address stating that $182.84 was due by 8/2/24 to avoid disconnection of service. On 8/15/24 Mr. ***** water service was disconnected for non-payment. On 8/15/24 at 9:34 am Mr. **** contacted EPCORs ************************** paid his past due balance as well as a reconnection fee and his water service was restored the same day at 3:30 pm.
We hope this information is helpful; should you have additional questions or concerns, please contact me at ****************************************************
Sincerely,
*** ******** Manager, *************
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