ComplaintsforTucson Water
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Complaint Details
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Initial Complaint
06/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing this complaint for Tucson Water. They did a disconnect of water due to me forgetting the due date. When I called them I also informed the agent I was speaking with at the time I requested an extension and it was approved.. she stated even though it may says approved on my end it doesn't actually go through on the account… I informed her they should update their systems because that is very misleading. I paid the past due amount immediately while on the call and she stated I am guaranteed service that same day 5/30 and someone would be out no later than 8pm that day.. I waited at home until 8pm no one showed up.. I left my home that night since I do have a child and we need water…2 days later 6/1 I am still without water at my house. I contacted customer service waited for about 15 mins for someone to answer just for the agent Madeline to tell me to check the valves outside. When I asked her for instructions she was unsure and I figured it out myself but the water was still not working. She stated she would create a work order but still no guarantee water would be on Today either. This has been a nightmare and I am disappointed in the service provided. I would like for them to issue a credit to my account for the inconvenience.Business response
06/09/2023
Good afternoon Ms. Owensby,
I want to apologize for your recent experience with the Tucson Water Department. As a department, we always strive to provide the best customer service; unfortunately, we sometimes fail.
It is not common for a customer to be without water after paying and having the work dispatched to the field workers.
In reading the details of the complaint filed with the Better Business Bureau, I have identified several opportunities for improvement: system upgrades, training of customer service employees,
and developing a safety net to ensure other customers have a different experience. Situations like this allows us the opportunity to improve our current services and make necessary corrections
to avoid the same problem happening again in the future.
The City of Tucson has no budget to credit customers for unintended inconveniences. However, I spoke to a customer service supervisor, and she agreed to waive your lock fee of $55.52.
I want to thank you for taking the time to bring this matter to our attention and allowing us to make changes. I have also left you a voicemail and followed up with an email.
If you have any questions or other concerns, don't hesitate to contact me directly.
Sincerely,Reyna Woods
City of Tucson-Water Administrator
Reyna,[email protected]
(520) 262-6324
Initial Complaint
12/31/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Tucson water has not come out to fix the water leak that had to be escalated it has been a month and still no action. We have waisted so much time calling and no one helping we have lost all water pressure and they seem to not Care
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.