Detroit Water & Sewerage Department in Detroit
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Detroit, Wayne County, Michigan, US
Site: http://www.detroitmi.gov/dwsd
- Monday:8AM–5PM
- Tuesday:8AM–5PM
- Wednesday:8AM–5PM
- Thursday:8AM–5PM
- Friday:8AM–5PM
- Saturday:Closed
- Sunday:Closed
Had a very helpful chat with Andrea on the phone just now to set up my account. She was so pleasant and professional, I just had to give her some praise and recognition here!
Horrible, on the phone an hour and counting so I can terminate an account at a home I lived at almost 3 years ago. Apparently they never canceled the service at the old house. Also the customer service number hung up or disconnected on me so I had to call back
Been on the phone now for almost an hour trying to register a new account on my new house. Prepare yourself for being patient while trying to get customer service. Ugh.
They don’t answer phones and horrible service
So I see that all of a sudden City of Detroit Water has taken some of the bad reviews off, and had a few people put on there some good reviews. This isnt helping because there is still so many bad ones. Why not just fix what is wrong so you wont have so many complaining about you guys?!! I seriously do not usually take time from my busy schedule to sit up writing bad reviews unless a business has TERRIBLE service. Like it has to be multiple times of bad service. The only way that someone can get threw over the phone to customer service (sometimes !!) is to call as soon as they open. Over 6 times have I sat up waiting for over 30 minutes to have their phone just disconnect and hang up. Who has the time for this?!! If you live out of Detroit, how do you contact them? Is this some type of scheme to be able to turn off someones water when you cant get information on your account or take someones house for not paying a bill? Hey city of detroit water, read these reviews. DO SOMETHING ABOUT THIS!!!! I KNOW YOU HEAR AND SEE WHAT IS GOING ON
Horrible customer service; prices are absolutely ridiculous!!!! I feel like they’re higher in Detroit than the suburbs!
Words can’t begin to explain how horrible the customer service of this company is. I’ve been waiting on a final water read for MONTHS! Everytime I call they tell me to email, when I email they don’t respond, they are working from home Bc of covid and I can’t go to the building, this is HORRIBLE. Keeps me on hold for 30 + minutes and then doesn’t help
I just want my water on 3 hour wait and ring around the
Very unprofessional. Called to talk to a supervisor for an emergency, they put me on hold for 45 minutes then I had to hang up.
I started an account. Told them the house doesnt have water turned on. They told me theyve never turned it off and to try checking indoor valves. I check everything. Call to report a no water issue. They tell me i need to be at the property for 24 hours for an emergency team to assess it. I have a life. I have responsibilities. And i dont live there because..... wait for it.... theres no water. #Democrats #walkawayUpdate: Pipes burst during the vortex. 3 feet of water in my basement and electric appliances submerged They said its illegal for me to turn it off myself from the curb and they could maybe come out within the next 2 days to turn off the water. TWO DAYS FOR AN EMERGENCY! 43,384 gallons on my bill. They said they dont do adjustments for burst pipes otherwise we would have to do it for everyone. You should do it for everyone, actually.This is the worst city Ive ever lived in and the worst municipality Ive ever dealt with. Im sorry I ever invested in Detroit. Im getting dumping this property and moving to a neighboring city ASAP.
My experience was actually pleasant. The lady who helped me explained everything. The guard watched my bag that I forgot on the chair and was very nice to me. Even the woman standing outside the building helped me by guiding me to the right door. The wait wasnt long. It was my first time dealing with DWSD. Am glad I was there on a day when everyone was helpful and kind.
Awful, awful service - I wish I could go to a competitor. The longest hold times I have ever experienced, and awful music to have to listen to - I am guessing some people hang up after listening to this music over and over and over. When rep got on phone, I told her I was having difficulty setting up auto-pay and could she walk me through it - no, she could not as she has not been trained on that process - I asked to speak to a supervisor and was told a supervisor would have to call me back....2 days later and I am still waiting for supervisor to call me back. Here I am trying to pay my water bills automatically - you would think they would be excited about this.....how incompetent can an organization be - The head of this organization and all of his/her lieutenants should be fired and start from scratch - with no experience at a public utility, I could do better!
A residential water service broke in my neighborhood and took 8 days to fix meanwhile water was flowing all over the place and created a pond out front. This is not the first time the water board has taken over a week to fix a service on their side of the shut off valve in my neighborhood.
BEWARE: if you call you will be treated like garbage. Worst customer service ever. I was given attitude, unprofessionalism at its fullest. I was hung up on and transferred to a survey 4 times before i got someone patient enough to help me.
I dont know where they investing their million dollar of fund when still with more broken system. Hour long waiting time on customer service line. Never get expected service while in service center in Downtown. No case or reference number has been given regarding the matter. So there are no clue that what happening with your issue. Every time need to start from beginning.
Our service was turned off, for absolutely no reason. We’ve never missed a payment.Someone came by yesterday, while I was home, and turned off our service. Without ever knocking. I can’t get a hold of anybody on the phone. Have been on hold for an hour and a half.This is unacceptable. I’ve never dealt with worse service.If someone from the department is ever checking this, please email me directly. I am going to be filing a formal complaint.
I was double charged on my water bill when I went onto the payment site and paid with my debit card...double payments came off my card because of a computer glitch and now they are telling me I can not be refunded for the over payment...and that they do not see the double payment even though my bank statement proves this...and to make the matter worse the CSR acted like she could not hear me and disconnected the call. Have to call back and wait on hold for a long time again... I would like to speak to the commissioners office!!!!!
1 out of every 5 people that work there actually have customer service skills. Everyone else should be fired for the lack of professionalism, and poor attitude.
I am a Facility manager trying to report low water pressure to our fire pump system. I sat on hold for 30 minutes and finally started calling back over and over until I had someone answer. Ms. Kennedy was wonderful . We are a 160,000 sqft manufacturing business and water supply is critical for supporting life safety of our employees.
If I couldve give them a zero star rating I would have. Ive sat on hold for over 3 hours and still have not even spoken to a real person. Instead Ive listened to the same soft pop instrumental for 3 hours. I dont know if there is a hell in this world or the next but the Detroit Water & Sewage Department customer service line comes very close to representing what I believe it would be like.
Stayed on the phone for 2hours waiting for someome to answer and then a lady came to the phone and hung up. One month they charged me for illegally using when my water was NEVER shut OFF never got a shut off notice and I always paid my bill. And now i have an issue because my house caught fire and I havent been at my home for 2 months. And Ive gotten billed for both months and not just that.. The 2 bills are higher than it was when I was actually in the house!!!! IM ON MY WAY TO THEY OFFICE NOW!!
Basement keeps sending water up whenever we flush, run water, shower and wash clothes. And this other pipe next to where it’s happening that’s covered by cement keeps bubbling up almost like it wants to explode. Iv submitted a request on the app and everything and still no help. It’s going on two months now. I’m going to also attached a photo for you guys
Every time I have called I get the same message we are experiencing an abnormally high volume of calls. Your call will be answered in the order it was recd.. After being on hold for a very long time I end up just just giving up. If they have inordinate amounts of calls on a daily basis that tell me they need to hire more peiplr I live in the far west section and find it is quicker to just go there. Ive also tried calling to pay my bill over the automated system but all I get are screeching noises when Im trying to enter my acct number. They really should fix this. I never have problems like this with the automated system at DTE
All I want to do is find out my balance and pay my bill. I dont have my account # available. I just waited a full 30 minutes on the phone and I finally hung up. When you say longer than normal wait times......you take it to the extreme.
DWS is the worst company to deal with. I never in my entire life seen a company so slow in recieving a payment by money order. Then i was told that they are going to charge a late fee because my payment is late. Its not my problem that they are slow! I just notified the BBB, and told them the whole story that I hope that they will help. I dont drive! What part of that dont they understand? They keep telling me to go to a payment center to pay for the bill, how can i get there if i dont drive? I also have to take a cab to the local store that pays all bills not just one! I am NOT going to three different payment centers spending $250 each month in cab rides, in detroit to pay for three separate bills just to make people happy. Then they tell me to pay by card. I dont have a bank or a card for that.Why should i spend more money than i half too just to get a stupid water bill payed. It costed me money to have a bank account back then, and also to have a bank card. Im not that rich, other wise I would not be living in Detroit at all! DWS dont even give a Grace period to the people who are late for whatever reason why! DTE & AT&T does! but DWS dont BS! BS! BS! and more BS! They need to get their priority strait, and give people a chance to pay their bills! Not threaten to charge for a past due balance just because they are one day late or ten days late. They should be happy that they are getting paid at all!If they want to see stars on there post. Come over and I will hit the employees over the head with a 2×4, and they will see stars!
ZERO STAR! If that was an option theyd be my choice!Long hold times when you call and the phone reps are extremely rude. The company needs to educate their phone reps on customer service. I hate companies that feel as if they can treat you any way they please because you dont have another option for water in Detroit. You have no choice but to deal with this company and I HATE this company and how the people in the city are treated by their staff!
If I would give zero stars I would, 1. They gave a notice 4 days for shutoff (on a Friday) with no prior notices. 2. They then shut off the water a day EARLIER than represented in the notice. 3. I waited 30 minutes for representative who proceeded to accidently hang up. Waited another 30 minutes for a rude representative to give me no information on when they would send someone out to turn on the water.Awful crooked department.
Called 3 days in a row water leaking in basement. From street they claimed some one was coming out still waiting have to vacum water up carpet in basement had to throw out going to call office and see what happens if not going to take action if nothing is done. My furnace hot water tank freezer and other. Pothwr is in tge oath of the water worst servuce i ever had but tgey have bo problem turnibg off your water
Welcoming from the security guard to the customer rep who was very understanding.Not a lot of people waiting which I credit to the multiple methods of payment kiosks and online payment systems. Less people. More technology. Better service.
They owe me a refund for my deposit due to me never moving into the home I was suppose to. It has been 3 months and I still have not received my refund. I call daily, no answer. I have waited on hold for a hour and still nobody ever answered.
Again and again I have contacted DWSD about a water bill on a water bill on a property I no longer own. It has been almost a year since the property closed, paperwork filed and STILL I get water bills. I hope they resolve this issue.
They just need to fire everyone there and start all over. I cant believe this big company service is this terrible. They need a survey after all calls and service
Maybe if people paid their water bill the city could afford to hire better employees!!! Constantly see on the news people trying to get out of a shut off. Pay your damn bill like most people and you dont have to worry about it.
Ive been calling this place for over a week each time dtaying on hold more then a hour no one never answers. I have the screen shots. Ill be filing a report with the better business bureau they make you give a star to comment it today os 9-9 ive been on hold since 8am its 8:40 now
THE STAFF IS GREAT. KENYA SMITH WAS NOT HAVING IT, SHE WAS NOT LETTING ME LEAVE WITHOUT AN ANSWER AND A SOLUTION. SHE TOOK TIME OUT OF HER BUSY DAY TO GO UP TO HER SUPERVISORS OFFICE AND GET OUR MATTER CLEARED UP. HER SUPERVISOR IN TURN WENT TO HER SUPERVISOR AND PRESENTED KENYAS SOLUTION AND GOT US ANSWERS. ITS PEOPLE LIKE HER WHO MAKE THIS CITY A WONDERFUL PLACE!!! THANKS AGAIN!! WERE LUCKY TO HAVE YOU WORKING FOR US!!!
The people who work for the Detroit water department are the worst people that wprk for our city weve had tjem out to check our meter and all they did was look at the outside line when i told them to check the basement one because it spins when there is no water being used. We have never had a bill over 100 dollars now after 2 months it jumped to 1600$ they want to say thats what we owe and have to pay it.
If I could give negative stars, I would. Dealing with DWSD has been horrible. From being given incorrect information to being on hold for long periods of time to refusal to refund my deposit. We will not work in Detroit any more.
In line 5 hours to pay bill. People passing thought they were giving away freebees.its inhumane and cruel treatment. Thanks Gary Brown. He dies not care about people. Hanicapped and senior citizens standing in line. I threw up so bad when I got back to my car.
SERVICE IS GARBAGE. I HAVE A PROPERTY IN DETROIT AND IVE LOST OUT ON THOUSANDS OF DOLLARS BECAUSE AFTER 20+ PHONE CALLS NO ONE HAS EVEN ATTEMPTED TO COME TURN OFF MY WATER. THEY ARE TERRIBLE! I TRIED TO GIVE THEM THE BENEFIT OF DOUBT IN THE BEGINNING BUT THAT WAS THE WRONG MOVE ON MY PART. ALWAYS ON HOLD FOR 45 MINUTES PLUS AND WHEN SOMEBODY FINALLY PICKS UP THEY TELL ME SOME BS LIKE SOMEBODY WILL CONTACT YOU WITHIN 24 HOURS BUT EVEN THEY KNOW THATS A LIE. ABSOLUTELY TERRIBLE WORKERS.
Cant get DWSD to turn on water at a house that I bought last year.No rating this is some real BS Covid-19 is real!!!!!!!
I call them and I dont get straight answer from them , plus the act like little children when you put your foot down on them , & They can not face the truth when you tell them about the way that are acting . If I could give no Stars I would .
Went into the Grand River office the security guy was very helpful and the wait was only a few minutes and the staff member was very helpful and provided me with everything I needed and answered all my questions.
Every time you call you wait for at least 20 min. They don’t tell you before they are coming they say 24 hrs and don’t give you updates. Would give no stars if possible.
Terrible service terrible, they never answer the phone, I havent received a bill in 4 months, I have to go the office on Grand river and its 6 people behind the window loligagging and the line is backed up
Water main break for 3 days still no truck has arrived block without water
Much better than the office on grand river. The office on grand river is much slower and the reps talk to people any kind of way. They are more helpful at this location and faster.
Extremely long wait times and incompetent/rude employees. Service is awful & good luck on getting any questions answered. Yet another reason to avoid living in Detroit.
If I could give LESS than a 1, then I would. Why would yall lazy tails put a number out there if you wont answer. Its NO WAY I should be on the phone for this long, listening to this pathetic ring back tone.
If very poor customer service was a form of torture in the 9th Circle of Hell, the DWSD is what the 9th Circles customer service would be modeled after.
Cant walk and they said I cant send someone else down there have to be me. AS LONG THEY GET THE MONEY .I DONT SEE THE PROBLEM!! I NEED HELP.
Honestly we have better services in Iraq and the sad part is there is no water there lmao! What a joke, i can’t believe they’re actually called “city water”
Wont release a final statement because my name is no longer on the bill. Its a final statement for a reason... Horrible work ethics!
If you guys keep acting like this we as people will be looking forward to a new water and sewage company else where!Theyll serve us better than you.
Incredibly slow and inefficient. And they lock their doors early. The lack of customer service skills is almost impressive.
I think it would be nice if the contracters and who ever it is thats working out on the streets would tell us they are turning the water off BEFORE they do it!!!
Very rude in person. You are called being loud for asking for disability acommodations. Then guard was very loud and loudly told me to leave. It was my pleasure to do so.
Make sure you have all day to sit on hold. Over an hour now and i’m still on hold.
I waited an hour and nobody answer the phone. I was charged twice on my credit card
You can never get someone on the phone to help you. I would love it if you could do everything online.
Horrible customer service. They give you the run around and do not want to do their job.
I’m on hold for a long time it feel like one person work there
This department weights the city down. Employees dont care about you . You wont get help unless you yell at management for 6 months.
We was very please we knowlege attention and professionalism of the service provide by Carlos the cubic number six.
I was on hold yesterday for a hour and a half and gave up today so far ive been on hold 35 min today...
Shame on the DWD, been on hold for 1 hour and 47 minutes and no answer. Shame on Detroit
No skills and no customer service.
They stopped sending email invoices without notification
Very bad service online and infield
On hold as I am writing this no one has pick up the phone very unprofessional invery
They have absolutely ZERO regard for anyones time.
Im disabled and I received quick and great service
This is the worst bussiness ive ever dealt with they all need to be fired
They are liars, poor customer service, not for the people
Called and was on hold for 22 minutes. No one ever answered. Unacceptable. 💁
They going to put you on hold forever .
One person works there this is crazy
Wait times are unreasonable.
Rude people. Bad service
Quick and easy service
Speedy and courteous assistance.
Always so difficult
They suck $&ck
People r nice..
Long hold.. No answer
Rude and very slow
Worst services ever...
Not the best service
Good people
Great Place to be
Neither good nor bad.
Total reviews rating 1.9
100 Reviews for Detroit Water & Sewerage Department 2023:
Review №1
2022-05-30When I struggled to pay, they were very helpful in putting me on a reasonable plan to avoid shut off. I haven’t experienced any bad customer service , I guess due to their technology. I’m able to see my balance online and also have options of paying the bill online or at the kiosk at my local grocer . This been convenient for me as a senior.
Review №2
2022-03-27I spoke with one of the emergency representatives regarding very low pressure I was experiencing and they were very polite and helpful. They submitted a work order and informed me someone would be out in 24 to 48 hours to check out the issue.
Review №3
2022-06-18I bought a landbank house in December 2021, before I bought the house, I called dwsd to inquire if that property waterline was cut, they told me they didnt have any documentation that the line was cut, & the amount left on the house was $55, I bought the house thinking I would not have any issues, but when it came to getting service I was told in March 2022 that the house was up for demolition & I had to pay a plumber $$$$, which is very expensive, they didnt offer me any help to this situation, so now Im stuck with a landbank house that I cant get service, yet they send me a bill for the past 3 months saying I have to pay sewer, really how are they reading this data, I dont have a meter! Please if someone could direct me to someone that can help 🙏
Review №4
2022-06-11I have been calling this company because my water is out not because I didn’t pay but due to their portion of not doing their work. I called and asked can they at least give me bottles of water or something so that I could take use the restroom, wash myself for work and other activities, cook, drink, etc. However they act like it is not their issue. You are the water company if it is not yours then who’s is it please explain to me. I should not have to beg a company that I am paying for to service me.
Review №5
2022-06-29DWSD Public Affairs Person Bryan Peckinpaugh is incompetent. His fake passion to move Detroit forward and man of faith shows in his poor concerns with the city and its residents:He lacks skills to resolve or a simple understanding an ongoing issue between their Primary Contractor Ric-Man / Mancini LLC in Sterling Heights after the contractor refuses to perform traditional methods of loosening/tilling compact soil that they created by parking their construction equipment over my property during the North Rosedale Sewage Upgrades that started in 2019.They attempt to hide this problem by soiling and seeding. The problem still exists and grass hasnt grown there from the compact clay soil that ponds. They are wasting money by having to redo this 4 times now with their primary contractor who also had to pour my driveway entrance twice because they forgot to upgrade the water/sewer lines.After many email exchanges the problem persists the contractor keeps pointing to DWSD for directions and also state they follow industry standards. Industry standard included leaving parked equipment.Both DWSD and Ric-man are unprofessional, negligent, and poor companies to deal with. RIC-MAN is also not accredited by the Better Business Bureau.IF YOU SEE THIS REVIEW, THEN YOU KNOW THE PROBLEM STILL EXISTS AND THESE PROFESSIONAL DIDNT RESOLVE IT OR CONSIDER THE STAKEHOLDERS CONCERNS.
Review №6
2022-01-12“I’m charged $25 mo.”- For rain water that supposed to drain-off my property’s short 3’x 10’ sidewalk onto city sidewalk and over the curb into street. ***PROBLEM IS THE WATER DRAINS “ONTO MY PROPERTY” FROM THE SIDEWALK!! *** In essence the reverse, their charging me $25 mo. for money that runs onto my property!!!!When asked they say take a picture and file a complaint? 🚨It’s been 2yrs.(Gave one ⭐️star because zero-stars not accepted)
Review №7
2022-04-05This is such a headache dealing with customer service when their all on remote working from home, ive literally been dealing with a refund process for the past 4 months now, this is just not acceptable, im still waiting on my check from DWSD which started in Dec 2021 its now April 2022 and no check for my refund yet,..... just horrible!!!!!! No Help
Review №8
2021-10-316+ hours on the phone, final meter read bill was requested for August 23rd, I had to request it again on September 2nd, request was not put in. Requested again September 7th, September 12th, and thats where I lost count of the days. Its October 28th, Im on hold now again on my 8th call and going over 6 hours of calling to try and get my digital meter read remotely, which can be done from anywhere at anytime. Yesterday I was assured it would be taken care of and emailed to me immediately, nothing. They required proof that I payed the deposit, which meant spending an hour at the bank with a branch manager looking for the digital check image from two years ago. Over three years and I would not have been able to receive that document or my $150 deposit. I have a $181 credit. So they are holding $331 of money for no reason. I also have another $300 in escrow held until I can provide the final bill. The media is right when they paint this department as fraudulent.Update*** was told the final bill read was done on September 27th, but that they cannot back date the meter, so both the current owner and myself will be charged double for water used from August 30th-October 27th. The current owner told me she already received and payed a $78 bill for half of that time frame. When I mentioned that it was fraudulent to charge both parties for the same water, customer service hung up the phone on me.They said that although they did a final meter read, it cannot be sent to me until their computers have updated and that it will be emailed immediately once they update. Its been 4 days and the computers must still be updating.October 31st I received an email to acknowledge their receipt of my house bill of sale document that I sent in 58 days prior on September 2nd. At this point the bill of sale isnt necessary, bc the new owner has already opened her account. No acknowledgement of my proof of payment documents that were requested. No final meter or bill. I was told it would take 6-8 weeks to receive a refund after they do a final meter read, and acknowledge my documents. By my estimation, that will likely be 6 months from the time if the sale. Anyone want to start a betting pool with me?
Review №9
2021-09-08Hard to navigate to pay bills online.Suddenly my bill shot up to $600! Called, they were supposed to send me a link for a Zoom conference to resolve this issue. Never received a link, a call or am email. They keep telling me that the water ran through my pipes. How? I have no leaks, no dripping faucets, nothing changed. Sigh. This is too random. I have lived here 20 years and never had such a high bill.
Review №10
2022-02-18When my house was low on water, I called this company, and they said it was because there was a water main break down my street...and they were right. So glad I called and asked why this was happening