The Philadelphia Water Department is one of the largest, publicly owned water, wastewater and stormwater utilities in the United States.
| Friday | 8AM to 5PM |
| Saturday | Closed |
| Sunday | Closed |
| Monday | 8AM to 5PM |
| Tuesday | 8AM to 5PM |
| Wednesday | 8AM to 5PM |
| Thursday | 8AM to 5PM |
1101 Market St Ste 5, Philadelphia, PA 19107
Great job, guys.
Bad attitude and bad service.
Do not answer the phone
Had a good experience!
Just as bad as you would guess
Disgusting and unhelpful.
Horrible just horrible. Can’t even get in contact with them
Hard to get through by phone.
I tried calling 3 times this is a disgrace
They shut my water off without any notice and just they just got paid $375
Sell the bloody thing!
I waited 3 hr, and you freaking hang up my phone, so rude, so ridiculous.
No one answers the emergency number.
I can confirm incredibly rude customer service. Customer service rep hung up on me.
Impossible to get through to human on the phone.
Ridiculously long wait times. Poor call back too.
Water was turned off early on a Monday morning during construction without warning
PHILADELPHIA WATER DEPARTMENT IS TRASH!!!! THEY DONT CARE ABOUT SERVICE!
is there a another water company we can choose here in Philadelphia?
Anyone expected any other ratings? The website is horrible. And customer service is the worst I’ve ever experienced.
Customers serve is very rude I ask her a question and was talked to like I owe her the money and when I ask to speak with supervisor she hung up on me next time I’ll record the call just like they do.
Just get transferred around forever until they hang up
Don’t wait for a callback, they will never call you.
This is ridiculous Was on the phone for over an hour and didn’t get to speak to anyone smh
Water department customer service is the worst they answer questions with questions. They also give runarounds
Ancient city run company – the absolute worst customer services and dishonest billing with ‘late’ fees of 3.00 before I even received the bill!
after 45 minutes waiting in phone (customers service), they just decided to hang up,if you leave your number they don’t call you back, 😖😤☹😡🤬 . …
PWD is a pure disgrace. No good customer service and they are rude and nasty especially the meter shop department.
Never answer the call. Called them almost every day with no response. Sent email with no reply!!!!
Been trying to contact for two weeks. Cant get a human being on the phone.
do they ever pick up the phone?
I have no words. How is it legal for them to *service* (I use this term loosely because their customer service is an actual joke) this many customers and be this bad at it?
Early morning shutoff without a notice! Trying to call to see what’s going on and the line is “busy”. Like what’s going on with this city!
Shut off with out any notice since yesterday around 5pm,mostly at this time(covid-19) whe we have to wash frequently.
I called to report an open fire hydrant, and got right through to a representative who was very helpful and was going to report it
and have someone come out asap.
3 hrs wait and no one call me back. Call multiple times and can’t get anyone to answer the call. They deserved 0 star.
A joke. They say you have to upgrade your meter yet they refuse to schedule an upgrade.
no notice for anything, no bills arriving on time so every month we have a late fee
If u dont like ur job then quit, dont take it out on the customer…. i can understand some callers can be rude and obnoxious but why dont u try and feel the customer out first. Not all customers are bad…when u call any philly public works they are all rude the minute they pick up the phone…..so sad
PWD is the worst of the worst. They never answer the phone and have very bad customer service.
After waiting on hold for over 50 minutes I hung up. Called back 5 hours later to wait on hold again for 30 minutes. Clearly they have no interest in providing any sort of customer service. I suppose this is a business case for why a lack of competition fails to serve the public.
They didn’t deduct from the auto pay, and then charged you late fee.
The worst customer service reps ever in any type of business. This city should be ashamed. The people of Philadelphia deserve much better. Shameful.
Customer service is so unprofessional and ignorant got a call back just a few minutes ago and the lady was so rude talked to me like a no body and couldn’t answer none of my questions! Called better business bureau to report!
I think I’ve wasted close to 3 year of my life on hold with the Philly water department. This is the worst of the worst when it comes to customer service.
Worst utility service in the region. Never get straight answers from customer service. Billing is completely screwed up and confusing. Incompetents’ Aboard!
PWD left a dirt pile in front of our apartment building! Please come and get the DIRT PILE WITH 2 PWD PILONS IN FRONT OF IT. IT HAS BEEN THERE FOR 3MONTHS!! I WILL SEND YOU EMAILS EVERYDAY AND CALL RELENTLESSLY AND I WILL VISIT YOUR OFFICE …
Constantly updating the online system making it harder to pay with a echeck. Seems like they are trying to capitalize on service fees for people using their debit cards. Just terrible service and online interface.
The telephone customer service is horrible. They always say that the wait for a rep will be longer than expected, ask for them to call you back within 24 hours and they DONT! It doesn’t matter what time of day you call you can never talk to a representative right away. It’s sickening
Extremely rude ignorant service. Please review your calls around 5:54pm on 4/6/16 to hear this asSinise female employee.
I’m sure she’s a trump supporter. Omg, your reviews suck…lol. and I thought it was me.
No notice whatsoever before a water shutoff bc they wanted to take a water reading… if you want to do something in the 21st century try an email, auto-dialer, text message.. even a pigeon career, door slip or the pony express would be …
One of the worst company in the world.
They do not take any responsibility .
Doesn’t matter if it is emergency for someone else. they only worry about billing people and getting money.
Customer service is so unprofessional AND MAD RUDE
and ignorant got a call back just a few minutes ago and the lady was so rude talked to me like a no body and couldn’t answer none of my questions! I ASK FOR HER …
Awful, rude, and unhelpful service. The woman who answers the “Emergency” hotline should be fired. After calling to request an emergency shut off due to a pipe break pouring out of the basement, she told me “we don’t do that” and to “call a regular plumber”. WORST CITY AGENCY EVER!
Finally got a call back after an hour and the lady on the line was very rude right from the start. She couldn’t help me, had no information on my account, and gave me 2 more numbers to call for the metering shop. First number either hangs up on you or they pick up and hang up. The second rings once and then silence.
Customer service – horrible! Telephone wait time – atrocious! Service Inspector – uninformed. I’m embarrassed to say I held on for 25 minutes TODAY as the call back option didn’t work yesterday. Only to be immediately hung up on. What …
It is the city of Philadelphia. Water Bill is way too expensive for what you are actually using. I can not imagine how poorly the water tests and the standards the must meet really is not that high of a bar. …
I was on hold for 32 minutes when they hung up on me and just cut me off. This was after I was directly connected from Philadelphia’s 311 service. I was calling about a piece of their equipment the Water Dept. left behind over 2years ago and is now causing near car accidents in the street. So much for emergency numbers.
They regularly do maintenance without sending anyone living in the neighborhood notices. When water is shut off with larger buildings in high rises and gets used by residents, settlement from the pumps gets pumped up to release the …
Calling here is the worst experience! The customer service reps are completely useless and give vague answers when ever we call about an issue. Depending on who we get, some of the answers contradict answers given by other people from the …
So I left my number to be called back for assistance and someone called back (A woman) So she couldn’t hear me to good, So she hung up on me and didn’t even try to call me back! Just out of courtesy, Sad! 😢😣
So I’m on the phone again to speak with someone. …
You’re always on hold for more than 30 mins before it make you give a call back number. The company never calls you back within the 24hrs. Most of the time they don’t call back at all. The office located in North Philly isn’t any better. The customer service is horrible! Improvements need to be done ASAP.
MEN FROMWATER COMPANY STALKING LAUGHING GOING TO SHUT WATER OFF LAUGHING BLOVKED MY DRIVE NO NOTICE DUG 3/3/22 ENTIRE PROPERTY HAVING DYE TEST WITH THEM SCHEDULED 3/10 11 AM BUT YEST SUT OFF WATER THREATS MY SUP KEEP COMING TO RING UP HIGH EXPENXES AND MAKE ME PAY MENS SALARY. OFFICE SUPERVISORS PLAYING GAMES BLOCKING MY CALLLS
Outrageous. I just want to pay my bill. I just want it done automatically. In order to do this I have to fill out 14 forms and physically send things through the US mail. In the meantime my bill is always late because I have no idea how …
Got a notice for a meter appointment. Entered the code that I was given to schedule the appointment. Automated system didn’t recognize the code. Told me that my wait time was over 30 minutes and to leave a number to get a call back. Never …
They never get my bill right .they always have higher amounts then then what I got to pay .got bill said 97.oo but it’s only 37dollars
Called to report leak. Wait time 10 minutes. Agent listened, put me on hold without telling me then I was disconnected after another 3 minutes. Called back + got same agent who denied it was her in spite of same name , same voice. Amazing!
I’ve been trying to speak to someone in customer service for 3 days and can’t talk to anyone. They’re not even calling me back when I click on to use the call back option. What’s going on ?!!!!!!
Pipe burst next door, absentee owner, water is destroying our home. Call water dept at night. 9:30 AM water still flowing into our home. Water dept put us on a “list” for emergency shutoff. When can we expect someone? “We don’t give out …
Everyone, just call the Public Utility Commission (PUC) and express your complaints if you’re being lied on or treated unfairly by the Water Department.
No star for them. I read the glassdoor review for the best place to work and someone works there ft rated it 4.9. Yup, it definitely a great place to work b/c it’s a place that causing headache, stress, and confusion for your customers. I …
They need to update their website and hold more training so everyone in that agency is on the same page. Plus everyone has smart phones and computer they need to make it easier for the public make changes to their accounts without having …
Worst customer service. Called at 2:24 pm to complain of a water main break. Guy comes out and states he can’t find the leak. My warehouse is completely flooded and water valves for building are shutoff. We call several times asking for …
Absolutely the worst. This Department is a complete disaster. Every Supervisor should be removed period. When will someone clean house and rebuild this department with new people and new supervisors?
We called on Friday afternoon (before Labor Day) about a water main break in the connection to our house. They said they might be able to send someone that evening… We didn’t expect this, with the long weekend ahead of us. Two men from …
Although I was on hold for 35mins and had to do a call back. I received a call back within 15min from me hanging up the phone. The lady I spoke to was very kind and helpful. Stop leaving bad reviews. Sometimes you have to be nice in order …
My landlord and myself called multiple times after being hung up on due to the apartments water being shut off because of a “clogged drain”. Plumber was out almost 2 weeks ago and cleared it up. Said they came Halloween (wednesday 31st …
If I could rate -5 stars I would. Called to have sewers cleaned in front of my property. I had called in for this many times in the past. Shakeida answers the phone and says that “the request has been processed”. I ask when she thinks it …
I had a water main break on my front yard yesterday.
Called the Philly water emergency department.
The lady was rude, unrespectful, and with attitude. …
Shut off my water without any notice. When I called they claimed it was due to an “illegal hook up”. Turned out to be another error in the PWD records. PWD hooked up the new water meter 2+ years ago, I have had multiple phone calls with …
The WORST customer service ever. I mean if you’re not happy at your job, I’m pretty sure some people who live on my block need a job. I called because the water bill appears misleading because it tells you when the bill is due, and you pay …
I purchased a house in Philadelphia. I was not billed for water for 9 months despite me calling the water department and trying to get them to bill me. Part of the problem is you can’t get a hold of anyone and they call you back. After …
This facility doesn’t know how to operate and take care of a city’s water system at all. There were construction workers who came out to assess a MINOR leak in residential water pipes. Then left the day with an incomplete job with a big …
Called the Philadelphia Water Dept. for an inlet cleaning of debris and stagnant water. Worker came out and took them 5 minutes to set up cones, pull off grates and hook up pully. 30 seconds to 1 minute to use a claw twice to pull out …
They shut off our water after a mixup with a missed meter reading in 2013(and we’ve only been in this house since 2018). We received no notice prior to the water being shut off today, and were told that the water will not be turned back on …
PWD is prob the most incompetent corrupt inept collection of overpaid bureaucrats ever!
People you better wake up, stop waiting for Feds to bail out, ask the right …
Another inept part of local Philadelphia government. Nothing but trouble with billing, meter issues, – water turnoff- despite auto pay – and just flat out garbage people running this dismal operation. The actual workers on the streets who …
Every month I pay online, way before the due date. Like clockwork, every month about halfway through I get a second bill notifying me that i “failed to pay” and giving me a late fee. Every month I call and have to walk the untrained …
both customer service and website are a big joke with Philadelphia Water Authority, recently purchased a property, the water bill came 3-4 months late. been trying to talk with someone through phone over the past week, the average wait time …
$15.95 service fee…to pay water bill online. No one will ever answer or call you back.
useless office.
They are trying to charge us An exorbitant amount of money on a property we just bought. they are just trying to make up For their mistake in not replacing the meter as this property was abandoned. Now they are lying about the meter …
Called tonight around 7:30 pm to report low water pressure. The woman was extremely condescending and talked to me like I was a toddler. She couldn’t have been any more rude. …
right now i am still on the phone waiting for them to pick up the call. my coworker called 3 hrs ago, they told her they would call her back and hung up her phone. and now she still did not receive the call. so i decide to call her. 20 …
Friendly and efficient when it comes to meter replacement. Friendly person called to schedule the time. Friendly and professional person answered when I called to confirm my scheduled appointment. And friendly and very personable person …
Horrible horrible customer service. They reject your card payments, charge you a fee, then continue rejecting payments when your card is valid and your bank sees no problem with authentication. You have to call every month just to pay with a customer service rep so that the automated system doesn’t reject the payment.
My water bill went up crazy high, then I change the water meter new bill show new meter is low already, but the bill still want me to pay that high bill? If really is meter thing then I shouldn’t pay that high right? And the phone call every time is like take forever .
If I could give zero stars I would. The ppl here are unprofessional. They speak to ppl any kind of way. And the wait time is ridiculous. Ppl never answer the phone and they take more than 24 hours to return calls. They don’t treat your …
there was a water main break up my street. WD turned on fire hydrant and it is leaking now for over one week. takes too long to report.
I sit here in hour 10 without running water. I just brushed my teeth using a one-gallon jug of Poland Spring, which I will say, pleasantly reminded me of Mexico. I’m also getting married tomorrow. I had been expecting to take a shower, but …
REALLY poorly run. Not sure if they pay terribly so the people who work there are uncaring, incompetent or just overall uncapable of doing ANYTHING correctly. Philly is poorly run, and the water department is the bottom of the barrel. …
Turned off our water with no notice. Supposedly our house, built in 2015, needs a new meter and we were never told. They just came and turned it off with no warning, notice or explanation. I had to call ten time before finally getting …
If they’re upgrading your water meter, make sure it isn’t leaking from a shabby job before the tech leaves entirely. Have been calling around endlessly just to get this one tech back into my house and stop the leakage.
The water department billing statements have been accurate for over three months. They are adding late payment fees to fees that we’ve already paid on time because their computer system can’t keep up. I have a help loan that is now doubled …
If I could give them 0 stars, I would. I would consider moving out of the city just so I do not have to deal with such rude, incompetent people again. I have not had a single issue resolved by the water dept.
Their close 3 of my tickets without doing any work over 2 months. Then finally their inspector/ investigator came and opened up a sewage cleaning ticket, and I’m waiting for another month for someone to come to clean it. And calling almost …
This is a great spot for lunch, the second floor features a nice indoor balcony with a plentiful garden of native Pennsylvania plants and friendly foliage. You can hear the murmurs of humble, jovial employees conversing among themselves in …
Around 10:45 pm last night (7/17/20) my wife went downstairs to our basement to check our sewer line because I went to use the kitchen faucet and water was very slowly trickling out. When she went downstairs to our finished basement there …
I contacted PWD twice. Scheduled an appointment both times at the time they gave me to upgrade the water meter. Whoever was assigned was technology-challenged as they did not call ahead. …
The water department really needs to hire people!! Been trying to get in touch with someone for 3 days. Left messages waited for my place in line with phone and not one call back. Now on hold for 20 minutes. How are we supposed to pay bills …