Chesterfield County Utilities Department

Diane Abbasi was empathetic, apologetic and very kind & prompt in replying to my email to fix an obvious billing error. I truly appreciate her effort! There was a typo in the previous meter read on our bill, which caused us distress. The bill was showing we owed $800 plus for water & we only owed $87.
Also, we initially assumed that the bill was high due to a water leak. When we called the emergency wastewater number we were greeted by a kind man who dispatched someone out to us in less than an hour. Of course there was no leak, but we didn’t realize the billing error at that point. I felt the need to give a review about my positive experience, as I know there are many negative ones.

Great customer service from the Utilities Department/Meter Maintenance. They follow up on inquiries and complete the job in a timely manner. Sending a special thank you to Luci.

We called this evening for water coming out of our water meter in our front yard. Within an hour a really nice County employee was as at the house and quickly diagnosed and fixed the issue. He could not have been more kind and professional. We were so grateful! Job well done all around for sure!

I’ve been with chesterfield utilities for over 5 years and never had any issues with them! I currently have a rental house and had some sewage backup there yesterday. I called chesterfield utilities, they forwarded me to the right person who sent out the call, and Rex came out within the hour. He was the sweetest most respectful man and I couldn’t ask for a better experience! He fixed the issue first thing this morning and made the extra effort to hold a consistent line of communication with me as the landlord. I am very happy with my experience and think Rex deserves some recognition for his good work!

Might be the department that everyone is dealing with but I have called Chesterfield County Utilities on 3 separate occasions as we are building a new home and needed to transfer service into our names. Having to call three times we not their fault. The first time the meter was not there yet but they fully explained the process and that I would NOT be without water since the builder establishes the account and they can't close the account until we have set up. The 2nd time I called I gave the wrong date. The 3rd time I called they were more than willing to update the date on the account and again noted that even if the original date remained, we would not be without water.

All CSRs I spoke with were courteous and informative. Again, this might be an entirely different department but I had no issues in speaking with anyone there. So my experiences deserved a 5 star review.

IN THE PAST, WHEN I CALLED TO PAY MY BILL, I NEVER HAVE ANY TROUBLE WITH THE PEOPLE THAT WORKED FOR THE CHESTERFIELD UTILITIES (WATER/SEWER). THEY WERE SHARP, FRIENDLY AND KIND. AND THEY WERE PROFESSIONAL FOR CERTAIN!~~THANKS, TO YOU ALL FOR DOING YOUR JOB WELL!~~KINDLY, BEV~~

I had water pooling at my meter that would not recede. I called Utilities and just slightly over ONE HOUR later, they arrived and made the repair. Can't ask for much better service than that. Thank you Chesterfield County!

I called them to turn my water back on (a rental property). They answered right away and were polite, friendly, efficient, helpful, and professional. The whole phone transaction was complete in less than 4 minutes. Thank you!

Fast ,courteous, service this morning! Told the Utilities Dept what I needed, they are going to verify and email the requested info today.. Total wait time on the phone 4 minutes tops!

Steve W

I was surprised at the poor reviews.
I have always received friendly customer service. And on the days they said they would provide a service the company has followed through. 5 stars easy

For over 20 years they have always been great. Customer service is great, when a water meter failed, they came out in the middle of the night to repair.

Had an issue with not receiving the bill until the past due one came in. Called and they waived the late fees. Other than the 10 minute wait time, pretty good and easy.

I’m not able to access the website to pay my bill because I’m out of the country. So now what?

The question is , the 200 hundred dollars deposit they will give back later or no?

They keep raising the rates without warning, and my water bill have increased by almost 60% in the last two years. It's terrible.

Poor customer service. Maybe at least act like you like your job when dealing with customers.

We went on vacation for two weeks in august. The start of the second week I received a text from my alarm company stating that it was a power outage in my area. A few hours later the power was restored.

Upon returning home we discovered the irrigation system in the back yard was on and apparently had been on the entire week because the back yard was soaked. 9/9/23 I received my bimonthly water statement $773.72

I called and explained the situation and asked for some type of adjustment. Their response was basically sorry for your luck because it was not a broken pipe they could not give an adjustment. My argument is what happened was out of my control much like a leak due to a broken pipe.

Their solution was either pay the balance or setup a payment plan.
No sympathy whatsoever.