Shady Grove Utility District

Due to a few crossed wires and missed communications, our water was shut off. We are home owners with a long history of reliable bill payment, despite having a few errors with Shady Grove. Shady Grove policy does not require them to door-knock to notify of a shutoff, which is understandable for the agents personal safety. It comes off as very passive aggressive, but the policy is understandable and I personally neither agree nor disagree with it.

Shady Grove recently added an Auto-Payment option to their web site which should alleviate any issues in the future, as sometimes manual payments get forgotten or missed. It's 2023, and the rare bills that don't have an auto-pay option are few and far between. Regardless, this was a misstep in our own personal book keeping. It is, regardless of feelings, our responsibility as homeowners to pay due bills on time regardless of the convenience of that process.

I spoke with Tammy (Tammi?? Sorry if I'm messing that up). She also involved her manager. Despite clear policy on their end, they understood my situation and we came to a resolution that was not only acceptable for both parties but also exceptionally "human".

If you are a habitual offender or non-payer, I could understand how there would be no room for negotiation. Once a reputation has been formed, you must work to repair your reputation before trust can be established again. That's just common sense. Empathy is not a considering factor. Furthermore, as I talked with Tammy, she explained the depth of their policies and made it clear that even if you did become a habitual non-payer, or late payer, you have the opportunity to reestablish your good standing as a customer over a 12 month period of correctly and punctually made payments. This means that no party can be discriminated against and all customers posses the same opportunities to be considered and treated as customers in good standing with Shady Grove Utility District.

I was quite unhappy when I realized my water was not on. However, cool heads prevailed, error was identified, error was remedied and the discussion ended with all parties satisfied and appreciative of each-other as reasonable human beings.

When resolving a conflict with Shady Grove, be honest with yourself. Be humble and be willing to admit where you made mistakes whether they were intentional or not. Do not look to exploit the kindness of their customer service staff. With a little honesty and understanding, and a reasonable request for the resolution you would like to negotiate, these people will humanely engage in a more than fair resolution. I was beyond satisfied and again delighted to know that even our utility companies still have small town charm and a sense of neighborly duty to their customers.

Great job, Shady Grove Utility District. You deserve praise where praise is due. I would not have taken time to leave this review if it was not deserved. Thank you for not having hard hearts. You are appreciated.

Footnote: This review is strictly in regard to customer service and service shutoff resolution. This review has no bearing on my opinion of water quality, hardness or sanitation. I do believe there are improvements that could be made in regard to the downstream issues our community experiences due to the water coming out of our faucets, and would be excited to discuss my opinions and experiences with Shady Grove at any time. I also, although firmly against price hikes, believe that through a very minor price increase we could see massive savings and other benefits for each and every Shady Grove customer as a result of a few modifications in the processing and deliver of the final product; our water.

Really nice people. My pipes burst during the holidays and I was five hundred miles away from home. Linda offered to adjust the bill but since it was only fifty dollars higher than usual and they can only adjust it once a year I just chose to pay the entirety. GET The two dollar insurance ppl!. Totally worth it! Thank you Linda for kindly taking the time to explain the insurance and for being so pleasant to talk to! You're an asset to the company and the public.

Linda was very informative & explained that every 12 months you get an adjustment. Very professional.

Very friendly and helpful when we went to set up account.very easy to pay bill and have never had any issues

First Class service on the front end. Tammy was great.

Spoke with Linda today, she is always very polite and helpful!

Most unreasonable people on the planet

This is not a particularly bad utility company in any way despite the other reviews. I've found that they require a hefty deposit if you don't have good credit. I believe that is normal. Their online payment option charges a fee if you pay by credit card. They do have automatic bank draft. Really, if you pay your bill, you're fine. I've never had any problems to complain about - they're just a small town utility that doesn't have the latest technology.

To be completely honest I have a mixed experience with this water provider. Some times they are impatient and sometimes not. I own a property there in Kodak and it has been difficult in the past to get my tenants water turned on.

We have to empty calcium from our hot water heater every few months and it's brand new! Our house is barely 3 years old!

Water pressure to high. I feel they are turning the pressure up to make us pay more. I am contacting the epa. The environment protecting agency. My calcium build up was super high enough to make a small child. Not happy with them at all.

Someone needs to start filing law suits against this company. Not only do they take a 100 dollar non refundable deposit when you first start service. They have no grace period on their billing. They also charge a 50 dollar reconnect fee that has to be illegal. There is a such thing called price gouging. I needed 24 hrs to pay my bill my work deposit was late due to changing direct deposit. They shut it off. Costing me double 24 hrs later to turn it back on which could pay another month of service. They are ripping people off due to the need for water. Due to the fact there is no other water company in the area you are stuck using them. Contacting the states attorney General. I've saved everyone's complaints on here. They are being forwarded to the attorney General and a local attorney.

Linda should be fired, she is rude and incompetent. Try calling them and see how she answers the phone and speaks to you. I can hear her perpetual frown through the phone.

On top of that, the water quality is horrendous; there's way too much calcium which wrecks your hot water heater.

This is the worst water company I've ever had the displeasure of using.

If I could give them a negative star I would worst water company ever they're rude they're disgusting to people that actually work while they step behind a desk and do nothing but take payments and shut people's waters off I've never met a utility company that has never given an extension I paid my water I paid the $50 reconnect fee and they still yet to come out and turn my water back on they are money thieving low lives and I hope that whoever gets shady Grove utilities be aware on what they do they will steal from you

This company is a joke. None of my family has lived in Tennessee for almost 2 years. My mom did, but she passed away in 2020 and we sold the home in early 2021.

Never heard a peep from this company again...until today. They call me screaming...literally screaming at how I owe a water bill? I let them know know I don't own the house and had sold the house in 2021 and that they need to contact the owners - not me. Now, normal people would hear this and say 'Oh...we still have your number on the file for some reason lets correct that...' or something to this extent.

NOT SHADY GROVE! They double downed. They told me they were going to go after my credit and send me to collections for 'refusal to pay.' Are you kidding me!? I could hear...I want to say her name was Linda...frothing at the mouth because I apparently dared to contradict her or proved that she was wrong.

I cant wait for *this* collections call. . .

Can we please all file a complaint with the BBB so maybe something will be done. We have no other options than to have water service with this company and its so wrong how they do people. I did not get a bill in the mail so it slipped my mind and i get home from work and my water is off and all i wanted to do was take a shower, so i call to pay it at 4:12 pm and have to pay a 50$ reconnect fee and then tells me that since its after 4 that it wont be cut back on until tomorrow. So why do we have to pay the 50$ fee if someone cant come and turn it back on?? Im also pretty sure they dont close until 5 so why can you not come turn it back on? Its a bunch of bull!! Reading the reviews on how they do people i do not understand how they get away with it!! SMH

I hate this water, it is nasty. Clogged up every drain line
I have. I got a call recently that I have a water leakage.
Plumber came and showed me that there was no water
flow going through the meter. They claim I used 10000 gallon of water.
Only me living in my house. They insisted to the plumber
that there is a leak.

Water was shut off the morning after the due date. No grace period whatsoever. We normally pay well before due date but never received a bill or email, so it slipped through the cracks this month. Water quality is so terrible it's not drinkable. It literally tastes like mud. We have to buy water by the 5 gallon jug just for drinking and making coffee. Everyone with the same experiences with these SHADY people should go straight to the BBB website and file a complaint. Hopefully if they get enough complaints, someone will HAVE TO investigate them.

I would give a 0 if possible. Had a leak on landlord side of a rented lot. Called them several times when being worked on and they assured me bill was fine. Got a 517.00 bill today nothing they can do because I had a claim in September for leak under trailer. But I am a good customer so I can pay over the next 6 months plus my regular water bill. I barely pay my bills now. Oh and if leak again I have to pay that also. Unreal people