I was very disappointed with how this situation was handled. Due to an error on Burbank Water and Power's end, my account wasn't billed for three months. I had every reason to believe my account was on autopay the entire time, so I had no idea anything was wrong until I suddenly received a very large bill. I called to explain the situation and simply asked if they could offer any type of courtesy adjustment or discount since the billing error was not my fault. Unfortunately, they refused to work with me in any way. I understand that I am ultimately responsible for paying for the services I used, and I wasn't trying to avoid that. My concern is that their mistake resulted in an unexpectedly large bill all at once, creating a financial burden that could have been avoided. In my own business, if I make a mistake that negatively impacts a client, I do my best to make it right. I was hoping for the same level of customer service here, but that wasn't my experience. read more

I paid my bill early every month for over 9 years. I set up auto payments on their website so I didn't have to remember to pay. When I canceled service on 10/13 they cut it off at 9 AM. Although I would have preferred it cut off in the afternoon since it was my move day and it surprised me that I couldn't put the AC on for the movers, I had no choice so that was fine, whatever. I saved $ not having to pay for more electricity. However, then they charged my account a late fee for the final bill even though I still had it set up in their system to pay my bills one day prior to their due date. I went on their website and deleted my bank account information right away. Then I contacted them via email and their employee (J.) told me he would refund my money in 6 weeks. He said I would get a check in the mail. I had a bad feeling that he was not going to follow through with it and I was right, unfortunately. The refund is $2.08. It is over 4 months later and I have contacted them half a dozen times since then. They have yet to refund my two dollars. This is extremely frustrating and disappointing. I cannot believe it is taking so long. At this point they really should provide a full refund with interest! Good news. There is a page of contact emails on their website that I found today. I had been emailing their general email but now I will email their top employees until I am given my money back that they stole! read more

Review is about the terrible customer service experience based on waiting time over and over and over unnecessarily because is multiple agencies or employees seating and as soon as someone gets to the line to be call , they unexpectedly got busy themselves and ignored fully the clients , this is so rude and unethical because is constantly every single time paying the bill, recommending to replace the whole personal for more efficient people who really needs the job or like to do it. read more

High winds pummeling our town! Burbank water and power were restoring power immediately. They got the power on in less than 2 hours! They really look out for their customers and I am truly grateful. Thank you Burbank water and power! read more

Too bad we don't have a choice. DO NOT PAY auto pay through your bank. You can send it 10 days in advance and they will still claim that they never received it and charge you a late fee. It's criminal how many people they've given late fees too. And then you can't even view your bill online. read more

I cant get ahold of anyone to activate my water and power... the website is weirdly claiming they don't provide the service. Dude no matter what state, city or county you go to, these companies are just evil/ purposely incompetent . We need to do something about them. read more

Absolutely worst customer service. I know BWP could care less about these 1 stars, as they have us by the you know what, just like any government run company. They jack up prices whenever they please, green this green that. They tell you to conserve and when you do they raise rates. read more

I wanted to thank and sing the praises for the repair team who last Friday spent the day repairing a broken water main here on Pass Ave. Upon waking up that morning we discovered we had no water, when I looked outside I observed a DWP team already on site, working on the busted pipe. By the late afternoon they were able to repair the pipe and we again had running water. This coming on a holiday weekend we were not so sure they'd be able to fix it in time yet they got it done and I wanted to thank them (should have done that in person) for their hard work and efforts to get us our water back on:) I work in the film industry and not for the city thus only motivated to leave this review of sincere thanks for their efforts. Yes some could say that's their job yet it was a main water line that burst via an old tree at the end of our street and a holiday (Labor Day) weekend thus the workers did not have to push so hard as they did and of which we sincerely appreciate their diligent efforts. Thank you DWP repair team on N. Pass this last Friday pre Labor Day. Thank you for your dedicated effort to get our water back on. read more

Update: The lack of compassion and understanding that the Burbank Water & Power shows to clients is something that I will never get over. For a "community owned" company there is a lack of resources for those under the cap. How is it "community" to only take and not give. read more

I walk in the lobby and pay my bill,then walk out. I've never had any problems. Not sure what's with all the negative reviews. I don't need any discounts or extensions and my water is crystal clear.Staff has always been friendly. Thank you Burbank Water and Power lobby staff for recycling all my unused bill envelopes. read more

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Burbank water and power processes are very old and require you to submit paperwork which seems a little irrelevant if you have the payment. They have dated processes and need to update them!!! Really disappointed with Burbank. read more

Okay...here we go...now BWP is charging 30 cents for the convenience of making an ACH payment online. I know it's only 30 cents, but I refuse to pay it. I will drop my payment off in the drop box. read more

I received an automated phone call that my water & power will be turned off in 30 to 40 minutes for unpaid bills. It gave me an 800 number for customer service. I called and the guy was like we have to investigate. I told him I had receipts and statements that make sure everything's paid to date. He says to me that the process takes 24-hrs. Service still gets cut off. He hung up. I flew off the handle. What to do? I called my property manager. Bob was sound in the approach I should take to handle the situation. So I jumped my car and went to Burbank Water & Power. The customer service representative laughed that it has been happening all day. Scam callers are that way. But he could check my address. And I am paid up to date. Not to worry. Burbank Water and Power scam called me. WTF. read more

Too expensive and very poor website and overall unprofessional customer service. Shame on you BWP

There communication between the power meters and there offices has been down for over a year now. I told them they're more then welcome to come read the meter monthly but they said they didn't have enough employees to do so. So instead they decided to do estimates for our usage based on the year before use. What they don't tell you is that they'll come back in a year, a week after they replaced the meter at our house and back charge you for the entire year that they were at fault for not estimating right and charge you for whatever the difference is. Over course they never over charge. $400 BACK CHARGES for the entire year that they messed up and couldn't communicate with there meters and there was a supply chain shortage so they weren't able to get any new meters for over a year. Now that there installing new meters there back charging all the customers for the last year the amount that there estimates were off!!!!! Unreal.... And when I call in to talk to them about it; every employee is embarrassed by the way the company handled this because alls they do now is deal with UNHAPPY CUSTOMERS. And we as customers have no choice but to use there services and deal with there horrible business decisions and they way they treat there customers. BE AWARE OF THIS!!! Just know if this happens to you they WILL come back and make you pay any differences or mistakes that they have made. Apparently it states this in the contract you sign when starting your account with them. Wild. BURBANK DWP... the real Gangsters of these streets. read more

Unfortunately, I had to call BWP multiple times due to issues with their online portal to pay my bills. After a waiting for over 25 minutes to speak to someone, the lady answering was short and rude. She was unwilling to be understanding of the issues and did not try to assist in improving the face of BWP. It's too bad we don't have other options and have to deal with this archaic system and lack of customer service. read more

They're service is always a issue with the water being cold for months to waiting for a hour plus just to get on a call with them about my account and the person on there sounds annoyed that im having trouble with my account like? then if you ever miss a payment you get overcharged more than your bill would be it's ridiculous bwp needs a shape up immediately read more

This small town company needs to come into the current century. I use bill pay through BOA for every ebill statement I receive. It's simply easier. I use Zelle or Venmo as well. Burbank Water and Power stopped sending ebills several years ago with no explanation. So I simply use their paperless system, to save paper, and wait for their email and add it to my online payments through BOA. As has happened 4 times before, this month they charged me a late fee. Even though my inquiry for bill pay clearly shows the money was deducted on time from my account. If they don't credit it to my account in a timely fashion, that is not my problem! Hire more people, update your online system, don't have people call and wait behind 13 people in the queue! Every time I've called and/or had BOA send an inquiry, they refund the late fee. So sad considering how much it cost to live in Burbank. I would expect a more modern approach to the way the billing process is handled. read more

Their Autopay system is a scam. It won't draft the payment and they'll hit you with late fees. read more

well, I rec'd a text yesterday morning that my bill was ready and I could view online. So i logged in this morning, 9:30 am on Saturday, 5/11 and the website tells me I don't have a bill! so even when I click PAY, it tells me there is no bill! So what is this? a way to make me pay late and CHARGE me a late fee? I've been trying a few times. Logging out and logging in, but the same thing happens. I can't sit all day in front of my computer playing their dumb game. Are others having this problem? BWP, please fix the website so I can pay online. And please don't charge me a late fee. read more

Amazing service, I couldn't believe they showed up so quickly to fix a problem, then came back to make sure all was good! Thank you! read more

THE WORST! Horrible people to deal with. I MOVED in AUGUST, and just today they send me a bill for my final payment, even though I paid what they said was the final payment. For $23. I don't live in the area anymore... And their "convenience fee" of $2.99 is B.S.! They said I could get around that by coming in... I DON'T LIVE IN THE AREA ANYMORE. They should have waived the fee. But they didn't. THE WORST. NOT FRIENDLY. All I can say is screw this place, and thank GOD I don't have to deal with the incompetent morons anymore that work here. read more

Had to come here to pay my water bill. Parking was easy, they have their own private lot next to the building. I came on a weekday morning at about 9:30am to avoid crowds or what not. When you walk into the building there are two lines. The one on the left is for people who are opening new accounts and then on the right is for people who have existing accounts and have questions about their bills or need to pay them. I wasn't sure where to go because there wasn't anyone to direct me, so I went to the shortest line. But then I saw that they had signs. Don't know if they ever get busy, but I would suggest coming early in the morning on a weekday to avoid any crowds or anything. read more

Had to wait over the weekend to move in to my new apartment because I didn't have the power set up in my name. Drove 23 hrs from Washington and got to my apartment right as the leasing office opened. Called BWP and at first they told me I'd have to wait until the end of the day for my application to be processed, but then Caley worked it out for me. Was so grateful she helped my moving process go so smoothly!! read more

I have had to deal with these people so many times. THEY TURNED OFF MY POWER RANDOMLY after "not being able to find my payment". I had to send them a screen shot from my bank statement to show that I have paid them. They then told me "that was odd" and that they will check again. After thirty minutes, I got a call saying they suddenly found my payment and that they weren't sure why it went to a different file... awful. They turned on my power with zero compensation for my frustration. Nothing more than a apology. If I could switch to a different company I would. read more

I hate the BWP. I'm not receiving paper bills anymore, but I was never notified of the change, if in fact there was a change to paper bills. I can't see my invoice online for some reason, so I don't know what the details of my charges are. Their website is ridiculous and this city is going to the crapper! read more

I didn't think BWP could possibly get any worse. After having to contact the city manager after multiple attempts at getting a refund for their overcharging 2 years ago this new billing system they have is a joke. They switched online billing in March. Any setup you had previously has to be re-registered. Completed their re- registration and then a glitch in their system caused me to receive 45 text notifications and approximately 50 emails. They send a BS email apologizing today at 6pm after their customers have been hounded by texts and emails for 2 days. I wasn't about to wait 30-40 minutes to talk to one of their useless customer service reps and had to block their texts and junk all their emails then go into their system and delete all my notifications. I hope a city council rep or auditor looks into this department. It is poorly run read more

bwp is overpriced and a joke!! you pay for everything! they cut the power off with no notice! dont move here! bwp are crooks! the bill is the same every month. worst company ever!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! read more

Having lived in many different communities around the country for the past 15 years I can say that Burbank has reliable service and has never been a problem for me Pretty solid customer service and the easy to setup account and billing options. read more

Burbank Water and Power - Utilities Near Me - Burbank, California

If you call AVOID Jessica at all costs, she wants to be employee of the month and treats you horrible, she talks down on you. (Passive agressive) When I asked to speak to the credit department supervisor she denied me and said she is the only supervisor there. Which is NOT true because I have spoken to that supervisor before and she is understanding and willing to help. We all fall behind on our Bill's. Jessica thinks money just magically appears. She won't turn our services on, but what she doesn't understand is if she doesn't (us paying any amount we have) then our business will have to close and Burbank water and power will never see a dime from us, because we won't have money to pay them. read more

In this day and age, it's not common to call a utility and speak with a live human but they are always available. We had a brief power outage this week when the grid went down, and not only did they get power back up quickly, they also made a follow up call to check in. read more

Recently moved and requested account closed. Payed off two bills within two weeks apart, possibly due to the closing of the account. Now they owe me money and trying to get it has been a chore. First told 3-4 weeks. Next call was told I was misinformed and now 6-8 weeks, and they are going to still run the check through even though the account is paid in full. I asked if the resident payed their bill 6-8 weeks late would there be a problem, they of course said there would. read more

Every now and then you meet a web site that is from the 1990s. These guys have a brand new site from the 1990s. They disable paste on all their forms! Good luck filling in your password from your password manager. These guys make it insanely hard to add a payment method. Attempt to pay a bill, you gotta enter everything in by hand because there's no paste. Want auto-bill? Do all that again. So frustrating. Took me 30 minutes and tons of anger to do what the normal internet takes 1 minute to do. read more

The staff here is always kinda rude, I don't know if it's because they don't like their job but please just take our payments and try and be nice :) otherwise there are plenty of other jobs out there, maybe one that you can stay home and spare the public your great attitude? read more

They're clearly running a monopoly. Their pricing is outrageous. Their customer service is awful. They are never current with the billing. I've gotten 3 bills in a month all stating different things. For this month I called in the beginning of December and was told my bill was current and everything was good. Only to get a call from them 3 DAYS before Christmas telling me that if I didn't pay $650.00 they were going to shut my power & water off. Well, we kinda need power and water for Christmas.... I feel like I'm being railroaded and there's nothing I can do about it. read more

One person in front of me. Took a good ten minutes for them to pay their bill. One one clerk behind the window so was forced to wait.

This is a ZERO STAR review. I have lived in Burbank for over eight years, and Burbank Water and Power is making me re-think living in the city. You will receive 2-4 bills a MONTH, all with conflicting/different pricing; you will pay your bill on time, yet receive pink urgent disconnect notices the following week; you will be disconnected, call customer service to find out why, only to discover they disconnect BEFORE they check their incoming mail or drop box; you will be told one thing by one rep and a completely different thing by another, etc.,etc. Oh, and if Chip is "working" the customer service window, ask for another clerk - He will not "allow" you to speak with a manager, (who he "checks" with in another room like a bad vaudeville skit). read more

An unfair MONOPOLY. If you move to Burbank you will have no choice but to be subjected to their ridiculous prices, unfair service terms, and poor customer service. All of the woman who answer the phones here are unprofessional and rude. I guess when you work for the city, you get your check (paid for by city residence) and you don't have to care if you are nice to anyone. Their customer service would never cut it in the real world where there is not an imposed government monopoly. WHY SHOULD BURBANK WATER AND POWER BE ALLOWED TO HAVE A MONOPOLY. They answer to no one and have not allowed competition. DON'T MOVE TO BURBANK!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! read more

I've got to say working and living in Burbank California is awesome. I also own a home here, I recently had a problem with water usage due to the previous owners using PVC pipe for the main waterline in. On the day that we realized we had a serious problem, Burbank Water&Power had sent an employee out to make sure there wasn't something wrong with the meter and to inform us that our water bill was going to be much higher and that there must be a leak that is significant. I immediately got on the phone to a plumber to find out what the problem was. I appreciate that they came out to give us the heads up that there was a problem. And we have repaired the problem in the meantime. I have lived in Burbank for six years as a homeowner, and it's nice to know that Burbank stays on top of their customers with amazing customer service. Because the bill was so high I wanted to pay it in person, there's plenty of parking, and very courteous tellers to explain and get you through your bill, and even offer assistance in paying overtime if necessary! Kudos go out to the employees of Burbank Water&Power. Thank you very much! read more

BWP is a municipal utility company, owned by the people it serves. I have always received excellent service when I needed it. They are willing to work with the customer to make payment arrangements when necessary, and provide quick service when you need a change in service. read more