Unbeknownst to us, we had a massive water leak at our meter. Since it was a very dry part of the summer and we had been adding water to the pool, we assumed that to be reason for the high bill. Then one day I received a text saying a service rep would be there in 30 mins. Metro Water Services took it upon themselves to come out and take a look, found the issue and FIX it on the spot. Demetrius Garrett was professional and fast. He explained the process to me and ensured me the bill would be adjusted. I then followed up and spoke to Brian #37 who took the time to make the billing adjustments right then and there. No waiting for the 'process' to catch it and fix it. These guys couldn't have been better! read more

I would like to commend the work of Travis, a metro water meter employee. We had had a mailing to let us know a crew would be checking our meter and water supply line several weeks ago. Indeed, they came last week and opened the front yard water meter. They left a notice that we should probably have a plumber check our personal water pipes on our side of the water meter. We opened the water meter area and it was full of water; The meter could not be seen or read. We called Metro Water and the service man was Travis. We explained to him that our water bill has remained stable for at least the past year; we checked. Travis, bailed out the water, checked and discovered that the water meter needed replacing. He did the work and the meter was accurate, in that, it did not "run" while all of our water was turned off in the house. We are so grateful that Travis was our service person who accurately diagnosed and repaired the problem. -Happy Metro Water Recipient :) read more

I have had excessive water bills now for over two years. 4 to 5 times the norm. Started around the time the new meters went in. They sent out someone to check the meter and they said it is working fine. Many in my neighborhood are having the same issues. I have had a private company inspect for leaks and found nothing. $300/month for 2 people/small house/normal use is absurd. Hard to talk to someone about it and only get the company line answers. Typical bureaucracy. Literally a couple neighbors have moved out of Davidson county because of it. May have to do the same. Class action suit anybody? read more

After one roommate moved out and ended our service, our water was turned off. It took 3 days to get it turned back on. Within an hour after our water was turned off, we had called, set up a new account, and paid. We had to make multiple phone calls each day and they kept saying someone was on their way out. In all fairness, I don't think it was an issue in the customer service side because they were also getting frustrated that the techs weren't showing up. It was so frustrating that we all had to continuously call, wait on hold, and ask someone to come turn out water back out. They finally did by Friday around 4pm. Also another frustration, their hotline has no voicemail and will continue to keep you on hold even after hours. read more

Terrible company. Came out a day late and didn't turn the water on because they detected a leak, only to charge me $50 to come back to turn it on, which is more than the actual initial activation fee. Additionally they said I had to physically be there because of the leak. I'm very busy and not always at the property, so when I tried to schedule a time for them to come I was told that they don't have a schedule, I just have to be available in a 24hr window. Who these days can afford to sit at home for 24 hours during a weekday to just wait around for a company to turn the water on? It's insane that a company that has a natural monopoly on something as critical water services is allowed to be this inefficient. read more

Almost not existing Customer service including live chat. I can't say anything negative regarding personal experience interacting with them. Employees don't have any tools or training besides to open a ticket. I reported meter malfunctioning, inconsistent reading and enormous high bill. Supervisor time response is 7 to 14 days? Overall Customer Service system is ineffective. In the meantime you have to pay the bill and be in mercy of MWS bureaucracy. read more

Metro and Government offices are not my favorite of places to spend the morning, however sometimes necessary. The H2o office was not as bad as my expectations, I was served and had my new service set up pretty quickly. The water was turned on before I made it to the new home. Thanks ! read more

Metro Water Services - Metro Water Service - Public Services & Government Near Me - Nashville, Tennessee

Expect to be over billed when you attempt to have your water turned off upon moving out. It has been some time since I have moved from one place to another with this particular utility being in my name. When I called the company to ask to have my water turned off, I assumed this was going to be a very easy process that should involved little to no problems. Tell them I am moving, and then we find the right date for my services to be shut off, move, and wait for the final bill to come so that I can pay it, and move on. That was NOT the case. I ended up being billed twice for minimum water services. Read that correctly. I got billed for minimum services (because the household did not go over the minimum require usage during the month) twice. Once for the 30 day billing for $17.80, and then I received a SECOND bill for $17.80 for FOUR DAYS of usage after they had read the bill for the monthly. This seemed a bit ridiculous in my opinion to be billed almost $40 for this. When I called, the customer service representative should have informed me of when my meter was being read, so that I could cut the water off then, or they should have inofrmed me that I would have been billed an aditional $18 for any usage below the minimum for any amount of days that we kept our water on. So even if our bill got read on the 30th day of the month (for hypothetical purposes of this analogy, lets say it was the 29th of whatever month you chose), but they were not cutting our services off until the end of the month, and we flushed a toilet ONCE, on that 1 day service was still going, we would STILL get billed $17.80 for minimum usage. I attempted to dispute this charge, wanting to just be billed for the usage during all this time (a total of 34 days). I had to go through several people, finally speaking to Office Representative 3, Violet Trimble, who, I thought could change my billing. None of these people did a single thing to really help me, constantly arguing policy. This seems to be a small way that the Nashville government finds ways to steal money from its citizens. The worst part is, you have no other option to obtain water for your home. So, I am now forced to pay a bill that, even if it is the same, or close to the same price, I would have easily paid it with no problems had they just explained things, or better yet, just extended the usage out to the end of the month, making it a bill of 34 days instead of 30 and showing the usage of it all. BUT, this way looks like, and I believe is, complete manipulation of the citizens by the government to pocket more money from people who don't always have the ability to pay, you know, because of policy. read more

I had an AWESOME experience with these guys!! Quenton, Operator #27 on the emergency line was SUPER helpful. I dropped my phone in a sewer grate, and he sent a team of awesome guys whose names I didn't catch, but they were very helpful!! and they popped the grate and saved my phone for me! I'm so grateful, God Bless you all! read more

I received my bill Wednesday 1-12-2022 and was 4 times over billed.They didn't read the meter.They went by last year bill.Also I put $100 in the machine December 2021 and they ripped me off.What they fail to realize is what happened last year December 2021 and January 2022 didn't happen this year.We didn't cook in this house for the holidays. So I'm going to pay CLOSER attention to December and January bill cause we do the same thing every month when it comes to water usage.They will be giving me my change back and adjust my bill. If Not I will be putting them on the news and starting a class action lawsuit. The customers will WIN! read more

My review deals with a response to a sewer clog during March Snowpacolypse 2014. In the many many years of dealing with Metro Water the only encounter I've ever had with them involved a slight problem with autobill, and some misappropriation/disappearance of drain fees that I paid on a rental. So nothing major until this week. Thursday I notice there's standing water in my washing machine, I don't think much about it. Friday I notice there's water around the washing machine and call a plumber. They spend Saturday destroying my back yard to the property line to replace the sewer main from my house. That's $2400 and doesn't solve the issue. I call Metro and they're out there in an hour with a metro steam truck. I'm assuming a steam truck is to blast scalding hot steam into the pipes to clean them, I never really learned as the guys on the steam truck looked at the pipe, the trees behind the place, and said there was no use them being there they needed a TV truck to take a look. They scheduled for Monday. The water seemed to flow for a while, then again with 100 feet of empty new drain we had some space.. started backing up again Sunday night, Monday came and Snowpacolypse hit and I didn't expect them to be out to look, and they weren't. They didn't call me, but then again we were under a state of emergency. I called and talked to an operator who sounded like she was on a cell phone and a computer from 1988. She said I was still on the emergency list and would be gotten to as quickly as possible. Tuesday morning Metro showed with a TV truck, they couldn't access what they needed and said to hell with it, the pipe's 75 years old, the part on the homeowner's property has been replaced to codes, the rest is in an easement and can't be worked on by his people, it's our turn. At least I assume that's what they said. They didn't talk to me too much. About two hours later there are three Metro trucks and four guys on my street and the next. Nobody's doing anything that I can see. I bundle up my baby and venture out to talk to one of the guys sitting in the truck and he tells me they're waiting on a survey team and a backhoe. I ask what the survey team is for and am told it's to mark the absolute end of my property and to guarantee they're not digging across power lines, gas main, etc. The show up about 10 minutes later, don't know what happened next. I heard a backhoe, and thus started the destruction of the easement/alley behind my house. I checked in a couple of times on the people to see if anyone needed anything, I don't think they're allowed to take drinks, muffins, etc but the nine people working politely turned them down. I got back to work inside and noticed at some point nine hours or so in there was no noise. The job was done except for the part they're not allowed to do(filling up the hole on my property my plumber had to leave so they could access the main.) My only complaint about what they did was not knocking to tell me I could poop again. Everyone I dealt with knew it was a shitty situation and did what needed to be done to keep the crap down. poop. read more

Worst utilities company ever. I got a new debit card and forgot to update my auto-pay so my water got cut off. I immediately paid and called to have it turn back on. They assured me that it would be no more than 24 hours, which I thought was insane but I can make do. It's now been 26 hours since I paid and I was told 3 hours ago I was next in line to get it turned on. I have a bad feeling it will not be turned on anytime soon. Making people go days at a time without running water is cruel and shows how lazy/inept people who work here are. I will say everyone I talked to on the phone was nice although unhelpful. read more

Terribly managed! Why, why will no one ANSWER THE PHONE!? Awful, total waste of time. I've tried for days. Who is running this place? Pathetic. read more

I will update this review after this summer when rains will hopefully dilute the municipal water. As a new transplant to this fine city, I have to say that the water here is horrible. I generally don't drink tap water. But with this heat, I got desperate enough to try. There's a slight metallic taste that I don't appreciate, in addition to other "off flavors". Also, I smell bleach every time we turn on the tap -- at least this reminds me to check on my laundry. Even my husband -- who drinks any tap water with reckless abandon -- thought it was horrid. We've been trying the water when we go out to restaurants and in our various hotel stays. Each time, the water was just not up to par. I happened to look on Metro Water's website, where it does explain that the water will be off tasting during the summer and early fall. I appreciate the explanation and the remedies they are trying, for which I added an extra star. Until then, I'll be drinking the 83 cent water in bottles. read more

Worst customer service. Metro Nashville needs so much improvement. Please pay attention to your customers and help people.

I started up with Metro Water it was quick and easy. The reason I am writing this is because one day it was raining and my husband and I were in downtown Nashville and we didn't have an umbrella. A Metro Water water truck pulled up handedness an umbrella that the gentleman had bought out of his own pocket and said you guys need this more than I do and drove off. That type of kindness warms my heart! read more

I'm only leaving 1 star because I can't leave zero. Dealing with this company has been one of the most frustrating experiences of my life. Our backflow device was shut off and locked without any notification while we were out of town, so we came home to all of our grass and landscaping dead. I was told I needed to have the backflow decide replaced so I did that immediately, and called back to have the device unlocked and turned back on. I was told a service member would be over in "the next couple of hours" to turn it back on. I left town for four days and returned to the device still being locked and off. When I called, I was told I had to make a specific appointment with someone in the backflow department for that, but that they had to submit the request, there was no direct number to call. Each person I spoke to on the phone had an attitude. Finally, upon hearing some someone (now TWO WEEKS later) from the backflow department, I expressed my frustrations, only to have the woman hand the phone to someone else, upon which I could hear her in the background calling me a b*tch! This place is the WORST. read more

Nashville Tennessee Metro Water is allowing a private insurance company to use the Metro Water letterhead LOGO to advertise water sewage protection. While Metro Water is being paid by this insurance for the use of their LOGO, people are assuming the Metro Water is indorsing this insurance. Channel 5 news reporter interviewed a man from Metro Water company, and he said "this was a good product, but he did NOT indorse this product". This is very misleading, so I have contacted this insurance company, and CANCELED this policy!!!! read more

This morning I spoke to a young woman who told me to contact my congressman when I inquired about not receiving prior bills. Why in the world would I speak to my congressman when MWS is the one who generates the bills? And telling a customer that they aren't listening to you simply because you don't understand what they are saying is NOT acceptable. I heard and understood everything perfectly. Unfortunately this young woman didn't seem to understand my very simple question. I believe her name was Stephanie. If your people don't know something - the correct response is if you'll give me a moment, I'll check. That is ALWAYS better than telling someone to call their congressman or just making stuff up! I've called and spoken to other employees over the years and never been less than satisfied with the customer service. Today I was appalled at how little this young woman seemed to know when she should have been looking directly at my account. read more

Metro was going to shut off my water at my new house before even calling us. I called them because I had not received a bill in the three months living there. They told me I owed close to $100.00 and that I was scheduled for shut off in three days. I asked why they did not call us when the first couple of bills went unpaid or when they made the decision to shut off our service and they stated "we dont do that". Then why in gods name do I give you my phone number! Turns out they have been mailing our bills to the wrong address. read more

As a resident of Nashville, I know you don't have a choice as to where you get your water. However, the office staff at Nashville Metro Water Service seem to know this too.. I thought their automated system was frustrating until I actually talked to someone on the phone.. Hateful, rude, and make no effort what so ever to answer your questions in a respectful way. So, to whomever is in charge here, I think it's time to clean house! read more

Never written a review before. On 11-19-2014 @ 11:00 PM went to take a shower and brush teeth for bed, no water!! Thought did I forget to pay the bill. After waiting for several minutes and numerous recordings of the same lady's voice telling you to wait for someone to answer and by this time getting on my last nerve a very nice lady answers. Tell this lady I do not have any water. She ask if i live in this affected area i say yes.she states a water main has broken in the Harding Place area and would be 6 hours until water is restored. Understand the problem could MWS not do a mass robo call to customers informing them of the outage. They have a # on file for you for services it would be a nice gesture to their part to win good customer service. read more

I have lived in 7 states. Never was the water company and sewer company separate entities. I paid the water bill. Metro calls me on Wednesday about an overdue bill. I thought the call was a hoax. I moved here in July; and never received a sewer bill because Metro Water had the wrong address. This was not my fault but either their mistake or Nolensville Water. Metro said they were willing to cut off my service. I told customer rep #39 that I had an issue with that. Her reply was "you are not on today's discontinue list but it is a possibility". Really...the mistake is yours. Her lack of professionalism reflects on her company. read more