Was pleasantly surprised with how responsive, professional and thorough MSD personnel were with our issue. They came out the same day to check the main sewer line and reported the information soon the next day. Then Jacob, an engineer, came out for further inspection and explain everything very clearly. They were all very helpful and I am very grateful for their service. read more

I had a bill that was due on 4/09/2025. I sent a check on 3,31/25 and I was sent to Collection because they say it was late. The check cleared the bank on 4/03/25. Since I always pay my bills on time, I don't know why they did this. I have never been sent to Collection read more

Will robo-call customers a dozen times in a day. Wildly unprofessional. No other utility in town behaves this way.

I recommend you do not put MSD on auto-pay they frequently double-dip and take twice as much as they are supposed to...this happens when you use a credit card or give them your checking acct. numbers...what ever billing software they are using is horrible. read more

it's the same thing every time. customer service reps talk over and argue with customers. they pressurize the conversation as soon as they feel threatened, which seems to be the case as soon as s you don't understand or question them. condescending tone from a fragile ego from multiple staff. it's like the whole team is infected with insecurity and defensive behavior. read more

STOLE $225 from me by taking my payment out TWICE when I paid by phone. Called and got ZERO help or sympathy. This is my mother's account and she is on a fixed income of social security. Caused the property taxes check to bounce. They refuse to return the money. I hope this million dollar company is feeling financially secure now that they have an extra $225 that we DID NOT EVEN OWE THEM. My family is not feeling as financially secure as we are now completely drained of any money for the month due to MSD's error. They refused to return the money they stole. Excellent company...:( read more

MSD is the worst!! They charge too much. No customer service. Billing software is terrible.

CSB #Report 1131237 I called Citizens Service Breau to report damages to my vehicle that occurred Fri, night Aug 3, due to a large hole cut out of the right turning lane on Halls Ferry at Newby Street. Damages to my rear right axle were $471.59.  The car was repaired Sat, Aug 4th.   I called CSB back several times letting them know I have not heard back from anyone and that hole was repaired Aug 7, filled in with tar. I was finally got to speak to Mark Ross, who stated he thought he left me a message and stated since the pothole had never been previously reported, it was not the city's fault. It's apparent Mark, confused my complaint with another. My report stated a hole was cut out of the turning lane, not a pothole. He sent me over to, Kent Flake, street commissioner, who stated it was Blackwell Contracting in the area and that they didn't have a permit for the work they were doing for AT&T. Kent provided the necessary information for me to contact the contractors insurance company to file a claim, which I did, but the same day, I was contacted by the owner, Jeff Blackwell, he stated that it was not his crew, but he saw new concrete work & cover at the sewer, looked like MSD's work. I emailed photos to Kent and left messages with no response. I would like to know as to who is responsible because after I called, the hole was filled in with tar the following Monday, I have left countless messages for Kent, with no reply. After making a call today back to CSB, 10-17-18, I found out the person taking my report transposed my phone number and that filing a complaint on Kent Flake for not returning calls for months only leads back to Kent because you are reporting a commissioner and that's what he is. The CSB investigators know nothing, they are just patsies but it was suggested to contact MSD to see if they were in the area, called MSD and was also told that I had 30 days to file a report. which has past because errors made at CSB, and Mark Ross never returning my calls. A lady called me back to verify some dates, address, etc. and haven't heard back. Even contacted Cris Nagus, he did the same thing, hmm.   Kent started off helpful and just dropped the ball,  Mark, is either a liar or just doesn't know his job since my number was transposed from the beginning he couldn't have called or emailed me. MSD and the folks running the city SUCK. Retired and Pissed. read more

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MSD can boast of being rude, demeaning - and unable or unwilling to be responsive to customer complaints. CS Wilson still waiting on written documentation of our visit from nearly a year ago. So there is a drain in my easement - that they admit ties into their line but it is not theirs, they also admit it is clogged, my backyard is ocean when it rains with currents that would drown a small dog. There was a 5000 pound tree that fell in my back yard. Not during rain, storms, thunder or toranados - simply from massive water accumulation. A tree that could have killed everyone in my home had it fallen a different way. A tree that just came up from the roots because of water. BUT MSD - never has a problem with billing - just customer service. Shame on you!! KNOWN for not returning calls, giving only first names (PAT) then hanging up the phone (who does that) - and what customer service class did she miss - possibly all of them. - calling contact 2, Citizens service bureau and then an attorney read more

Called in to pay my bill and the call was painful. Their automated system is garbled so one cannot be sure of what had actually happened. I decided to cancel (via Instructions) that attempt and went in to make a second attempt. I was able to guess at the garbled portions to determine what the proper course of action should be and again received a second confirmation number. To be certain I'd made the payment I called to see what'd actually happened and found that even though I had cancelled the first transaction, it was not cancelled (per instruction) which resulted in my posting 2 payments. Being retired and on a fixed income I placed a number of calls to eliminate one of the payments but MSD personnel uniformly said it was impossible because that ability to reverse a transaction had been removed from the system. Each contact at each level told me to call my bank. Exasperated I called my bank and was told that none of the transactions had showed up yet. The result was that I was in limbo. They also told me that once the double billing payment was received by the Bank, I would have to go through another step. I've read other reviews and it was strange in that I could find no compliments on MSD service, only negative ones. At each level there was complacent and lack of problem-solving skills. read more

MSD is responsible for the cave in ( sinking of my driveway and my front lawn. The street storm drain in my front lawn is collapsing . There sewer line runs under my driveway and is eroding the dirt below my drive causing it to cave in. Service people came to test it and they broke off my mail box with their truck. They cemented my old mail box up crooked. I have been placing cement and truck loads of dirt in an effort to prevent further damage. They have provided terrible customer service and will not have anything repaired prior to winter weather this year. I have made numerous attempts to have this resolved. read more

Metropolitan St. Louis Sewer District, has raised our rates again, this time over 33% for my business address and 30% for my home address. What business gets to charge customers to cover the replacement costs of doing business? What about the $2,372,357,656 Net position at the end of the year 2016, yes Billions! How about MSD take the pipe replacement expenses out of their profits like all of the other businesses? I call their number and the phone system is impossible to get ahold of a real person, then when she finally after 3 calls, answers the phone starts asking me questions, finally I said can we get to the reason I called please? The system kept saying our system is down call back later and disconnects, 3 days in a row? Every review is 1 star, I would give zero stars. This should tell them something? Highway Robbery to say the least Tam, STL read more

You pay a bill and days later it doesn't go through for no reason at all. I have made payments for a lot of things but they can never either say my debit card has been declined or my bank info isn't valid. Some times it will work but others it seems they wanna collect on late payment fee's read more

The rate structure for St. Louis City residents is grossly unfair. County residents pay much less for sewer service. The unmetered rate is far too high in price. We have 2 people in our residence and pay 80.00 dollars per month regardless of how many fixtures we have our waste is the same. The rate structure for unmetered needs to be based on occupancy not on fixtures and rooms which don't create waste water. Grossly unfair!! read more

These people are totally incompetent. When we moved to St. Louis we didn't know they even existed until they sent us a "delinquent" notice for collection of previous bills that they'd never sent. Very classy. Their website looks like it is circa 1993, and the auto pay feature fails as often as it works. They are too incompetent to notify you when this happens (even an auto-email is too much for them) and they do not reply to emails or calls. Basically it appears that their entire operation is a dinosaur, their employees don't care and the management are sinecures. Then again, maybe they are too busy defending themselves in federal court to deal with their customers. i.e. they are a government monopoly: they don't care because they don't have to. read more

Just purchased a home here in St. Louis a few months ago. I received a bill last week detailing a late payment on a previous bill that I NEVER RECEIVED. I didn't even know sewer was charged here but nonetheless, I called for information as to why I never received it and the woman I spoke with stated, well, rather you received it or not you still have to pay it. Well, rude ass, could have explained what exactly happened considering I didn't even know charging for sewer was a thing. Side note, she tried to tell me my address was on an Ave whereas it's Drive then had the nerve to lie and say the city accessor had it in my deed as Ave. Little did she know, my deed was in my office with me. The fact this company has communication issues assured me they'll have horrible personalities at the service of customers. Additionally, my water bill is around $16-20 a month so I'm unsure how that equates to a $80 a month sewer bill. A spread sheet should be given outlining how this company establishes amount due. Completely scammers. read more

Been on MSD Turf since OCT. 2016. Horrid company. I do not receive the bills on time making me late on payments. The rates keep climbing as the customer service declines. They keep trying to send my bills to collection even when I have had others higher with no pink slips or calls. There is a storm drain behind my garage that is in both ours and the neighbors backyards that overflows EVERY SINGLE RAIN and floods my backyard/driveway with TRASH and sewage. Our plants are dying, our basement has flood damage, and the driveway seal/concrete has been completely lifted from the long term water flowing over it. The water flows all the way through my property to the street where we have another storm drain catty corner, a sewer drain and then our driveway storm drain which then fills and backs sewage into my basement causing us to call more clean up crews. SPENDING A FORTUNE. I have called at least a hundred times this year to have this resolved yet somehow MSD thinks we as citizens (with no choice of company) should be paying to fix their private sewer lines for them. If I didn't have to pay you so much maybe I could! They have been getting away with enough. Choosing to be a private company to make it harder to regulate and take to court for us citizens. I have my proof of damage. I have my paperwork. Looks like we will be seeing them in court. read more

Driver with no regard for residents on Renaldo Drive, 63017. Parked in middle of road blocking it completely. He had room to park on either side leaving room for cars to pass. Refused to do so. Even after his truck was loaded. He stalled till a supervisor told him to move it. It seemed to me he resented being asked to move the truck and decided to keep me waiting. Approximately 10:15 AM 6/12/2019 read more

Just won my case against MSD. MSD sued me for not paying sewer will ($2000). I am and I never was a MSD customer. See KSDK news video

I actually would give them a 0 if there was a choice. At MSD, the people that you talk to are incompetent in what they do. They have no empathy for their problems. Started in 2017 - MSD had a computer glitch problem and did not take money out of my auto pay account for 1 1/2 years. Then after that length I get a huge bill of $775.00 for me to pay. I called MSD to see what happened and they explained that their computer system had a glitch and that I owed that money. They said I used their services and I needed to pay. In my opinion, I should have not paid that was their problem but I said fine but I needed to set up a monthly payment plan because I could not afford to pay the $775 for their problem. They agreed and we set up a payment plan. I said this won't cause any problems related to my house no lien on house if I am making monthly payments on time and they assured me no. Well, they lied - out of the blue they put a lien on my house without discussing with me. MSD is such liars. So I finally paid the money off in August 2019 after this ordeal. Then October 2019 I get a $38.50 lien release one time fee. It just never ends. They will keep taking and taking. This was their problem from the start. Once I set up auto pay for any of my bills, I watch for three months and then I don't worry about it. People watch your auto pay because MSD may have another computer glitch and do this to you down the road. If we could get another sewer company in St. Louis, I would be running that way. MSD never used to be liked this. Something happened in 2017 and now the workers are incompetent and show no empathy. I have talked to 50-100 people in the past two years at MSD. I hope to never talk to them ever again. That would be my wish. If MSD charges by water usage, they are full of crap on that. My water bills have gone down to $35 per month and my sewer bill is $56 per month. To me that does not seem right either. I know several others have complained about the correct usage being charged. How can MSD keep getting away with this? Write BBB and complain. More and more people need to spend their valuable time and complain. Now BBB only keeps complains for 3 years and then they remove. I just found this out recently from BBB which is totally wrong. So these companies that have had issues - you won't see any bad remarks if after 3 years. Sneaky..... read more

My mother died earlier this year. We contacted all potential creditors to let them know they could send us the bills until Probate occurred. All companies were great, and eventually the court took over. Every other creditor used the court system, but not these guys! Sent us the bill and when I asked for a breakdown of the bill (as there are folk there now renting) first they asked for death certificates, and then a POA! Because I now own the home, they feel like they can send me the bill, but won't break it down so we know what part was my parents' and what part is the tenants. What does it matter if the bill is paid? I simply need to be able to make an accounting to Probate. INSENSITIVE! I lose my mom and have to go through this nonsense TO PAY THEM! Also, why does everyone else have to go through Probate, the legal system, but they do not feel it necessary. Ya'll need to look at your policies as the monopoly you are, shame on you. read more