It's really nice to be in a city that has a local community run utility. Unlike the gas company or Edison, they are responsive and helpful and make any repairs that are required in a timely fashion. It's been great to be able to call a number and speak with someone not a call center rep. Who would have thought it would be that hard to find an experience these day that simply is a local business feel. It reminds you why? I'm happy to be in Pasadena as a resident. read more

Pasadena water and power turned off service without notice, although payment was current and automated. We called repeatedly, created an account, uploaded required documents and paid fee requested but water and power remains off. We have been going round and round with them for over a year. We inherited the property and created an account using the previous account number and uploading recorded deed. However we were told that we need to establish our own account. The online system doesn't allow you to set up service without an account and you can't establish an account. Issue finally resolved over a year after the Eaton fire during which we didn't have any water read more

I called so that this water leak can be taken care of but today the water still leaking read more

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Poor customer service. Most if not all of the city's EV charging stations are broken. Horrible mismanagement & misuse of taxpayer's money. Some POS is collecting a six figure salary. read more

My interaction with Pasadena Dept. of Water and Power was not a positive one. The representative who I spoke with was very insensitive and disrespectful. I was calling to request startup service at a new apartment. I was hoping to get the 'connection' fee waived (because my house burned down during the Eaton fires and this is why I was moving into this apartment). Southern CA Gas (SoCaGas) did waive their fee as well as some other organizations whose services were required due to the fire taking my home. Pasadena Water and Power should be ashamed. read more

we are a business in city of Pasadena and cross street doing construction for almost 3 years and every time I called for any complain they even didn't bother themselves to listen to us and since last week water of Pasadena start to do works in front of our shop without any notice .so every week 2 days our shop is totally blocked first time i called the city they have no clue they are working in this address and they told me nothing schedule here . the worst thing also they come this morning and start it again. one of the workers so mean and they don't care if you pay highest rate in Pasadena there is no rent control for commercials at least don't bother them gave them good service so they can stay in business no wonder why Pasadena turns to ghost town for businesses .if you want to open business in Pasadena think twice and then do it this city is not commercial business friendly read more

Despite paying the bills for 20 plus years, Pasadena water and Power shut off the power on a disabled person with stage 3 cancer and renal failure because the bill was in their father's name and they recently learned the father is dead. So, despite the bill being paid, they shut off the water and power to let the person die after promising nkt to do so when taking money from the person. They are soukess liars and they try to murder people. read more

We just moved into a house a month ago, and my husband spoke to someone at Pasadena Water and Power about switching over our service...well somehow in the chaos of everything, it didn't happen. So now, our water has been shut off, with absolutely no warning, no contact to us, no emails, nothing. It's a Friday so there will be no one in the office until Monday. Who does that to a family with young children under 5, at the end of day on a Friday so we have no way of resolving the issue? We have no family in state, so either we waste money buying gallons of water, or waste money on a hotel room. So heartless and disappointing. read more

So had to go there because they said our center did not pay previous electric bill. I showed them the bill and the lady asked for the previous month. I left to get the previous month bill so I thought. When I got back there, she said she needed to see the bill that was dated between the two I had. What? I left again to try and find it but no luck so I went back to tell her. Apparently, we never received the bill and the amount was exactly the same as the previous month which is why I thought I paid it. What are the odds of that? read more

if I could give 0 stars I would. As expensive as it is to live in Pasadena, you'd think the customer service would be better. Stop bringing your horrible attitude to work. If you don't like your job quit. read more

Really terrible service. They don't answer the phone after repeated attempts. Long hold times. Confusing selection process to talk to somebody. read more

I wish no stars was an option. We moved from Carlsbad, arguably a better city than Pasadena. Our water and electric bills there would be ~$150 for a single family home. Just got our April bill: $1,192.58! Found there was a leak in the water main. Called Pasadena W&P to see if any reduction in this bill is possible when it turns out that 80% of the water "use" was this leak that was dumping to a sewer below our property. Nope. No reduction. Among the many terrible attributes that make living in Pasadena unpleasant, Pasadena W&P tops the list. If there were a Yelp setting for zero stars, it would be earned. During the summer we face hideous $1,000+dollar water and electric bills but gouging in April?!?!? Shameless. Anyone hear that the water shortage is over? Apparently not at Pasadena Water and Power as they continue to charge an Arrowhead rate for what smells like sewage water with so much calcium and chlorine it has literally blocked copper pipe in our home! read more

Had the exact same experience as Mary P. Called the number, was told I needed to send my lease. Got my lease and emailed it. Was told it needed to have the landlord's signature (understandable). Got my landlord's signature and emailed it. Was told it needed to be DATED by him. Finally got a final copy over there with landlord's signature and date. Was told I also have to fill out an online request. After all was said and done, they said they could transfer over to my name on Monday (I called on a Friday and apparently they don't do weekends). Fine. Good. Done. I get a call back 15 minutes later from them asking to verify my address. But not my new address. This was an address I had lived in over a year ago...why did they need that? It wasn't in Pasadena, and regardless, the utilities there weren't even in my name! Besides that, everyone was SUPER condescending and they must take notes every time I called because she pointed out everything I had done wrong before. Also needed to transfer gas, called So Cal Gas. They asked for my name, SSN, birthday, email, phone number. Boom. Within a couple minutes, I was done, with transfer of service THAT SATURDAY. No lease, no issues, so simple. What the heck Pasadena Water & Power. read more

Rude and Rude. They cut you off mid conversation to tell YOU what YOU DID WRONG! I've called numerous times this week to have service turned on. I was told to send in my lease, and against my wanting to do so (that's fucking private information, what else do they need other than my ss#?), I did within the 24 hours AS EXPLAINED by one of the fantastic workers. Here I am... 24 hours later.. without my email being processed (or even read) and now I have to pay $60 for SAME DAY SERVICE when I requested it within the required amount of time as explained by their FANTASTIC workers. The gas company... 4 minute conversation. Gas on. Easy as that. So now I have to pay some schmuck to come flip a switch?! I know where that shit is.... PWP let me save you the trip! Why would I call 2 days ago and not just pay the fucking $60 then?!?!?!? seriously get your shit together. If the employees actually CARED and wanted to HELP PEOPLE then they might enjoy their lives a little more. A formal complain to the city is being made on my behalf. read more

Utility companies rarely, if ever, get mentioned on my list of positive consumer experiences. They tend to elicit negative emotions, due primarily to the pain I feel every time that damned bill (and subsequent pink notice) comes in the mail. In fact, I cringe when I receive any communication whatsoever from a utility company. That is, until now. The other day I received a strange box in the mail from Pasadena Water & Power. Inside the box were two (2) brand-new compact fluorescent light bulbs - and they were free. I thought that was a pretty cool thing for them to do, but that wasn't all...no! Also inside the box was an order form for an additional $75 worth of free CF bulbs! All I had to do was fill out the form and choose any combination of 15 different types (small, big, standard spiral type, decorative globe type, reflector type, outdoor flood, and even a 3-way type for floor lamps). So...in addition to sending me free stuff that would lower my bill, they were actually giving me a choice about it? A power company??? Needless to say, I immediately began searching the house, expecting to find a video camera in my toaster and Ashton Kutcher hiding in the closet with a lamp shade on his head. To my surprise and relief, I found no such things. But now that I think about it, I forgot to check the attic... read more

Word up, homies!!! Like Chris, I just got 2 free energy saving bulbs, and a voucher for 75$ towards some more bulbs!!! Hell, I don't think I'll need to light up the crib for another 10 years! Not to mention my bill will see a decrease considering I already had energy saving light bulbs to begin with--I'll be keepin' it goin' full steam! I love Pasadena, Pasadena's rich! read more

The customer service rocks compared to any other city I have been to. Everyone was super helpful and I was really impressed with their care and service. read more

not a great start. I've called several times and hear the operator(s) talking to customers, like the line was answered and ignored. ARGH

I paid my water and power bill online a month before the due date, and yesterday I received a Final Notice in the mail!!!!!! I pulled my credit card statement and it shows that payments for water and power both went through. I went to the counter and they were so rude and told me that they cannot find the paperwork. They are so rude, and in the end the woman said, "Have a nice day" Sarcastic read more

This is the only city where I cannot do credit card auto pay for water and power so have to take time out every month to log in and pay online. It's a pain and I believe making the our lives easier is not on their list. They also charge a lot of money to hold a business license as compared to most other cities, so you'd think their services would be top notch. read more

I would have to say Pasadena's own Power and Water Utility is the worst utility company to ever deal with. My home has been without water and power for over 2 weeks because they won't approve my start request. I had put in 3 different requests. First one got rejected after telling me a tech could go in 2 days. Ok, first of all 2 days? You cannot possibly be that busy. Well that request got denied because a property management company cannot submit on behalf of the owner. But we are the owner....Second request sent in. Tech would take 6 DAYS to turn on the water and power.....SAY WHAT? Is that a joke? Is there one tech for the entire city of Pasadena or something? Well that got denied because they wanted proof of ownership. Sent immediately but they wanted member names now. Since they made it so difficult to apply as a business, we figured a FOUNDING member ought to just put it under her name. No, I just got rejected again. The issue here is the customer service. They don't give enough info but they ask for everything. When you give everything, they come back around and ask for more. "Please submit a request". Ok, sent. "Are you a management company or the owner?" Both. "Home is owned by a business so please send proof of ownership". Ok, sent. "Sorry, we need to have the individual member names also listed". Ok, sent. "Sorry, you need to submit a commercial application since the property is owned by a business". Then why did you send me a residential application for a residential property and ask for business member names? Why can't a member of the business, a co-trustee and FOUNDING MEMBER activate service? I just don't get this stupid company...I'm trying to pay you for service and you guys continue to push it away. Are you allergic to money? It makes no sense. I am now going on three weeks two days from now....WITHOUT WATER AND POWER BECAUSE YOUR CUSTOMER SERVICE IS TRASH AND YOUR SYSTEM IS FLAWED. This back and forth convo has gone on for 3 weeks. Company ownership documents were sent twice. 3 service start requests were made in the 3 weeks I've been waiting, each time with new information provided per your request, and each time you reject 2 days later. Fire your customer service. Fire your staff. In fact, just get rid of yourselves altogether and go back to being a part of LADWP because frankly, you guys are simply too incompetent to handle what the big boys should be handling. Worst part of all is they say they will follow up. They do, 2 days later. So, if they plan on denying your request, you waste 2 days each time before having to put in a new one. Ridiculous, careless, useless, helpless, and hopeless. read more

I do suggest everyone ask to speak to the supervisor at Pasadena Water and Power. Keep records who you talk to in person, by phone, date and time. If you pay at the window in person please make sure you get a receipt and your bill statement back before you leave , phone always write down the authorization number, date paid, amount paid, etc. If you pay online please always screenshot for proof you did pay. If you do send any messages through Facebook Messenger always screenshot and save all the messages. read more

Water was gushing through south Euclid Ave due to a broken water supply on Alpine street, I want to command the work water and power employees who not only fix the problem in a timely manner they went extra mile to clean our Euclid street very immaculately I appreciate and command Jose and Darrel for their professional help. read more

The municipal monopoly is some bizarre throwback to a 1930s market of corrupt unions and blatant racketeering. A company owned wholly by the city with an exclusive contract to deliver services while banning all competition. A service provider owned and operated by the same people responsible for compliance and enforcement. I can't possibly imagine what might go wrong there. Pasadena Water and Power has nothing on the mind-numbing thievery and ineptitude of its big brother, Los Angeles, but it's not through a lack of trying. For the year that I was a customer, I lived in a studio apartment the size of a petri dish. My energy usage consisted of nothing more than a single energy-efficient light bulb, a refrigerator, and a laptop charged each evening. My bill? Over $100 a month. They have a Byzantine system of adding fees and not including them on the bill, or sending out an incorrect bill, or sending multiple bills at the same time with different amount on them, then fining you when you make an incorrect payment. I was routinely charged $50+ simply for being a few cents short on a payment because they added some weird fee at the last minute, or because I'd paid the bill dated May 5th and not the one dated May 6th. And God help you if that 10c discrepancy has them turn your power off: it can take up to three days for some clown to flick the required switch and turn it back on again. Their telephone help services are non-existent. Visiting City Hall, you have to deal with the usual array of city workers who speak no English and provide no service yet get paid more than me (with that beautiful tax-subsidized pension - yay). They have, however, received extensive training in the art of eyerolling, shrugging, and passing the buck. Several have a masters degree in patronizing. I was routinely told that my bills were accurate and to stop being so cheap. And the beauty of the system is that you have zero choice - you can't tell 'em to go fuck themselves and transfer to the competition. It's a set-up right out of 70s Bulgaria. In the year I've been with Southern California Edison, I've lived in an apartment that is twice the size using at least four times the electricity, yet my monthly bill is a third of what is was in Pasadena. Go figure. The criminal extortion by city services (don't get me started on the parking gestapo) is a major reason why I'd think twice about moving back there. read more

Eric was was great over the phone,it takes time. What I don't like like is charging 21.55 to change dads name to me.

First Yelp REVIEW EVER and I feel good! Working in retail in Pasadena, I can tell you that the customer base here in the city ranks up there with dealing with the devil on crack. People are spoiled and entitled and if they don't get what they want they throw adult tantrums. Adult tantrums that come in the forms of "Let me speak with the manager" and chorus lines of Veruca Salt stomping her feet and shouting "I want it nowwwww". A friend of mine just moved to Pasadena and shared their experience speaking with the people in customer service. They said they saw the reviews on here and were ready to battle it out with the reps. To his surprise, when he spoke with the rep, he was blown away by how nice the guy was on the phone. So of course that got me to looking up their reviews and I found it crazy that not one person has shared a positive experience with them. I've been a customer with Pasadena Water & Power for years so I thought it would be nice to give the employees who work here a shoutout. I've spoken to the people in Customer Service on a couple of occasions. I looked at some of these reviews and I'm pretty sure there's a lot more to it then some of these people let on. I've called in a couple of times to pay my bill, get my PIN, and do some other things. Each person I've spoken to was helpful, informative, and even personable at times. Like some of these reviewers, I had to provide my lease for the place I'm at now. I did have some issues with it and for some reasons mention in other reviews (missing my landlord's signature, the address was missing my Unit#, and the date my lease started). Imagine my shock when the rep pointed it out to me. I can't believe I didn't catch any of that before I even signed the damn thing. I was kind of embarrassed for even sending it without even reviewing it myself. Lindsey, the rep helping me, explained to me the reason they ask for the lease is to confirm the date I moved in. Simple enough. Lindsey took her time explaining the process and not once made me feel like an idiot. So lesson learned - make sure your paperwork is complete, send it in, and you'll be okay. [Side note: If this was any tell tale sign of what a half ass leasing agent I had, I should have paid more attention. That's a whole other story in itself.] Anyway, after sending in my paperwork, it was smooth sailing from there. I got my services turned on the day I requested and I've been good since. Looking over the website, there are some things that are left to be desired like online bill statements and automatic credit card payments. It is what it is though. I don't mind going online and making payments. For those new people coming in, it does say on the app to give at least 48 hours notice to start service. So for these "I want it now" reviewers, the facts are right there on the app. I also wonder what kind of things these reviewers tried to pull to make these complaints. Seriously! As they say, there's always two sides of the story. Props to the people who work here and anyone working in Customer Service anywhere in LA. I'm sure you guys deal with a lot of crap working with the public (and with Pasadena, it's safe to say you get more than your share of heavy *eye rolls*). On behalf of the 10% of the public who actually respect fellow people in Customer Service, keep your chin up. You guys are doing a great job! read more

PWP has kept us in the dark, figuratively and literally for over two days. This sucks.

I wish I could give 6 stars, I had a outstanding rep her name was shanika reed inside the office of power and water. She was so nice, knowledgeable, and even stayed late after hours to help us. She should be promoted ASAP. Spoke with 3 other reps and they all failed me but not Shanika I was so thankful for her and my family now having water !! Good people are still around...... I suggest you ask for her read more

The worst company ever to deal with. You get run around when you have any problems. We have a power line on our roof that pulled off our roof and was told they would help us. Freddie and Marco have voicemails that are always full and no one else responds to emails , phone calls or their emergency line. One department doesn't talk to the others and completely unorganized. What can you do though? You have to use them but this company is ran more poorly than anything I have seen. read more

Numerous issues with their autopay system. Inability to view past bills/statements online. Overall, very inefficient.

this is the absolutely worst utility company I have ever dealt with. Im glad they make notes in their system but instead of using those to help, they will argue how their previous rep was correct and all the things you did wrong and they still won't be helpful - even when what they are saying makes absolutely no sense or they were incorrect. The most unhelpful and rude rep of last week claimed she was a supervisor but did nothing to help: Cathryn Gomez at the Pasadena office. I complied with their additional ridiculous request and then the rep today laughed at me and said I needed more information - which contradicts the other supposed supervisors instructions. They give you directions, then when you comply they want more - why not just say everything upfront and why not honor what the other rep instructed? It really feels they are purposefully being antagonistic which is delaying productivity. I would NOT MOVE TO PASADENA simply due to their power company!!! If there becomes a choice in power providers then I would feel better about being a resident and would definitely STAY AWAY from PWP... what a shame they are giving Pasadena such a bad reputation to an otherwise great place. read more

They have express service but they don't have enough people to turn the power back on. I called Monday afternoon and the next service is Wednesday according to Kathy the supervisor. I even begged because there's a lady that just gave birth on this property 2 days ago. Horrible service!!!! read more

The worst. Numerous issues with autopay, resulting in an unexpected shut off the same day the only "final" notice was delivered by mail. $80 to reinstate because the mailing address was correct. Still don't understand exorbitant billing system. Going to take more than a few light bulbs to fix this. read more

Contacted the department for two weeks trying to get a check issue resolved, but have received zero help back. The customer service agents are the worst. When ask to speak with the managers (Kathy and Joe), they say they will call back and I never receive a call. Typical government service never holding their employees accountable. read more

They recently started tiering metering, meaning the more energy you use, the higher rate you pay per kilowatt. We have a family of five in a two bedroom apartment and have done everything we can to lower our usage, but we are five and they are comparing us to single people in other apartments. We "use a lot more energy than our neighbors" is their argument for tripling our rates, but compared one for one we use a lot less. The power bill has become a budget buster. And they promised me they weren't going to do this when a couple years ago they sent us notices as to how we are doing compared to our neighbors. read more