We had a leak while away for a few weeks. SU left a legible note on the meter that they were turning water off due to big obvious problem due to reading. Dixie Plumbing found and fixed the leak. When I called in, SU lady was great and emailed me an application to explain and report costs to obtain a "leak adjustment" on my bill. I'm grateful! read more

A horrible company. Actually terrible. Our water has been turned off due to a previous tenant not paying their water bill, even though ours has been paid? Seriously ridiculous. If you can go anywhere else, I would recommend. City of Tyler needs to step in. Water is a human right, and the fact they give ZERO notice is beyond ridiculous. read more

This company is still in the dark ages with regard to technology, NO online bill pay, , cannot even check your balance due online. But they work fast to mess up billing, cut off service, and generate penalty fees. ...If given any other option for a water company....TAKE IT!!!! PS. Would have given NO STAR rating if allowed by yelp read more

This company operates at least 40 years behind the rest of the country. You cant; check your account online or pay your bill online. They tell customers to mail them a check,use bill pay through your own bank or go into the office. I went into the office and they have a security guard there. They actually do need security,because so many people are very angry when they go into the office. Most of the "customer service" reps are rude. Today 06/23/2025 I called them twice and got disconnected. The third time a message stated they are having technical difficulties, call back later. What are they using all the money for? Where is it going? They charge high prices and are certainly makes huge profits. They are obviously not reinvesting into the company. Most likely however, I'm sure the president, MICHAEL R FARRELL. is making a huge salary. You can be sure of that! read more

This company is doing me so wrong my water got turned off yesterday I went and paid it around 10am yesterday and water is still not on mind u they wasn't sending no bill here blaming it on my mail man which I have informed mail where I can see my mail before I get it no water bill wen ask the lady about it yesterday that I haven't received no bill she said we haven't received no payment since December which I let my bill go for two months if they have a problem with it why they have it like that the devil is very busy because we are for sure living in our last days and no one seems to notice are care my God be with us all read more

This company is the worst. Tell me why it is the most inconvenient, irritating, most frustrating company in this area. First, you can't pay your bill conveniently. They close at 4pm m-f and are closed on weekends. So how am I supposed to pay my bill? I work 7-6 every day. I went to pay my past due bill today in the pouring down rain and storms, and how convenient was it that the drive throughs were closed? In the freezing cold rain? I asked the lady if she realized how inconvenient it was about the hours and she responded with "I wouldn't know, I get off before we close" and then on top of that they said they will have them reconnect my water ONLY if I'm at home when they get there quote "in ten mins" mind you I live 30 mins from downtown. No wonder they have a security guard sitting there. Too many disgruntled customers. SMH. This place needs to go. read more

Piss poor customer service Can't pay water bill with a credit or debit card Can't pay online or by phone Women ate all pissy any time you visit or have a question read more

I don't think this company deserves one star that's way too much and customer service is worse with the attitude they have without cause this company needs a complete update they operate under 1950s and it's time to follow along into the next century and get online pay seriously I have to order checks from the bank just to pay this one company read more

I had a water leak, they came out and found that the leak was on their side of the meter. While looking for the leak, they screwed up my yard. I called and they told me that the cleanup crew would come by and fix what they messed up. The excuse was, they were waiting for the area to dry. Well it's been 3 weeks, and my yard is still jacked up! Even when I called to ask when they were coming after week one, they told me that they were still waiting for the ground to dry. I wish we had a choice of water company, because I would leave these people not now, but right now!! read more

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Worst utility company ive ever had. bill goes up and down for no reason, no way to pay or see bill online. cant pay by card. they are a monoploy. read more

Southern Utilities/Wisenbakers. They never got the memo that this is not the early 1900's and there are business standards people expect like a web site with up to date information, a way to check your account, a way to pay your bill. The employees are as rude and backwards as the ownership and they know you have no choice but to submit to their monopoly. read more

Mayberry RFD but definitely not as nice. They need to come into the 21st century. I would change but they have a monopoly so we are stuck with them until we move. Just like so many others have reported, no online payment system, no credit or debit cards. Very inconvenient. This is the only check I need to write. Everything else is online. Like others, had a major leak and a stuck service valve. No one answered the phone. No one responded to messages. Had plumber install secondary main water valve near house for emergencies since SUC is so unresponsive. read more

This utility company operates like it's 1965 down to the brown and gold decor of their office. It would appear as if they can accomplish nothing in the same business day you walk in the door. They do not accept electronic forms of payment. No online bill pay, no auto drafting, not even CC/Debit Cards for payments or deposits to start service. Because of their cash and check (in town) only policy a 24 hour gap of service occurred during a transfer and I was forced to stay in a hotel over night 3 blocks from my home. If there was a 0 star or a -1, I would have ranked them as such. read more

I strongly suggest you use someone else. Oh, wait...you can't. I could go and on about how antiquated and Un-user friendly this "business" is. The people that work there obviously hate it too cause they are always cranky and in terrible moods. read more

Very inconvenient to do business with. No online options, only take cash, check or money order. Can't even look up your bill if you decide to go through drive thru. DO NOT actually read the meters monthy!! And you can't get them on the phone half the time. There is water shooting up 20 feet across the street but I haven't been able to get an answer to report it. I would say it no skin off my nose but they will probably raise rates to cover their loss :( read more

Well a New paper bill is out,but still no internet payment. Well this is 2018 fixing to be 2019, in 2020 the big change? The future is dim for them I guess, Like of a old movie just can't get out of the theater. The old man is gone and it's time to start a new please. read more

This company is straight up bullshit im on Corona quarantine and my serves got shut off and I tried Calling the line stayed busy both times. I called the 3rd and 4th time and it had a hang up tone like the number was disconnected then I finally get ahold of someone the 5th time and she says they don't do payments over the phone and she couldn't do shit for me i have no one that can take it for me and now I am sick and without water I get your a water company but it's fucking 2020 make a website to pay your bills like every other utility company is doing or take payments over the phone cuz not all people can get up to the business to make their payments read more

Horrible - they are the only game in town for rural water customers & they are stuck in the 1800s. I called to report a broken water meter cover & was called "honey" & "babe" by the male service/general manager & told to "put my husband on the phone" because he felt I couldn't possibly know how many meters we have at the house. I set up the service & I pay all of our bills - I know what we have. I told him that just because I have a vagina doesn't mean I don't have a brain - he told me not to swear at him. (I cleaned it up for him & since when is vagina a swear word?!?!) Three days later we received a cut off notice because they "had been notified that my husband died". First, my husband was & is alive and second, just because he supposedly died they think I don't need water?!?! (Plus, our bill was not in arrears nor any other situation that would cause a disconnect) This company doesn't do ACH/autopay/online ANYTHING. Their water is yellow, smells like a bleach bottle & tastes terrible. I don't even give it to my pets. This company has us by the balls they do whatever they want - legal or not. Hate them with a passion. Edited: 3/2/2017 I called in to ask what an additional charge on my bill was for. (Second time in 2 months. Different code/charge each time.) It was a late fee. (this time) My check cleared my bank a full week after I sent the payment so it sat on someone's desk until it was past due. Evelyn put me on permanent ignore when I asked for her supervisor. After five minutes I hung up & called back. Evelyn answered again. This time I got her supervisor, Kelley, who informed me she'd been in her office the entire time. I was also informed by Kelley that I had been told wrong - they do have ACH service. Since 2002. (But the gals that answer the phones have told me that they do not - since I began my service with them in 2010.) Kelley assured me that an ACH authorization would be mailed to me. We also decided that I would return it to her attention via USPS & would call to let her know it was in the mail to her. She said if she was unavailable to leave her a voice mail. Kelley also stated that the law does not allow them to charge more than a $50 deposit. I paid $120. I see another reviewer paid $80. Edited: 3/6/2017 Filled out ACH authorization & called to let Kelley know I was puting it in the mail to her. Evelyn answered *again* & stated that Kelley was in a meeting. I asked to be put to voicemail & Evelyn refused. Asked to speak to someone else up front & got Carrie Sue. She also refused to put me through to Kelley's voicemail. And then she whined that she had a customer in front of her. (Not my problem - just do your job!) Got nowhere, again. Worst customer service in town. (Rivals dealing with the VA & AT&T. That's pretty atrocious.) Honestly, the monopoly that Southern Utilities has on rural customers fuels the crappy customer service. We have no other choices so the majority of the employees don't care about doing a good job. There seems to be no consequences for poor customer service & we can't switch water companies. I wish I could give zero stars. Edited: 3/6/2017 I called back & got Evelyn again. This time I got to speak to Kelley. (The supervisor) Thank goodness for Kelley. She's great at customer service & was *really* upset that both Evelyn & Carrie Sue refused to put me to her voicemail. Kelley is going to address this with Evelyn & Carrie Sue. I also informed Kelley of the poor reviews & that everyone has been told that they don't do ACH. Kelley is changing signage & is educating the customer service staff that a "bank draft authorization" IS an ACH. (Not sure how it's 2017 & these customer service reps didn't know this!) If you have issues, ask for Kelley, the supervisor. She's great, wants the customer service to be great & doesn't like the "it's not my job" attitude of the customer service reps. In the future, I'll only deal with Kelley. The rest of them make me want to pull my hair out. read more

This company is a joke. They should get with times and offer online payments so people don't have to hassle with checks or money orders to mail in. When you mail them btw, their mail I was told is sent thru dallas first and then sorted and resent to tyler so it takes twice as long to post!!! Beware of that. If you are late they will cut you off in a heartbeat!! The two workers who came out to our house to "check the meter" ended up purposely breaking it.. so that we would have to pay to replace it!!! What crooks! We would leave this company for sure if there was another option in this area. read more

I would give no stars if possible. Worst water company EVER. My Julys water bill was 25 dollars and August came out to 182 which is impossible due to the fact there's only 2 people in our home and we were out of town for 2 weeks during that billing period. All of my neighbors are also experiencing extremely high, double, quadruple or more water bills. They tell everyone that they have a water leak. Also there is no way to pay online or over the phone which is very inconvenient. There is definitely something fishy about this company. I moved from that area, am now with Tyler Water Utilities and my water bill has consistently been about 30 dollars a month. read more

Water bill went from $35/mo for 6 years, then shot of to $700-$800 month for no reason- leaks could not be found, then the bill magically went back down to normal amounts after several months of paying CRAZY amount for water. We don't have a pool or water leaks that could be found. No online options to pay. Oh, you need to change your bank account that they draft from? Don't bother calling...you have to do that IN PERSON...can't be done over the phone because they need a paper form signed. Welcome back to 1980. read more

WORST. COMPANY. EVER. the employees treat you poorly, there's no way to pay online, no electronic anything, so very antiquated, it pisses me off...hopefully the useless old farts who run this place will retire and someone new will come in and get it up to speed...clearly no profits aren't going back into the business. read more

Noticing that the only review is from 2011, things have not changed since then. No website! No way to pay electronically! What century is this? I cannot even figure out how to set up an auto pay with them without going to Tyler during the week and paying them in person. Very inconvenient since I live in Dallas and I am trying to pay a bill for our Lake Property and would rather not take a whole day off for this. Do they just have their head in the sand? Do they figure they are the only game in town so why bother with customer service? read more

I truly despise this company!! I called because I do not have my bill with me & wanted to make sure I could still come inside the lobby to pay & what time the lobby closes...the lady said yes you have to come inside to make a payment if you do not have the bill until 4:30. However, then she adds that after 4:30 the drive-thru can still take payment without the bill they just have to look up the bill. Well if they can look it up after 4:30 because no one else is there to do so then they can do it BEFORE 4:30!! They are just going to inconvenience you because they can! Such an incredibly asinine company!! SMH! 08/14/15: Yes I am sure this family owned business' president is rolling in the dough because they certainly aren't putting any money back into this business for the hard working customers that pay their wages!! I was one day late last month because I get paid on the 1st & 15th every month & my bill is due on the 14th...my check hit today which is when it's due but like most people I work usual business hours & was unable to get their office in time to pay it. So now I will have a late fee once again when if they cared for their customer at all and set up online payments I would be able to make my payment on time! And as mentioned before the initial hoops they make you jump through just to have service turned on is outrageous! If they didn't have a monopoly on this area I would start a petition against this so called company! I have also witnessed just how rude & sarcastic their employees are! I cannot believe I have to deal with these people! I would definitely take my business elsewhere if I had the choice but I suppose that's why they get by with it! Hopefully the next generation will bring some technology and customer service to this company! Thats the only hope we have for change! read more

This company is from the dark ages. You have to pay CASH, in person, to get service transferred and we closed on our home from across the country. Thank goodness our realtor was willing to go down there, in person, and pay the deposit, in cash, so our service wouldn't be shut off. Ridiculous. Also ridiculous are the water rates which include an exorbitant conservation charge. We pay more in one month at Southern than a whole year of water AND sewer cost where we moved from. Both homes are the same size and both have lawn sprinklers using the water utility. Plus, Southern doesn't have waste treatment so we have to get ripped off by an entirely different company for sewer. Wish we had options but, sadly, we don't. read more

This is the worst company for being customer oriented. It must be managed by people who have no idea how the business works in todays world. No way of paying online. What is up with that? That should be an option. It could also mean they would have to update their system and that might cost them money. More likely the reason!!!!! read more

WOW this is a crazy expensive water company. DON'T BUY A HOUSE IN THEIR SERVICE AREA! $2 per 1000 for the first 6000 $2.5 per for the next 6000 then it jumps to $6.5 per for anything above that PLUS the $25 base charge and 1% State charge. Company isn't set up to handle credit or debit cards and you cannot pay online. And this doesn't cover sewer either. read more

Hello Southern Utilities!! It's 2018, not 1980! OMG! There are these cool thing now called Debit cards and websites. Oh, wait... I guess when you have a monopoly you don't have to upgrade and offer customer service and modern amenities. I laughed all the way out of your office today because I asked for a bill to be printed out because mine isn't making it to me in the mail. Green bar paper on a dot matrix printer.... I kid you not! I didn't know anyone still produced green bar. But maybe they haven't gotten notice that the postage rates have gone up since 1980 and that's why Three bills haven't gotten to me. So glad we were closing our account and don't have to deal with this backward company any more. Sorry for the rest of you that don't have a choice. You'd think they'd at least play '80's music in the lobby. read more

Southern Utilities is a horrible company! The GM is a complete idiot. A Crook.... I had a water leak from a sprinkler system. The pvc pipe under ground had busted and I had no clue. When I got $700 water bill I called and said hey you guys billed the wrong house. They informed that it was right but to check the house for leaks. I did and found the leak. Southern utilities said to fill out Adjustment form request with repair invoices and pictures. I did as I was instructed but the GM decision was no adjustment. It was seasonal! Really!! I've been renting for the last 10 months and my average water bill was $50 a month. In July my water bill was $40 and my September bill is just under $90(water leak for 10 days of September) but the GM said it wasn't enough history for him to make the adjustment. Really... My water usage in July was 12000 gallons and September was 23,0000 gallons(10 days of leaking) but August I used 110000 gallons! Seriously, you can't see that there was leak!! Mr. GM, you are an idiot. Southern Utilities, you may want to look at who is running your business! read more

This is definitely a company that has you over a barrel. When we first moved into our subdivision things seemed ok. However, when our subdivision started with the locking of the entry's gate, true colors came through. They demanded an entry code to the front gate, even though the back gate was open from 0830 to 1500. If we did not give them a code to the gate, their 'threat' was that they would turn the water off! Great customer service! - NOT! Be sure to check the meter as they have a habit of 'miss reading' it. Also, when you ask how can the meter reader read the usage when the glass on the meter is almost opaque, there was a non-reply. When I asked to have the meter replaced, this request fell on deaf ears. Not what they wanted to hear. I am very glad to be rid of this 'utility service' company! Good riddance, Southern Utilities! read more

Southern Utilities is the worst company I have ever had the displeasure of working with. They have the most archaic systems and have no issue with inconveniencing their clients. Thanks to them requiring a physical copy of the house deed IN PERSON, I have no water in my new house...even though we came in the same day that the previous owners had paid through. If I didn't have to use them, I surely would not. read more

This company is pathetic. The water sucks and like other reviewers have written, they are still in the 20th century. There is no way to pay electronically. They have us by the ying yang and they know it. read more

This is by far the worst water company i have ever dealt with. I have to miss work just to pay my bill and the don't accept credit cards which is completely insane. It's 2018, this needs to be fixed. read more

Beware! Moved into a new home with Southern Utilities as the only option for our water/sewer service. The new home had a septic system. Apparently Southern Utilities did not realize this for the 12 years the previous owner lived there. We were sent away when we went to sign up because of the fact we had a septic system. They told us we had to have it inspected before service could begin at the new home. We had already had 2 inspections on the septic system during the home inspection and both passed with no problem. I had the paperwork from those inspections with me. I was then told, that those inspections were not acceptable, that i had to choose from a list of local inspectors from their own list. They gave me the list and sent me on my way. After calling from their list and setting up yet a third inspection just for them, I was informed their was a fee for the inspection as well. The inspection happened the next day and of course, the septic was not up to their code, even though the prior owners had not had any issues with it. Final cost to get southern utilities to get my new service up and running for me and my family ended up being an extra $450. It was a week later before the work was completed and up to their so called code. I feel like the whole process was just a scam to get more money out of us. Fast forward a month later and the first bill is in, just a tiny postcard, with some billing amounts, no real breakdown like other utility companies we have had. No return envelope to pay the bill, and they DO NOT have any option to pay online or through your banks online bill pay service. You have to either deliver payment to them physically, or mail the card back with a check or money order and then pray it gets to them before they cut your service. I can tell you if i ever move again and this is my only option for utilities, i will look elsewhere before moving into a home serviced by them. As others have said, they are not worth dealing with. I can only hope our water quality is ok where we live, considering their lack of care for so many other company details. read more

They never contact us AT ALL when there is an issue-water line break, etc. We've NEVER been put on boil notice when I'm pretty sure brown water would indicate a contamination. The front desk knows NOTHING when you call. When you call the service center - USER BUSY. HORRIBLE. read more

My review is going to be easy. Just read all the other negative reviews you see on here, and those are my sentiments about this company. There is no effort on their part to update into the 21st century nor to be consumer friendly. They have a monopoly and they know they don't have to invest anything into their customers, because they hold us all captive! They don't even have a way of transferring a call to their service department. The customer has to hang up the main number and make another phone call. No way to pay your bill by bank draft or online. Ridiculous! Not to mention my #1 concern: the quality of the water. We don't drink our tap water, we buy bottled water or run it through a filter to cook. Our tap water periodically gets a funky smell to it, and a strong chlorine smell at least 6 times a year. Whenever we call about it, we are told it's "normal" or they are "treating" a problem and not to worry. read more

Agree with all the previous reviews on Southern Utilities - Get with the times - online payments is the way to go! Time to start calling the Texas PUC for a rate reduction, predicated on lower than average service. read more

This company is not even worthy of 1 star-they deserve 0 stars! I called at 8:00 this morning because the main water shut off valve is busted and I have a leak in the house. As of 2:50, they still have not came and fixed it. I called back and the lady advised me that sometimes they won't get messages for several days! Really! So this whole time I have a huge water leak in my house that cannot be stopped bc they do not care! Here's the problem, they are the ONLY water company around so they can do what they want-they are aware of this and just sit back and laugh at all of their customers. I'm just in awe of how pathetic this company is and I don't understand how, legally, they can get away with this! read more

Make sure you check your meter the day you move in and continually check it randomly or they will rip you off....Our first bill was $400+. Horrible customer service. You cant pay your bill online or with a credit card. Check or cash only. Wish there were options besides them. read more

WOULD GIVE A -10 IF POSSIBLE..WORST COMPANY EVER!!! "TRAPPED IN THE 70's" NOTHING ELECTRONIC AVAILABLE. NO ONLINE PAY AVAILABLE, NO DRIVE THROUGH AVAILABLE WITHOUT THEIR "BILL ON HAND". Old company that due to their monopoly of the game to outside the city people take advantage of customers. When you go in the building, the 2-3 ladies at the front, if they are not doing their nails, they are talking to each other and they totally ignore you. Their charges are extremely stupid. This is how they "CHECK AND CHARGE YOU". They say they send a meter reader out to read your meter. Once I asked the lady at the front--"How do they read my meter when my water meter is buried under 3 feet of dirt and ants and bugs and stuff". Her response was , "well we charge you an average of what other people around your neighborhood uses if we can't get to your water meter". WOW, so I'm thinking what if I go on vacation or what if I work out two (which I do) I'm paying for my neighbors bill I guess. WORST COMPANY EVER, OLD, OUT OF DATE AND VERY BAD CUSTOMER ER SERVICE. I WISH I COULD CHANGE COMPANIES BUT I CANT AND THEY KNOW THAT. read more