After 15 years as a customer, we abruptly received an insulting threatening letter from Tiffanie Nickson, Cusomer Service Specialist. The letter stated our $52 payment made two weeks before due date, had been refused by the bank for insuffient funds [we had more than $2,500 in our account, PLUS substantial savings, PLUS overdraft protection.] ECUA said because of the NSF, we would be charged high fees and be required to pay cash only for the next year. Clearly, we knew the bank would never have refused payment for lack of funds unless the bill had been higher than $25,000, so we went to ECUA who REFUSED TO EVEN SPEAK TO US, blaming the bank. Of course the bank records showed that we had the funds to pay a bill hundreds of times higher, but that ECUA had never presented a request for payment. It took uneccessary time, aggravation and highly offensive treatment before ECUA agreed to drop the extra charges. Yet, ECUA neither accepted responsibility nor apologized for their rude, highly unprofessional behavior.We are demanding that Tiffanie Nickson and whomever handles banking matters be fired. Stephen and Sherry Sapp
This company is awful,unprofessional,and rude on the phone.The customer service rep was rude and supervisor is a joke.They didn't my water back on till 2 days later after payment..They lied to me and said the water was turned on the next day..They would not issue me a small credit for not turning the water on the next day.I wish I could take my business elsewhere but they have a monopoly on us in Pensacola..
ECUA just shut off my 71 year old mothers water for non-payment. She was sent a bill that is do on July 18th. They said they sent her a cut-off notice on June 13th but she never got it. She just now had to pay extra money to get her water turned back on. How do you send a cut-off notice a month prior to sending a bill for payment? ECUA is ridiculous and their untrained customer service representatives are equally ridiculous.
I know you do not have to be a rocket scientist to drive a garbage truck but this company must go out of it's way to find the biggest dumb a.ss.es in the area. We have a grease trap for our business that has a manhole cover painted bright fluorescent orange. We have told them not to put the can on it. Where do they put it? Right on top. Good luck getting service. We have called no less than 50 times for can replacement, cleaning, different size, problems with bill, this idiot, on and on. Not one return call. Worst vendor we have ever dealt with. All their management is either equally stupid or totally useless. They say an organization is a reflection of it's leader. The moron running this group must be an incredible worthless fool.
They overcharged me on water because the meter was broken. That's not a big deal, stuff like that happens. But they never told me when it happened. I found out by calling them, and then they said they know it's broken and just to pay my normal amount, and they would have someone manually read the meter in a few days. That was over two months ago. I've called five times since then trying to figure out when it will be taken care of. Every time they say, "eventually." To make matter worse, this occurred during their "averaging period" where they determine how much my sewage is going to cost each month of the year. Since they charged me for 30x the water that one month, my sewage bill is now insanely high. When I called about that, all they said was "it might change when they do the rereading of the meter." That's just the tip of the iceberg. This company is a monopoly that doesn't care about it's customers. There is zero effort at communication and zero organization. I want to move.
Trash pickup service for yard refuge is absolutely deplorable even if you are willing to pay extra for the service. ECUA employees who are responsible for pickup, in action and deed do not do their job and senior management is nonexistent. Deplorable and incompetent service is the kindest things I can write.
Government enforced monopoly courtesy of the Santa Rosa County Board of Commissioners.I have been fighting this miserable company since December 29, 2012 (it's Jan 20 now) to get them to do what they said they would do.1.) Deliver me a trash can. They said it could take up to seven days. It took more than two weeks. I called every day. Every day they made failed promises.2.) Complete a bulk pickup that THEY OFFERED TO DO on one of my many calls to them. They said they needed a couple of days advance notice. We gave them a week. Now they are 5 days overdue. I call every day. Every day they make promises.SRC and ECUA legislated the rest of their competition out of business and created a socialist monopoly. The least they can do now is deliver sanitation service, which is the basic foundation of modern civilized society.So far, they have failed to keep their commitments. If you have a choice, choose someone else.
I completely agree Debs assessment. I am a service member stationed in Pensacola for the past 2 years and have had nothing short of a wholly unsatisfactory experience with this company. As with most modern necessities and conveniences available in Pensacola, the trash collection and sewer is Monopolized, you have no other option but to deal with the regulations they push forward. Customer service is more like customer degradation, the employees that you will talk to are rude, unprofessional, and abrasive. This company is exceptionally dysfunctional. Last note- they are not Better Business Bureau accredited.