Madison County Utilities - Richmond, Kentucky

Jeremy

0 Stars if it was possible, Cannot believe you have to have a check to set up autopay.
I used to live where Richmond Utilities was my water co and man was it better.

I didn't have to pay to use a card
I didn't have to pay to use autopay
I didn't have to call or visit the office to set up a payment method
I didn't have to use checks to set anything up.

Man those were the days.

Mother P.

Where is the accountability for this company. My family has been waiting over 2 weeks for our water. Do to their own incompetence, they did not have our water meter on file, which has been on our property for around 20 years. We in turn gave them the water meter number. They still couldn't figure it out. They were going to send some one out within a day or 2. 6 days later, after repeated attempts to contact the office and figure out what was going on, we finally hear back. Oh yay! We can start service. We've paid and showed proof of residency. Now, 4 days later, still have not unlocked meter and now it's the weekend. I'm beyond upset!!!!!!!!! Be glad I don't know who works here. Maybe I'd show up on your doorstep for the toilet and shower!!!!

Bearded B. B.

nice people on the phone, but update your payment processing. having to bring a check down and print out a form is archaic. yall gotta modernize for a utility service. auto pay should not take more than a few clicks and entering in a routing and an account number.

Jaira H.

Just called about a high water bill that didn't make sense to me. Thinking it was high because the water line busted at the neighbors house and we were without water for a little bit. The customer service rep I spoke to wasn't very polite. Very matter of fact tone, assuming we have a leak somewhere causing it. When I'm quite sure we don't. These are hard times for people financially and the lack of care in this woman's voice was not very helpful for me. I hope her day gets better.

Timothy L.

Madison Utilities is trying to hit us with a $350 water bill due to a leak that was between our meter and house. The meters are locked and homeowners have no way to read their usage and depend on the water company to alert them of higher than normal usage. We paid $3,000 to have our water main replaced the week they came out to notify us of the high usage. I asked the guy who came out to shut our water off at the meter and make note that we are taking every step necessary to get the issue resolved. Everyone we spoke to leading up to the submission of the reimbursement form had stated they will do a one time adjustment. We are now being told we have to pay for the water still at their “cost” and our water bill is +$300 still. My question is how is a homeowner supposed to know that their usage is higher than normal if a leak is out in the yard, the meter is locked and the company supplying your water only reads it once a month?

C O.

The online payment system is hands down the most outdated, antiquated system I have ever used. I am pretty sure payment portals in the late 90's were more advanced. It is amazing that they continue to use something so cumbersome to customers. You cannot sign up for an automatic payment online (go figure) so on a monthly basis get ready for pages that don't load, disabled accounts, and a password reset system that hardly ever works. Or you can call and pay by credit card over the phone - it's an automated call system that takes about 5 minutes to get through. But, just because it's automated doesn't mean you can call at any time, nope! You have to call during business hours for the automated system to work. But don't worry, you can sign up for direct deposit by filling out a paper form and driving your horse-drawn buggy down to their office. This is clearly a company in need of a serious IT overhaul.

Charles N.

Showed complete disregard when a water test showed e.coli. was supposed to issue a boil water advisory within 24 hours. They did not do it. We received a letter in the mail about 2 months later telling of the oversight. Now we are under another boil water advisory and they were the last of the 3 utility companies to put out the advisory by several hours. Can't say I am very happy with the service in the short time I have used them.

Justin S.

Polite people. However, there is a minimum bill that you have to have, which honestly is just a scam. People should be charged what they use and no more. I would switch companies if I had the option