• Arizona
  • Thursday , Feb 1 , 2018

Area Info

2 minutes reading time (404 words)

Message from EPCOR

epcor-customerservice

An email was sent out to current water and wastewater customers in San Tan Valley and parts of Florence, who were Johnson Utlities customers and who are now EPCOR customers.  The email is below.

My name is Thomas Loquvam and I am EPCOR's vice president responsible for customer service. Our top priority is to deliver clean, safe, quality water to your families and we are proud to say that we are accomplishing that goal. Our second priority is exceptional customer service and we have not met your expectations, or ours. The transition to EPCOR's billing system has not been the seamless experience we planned – you are understandably frustrated and we know we need to do better.

Here are three key things to know about the transition and your bill:

  1. No rates, taxes, or fees have changed.You may have questions because you are seeing an enhanced level of detail – each service listed individually.
  2. For some of you, both the September and October bills will be due in October. We will work with you to minimize the inconvenience.
  3. Your bills will come faster, but the due dates haven't changed. EPCOR's billing system takes advantage of new technology, but that doesn't change when you pay.

There are a number of reasons why the transition has not met your expectations, or ours, including a system-wide, multi-week failure by our third-party phone vendor. But the reasons don't change what happened or that the ultimate responsibility lies with EPCOR.
 
Our responsibility is to deliver the customer experience you expected and were promised. We remain committed to meeting that responsibility and thank you for your patience. Our systems are back online and we're more focused than ever before to deliver a customer experience you can count on.
 
Sincerely,
 
Thomas Loquvam
General Counsel and Vice President of Corporate Services

To contact EPCOR:
  • 24/7: 1-800-383-0834, press 3 or 4 to speak to a Customer Care team member
  • Pay-by-Phone: 1-800-383-0834, press 3
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it. and they will respond within 2-3 business days, Monday-Friday during regular business hours, excluding holidays.
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