Crossroads Utility Services

As long as you are never even 1 day late paying your bill then no issue. However, forget and miss a payment or have something happen like losing a job and miss a payment and your water is cut off within 48 hours. They do not call you to see why the payment was missed or how they might help resolve the issue, you just see a white pickup pull up and then the water is no more. They will turn it back on when you give them $150 plus the billed amount you missed. Never expect help or support from them.

This company should not be doing business with anyone.



Their billing dept. is a complete joke. They have zero common sense or customer service skills. Their scheme is to get you to pay your bill online so they can charge you an extra percentage in order to process it and they call it an access fee which seems to be around 5%. So instead I opt to mail them a check using bill pay. Well they charged me a late penalty once because my pre-scheduled check did not arrive on the due date (sent 4 business days in advance) so my bank called them and eventually got the late charge taken off. Last month not only was the check sent out 4 business days before it was due but I also had it set to pay 2 days before it was actually due and then they said they did not receive by the due date and tacked on a late fee. They will not reverse it even after my bank called and told them the payment was mailed out 4 days in advance and can see the postmark and the check was dated to match the pay date I had selected (two days before it was due). On the bill it says "PAY THIS AMOUNT AFTER YOUR DUE DATE". Well If my check was mailed 1 week before it was even due why in the world am I paying a late fee? Why? because they want me to go online and pay their fee to ensure timely payment. I absolutely think they held on to the check an extra day before processing it so it would come across as late. I do not normally believe that companies are actually doing this type of thing but this is the only company I have ever had issues with bill pay. My bank paid my late fees because this company is so ridiculous, they said that there is rarely any issues and almost always resolved when they call the company and explain how the payment was made well in advance. Not this company, no.



I do not think I have another option for a utility company because believe me I would not be giving this company money if I didn't need water. They should just fire everyone and start over. I would be ashamed if my company had such terrible reviews and did nothing to fix it.

Absolutely horrible experience. I'm appalled.



We are no longer living in Blockhouse, however we are attempting to sell our house. After missing a water bill (but finally receiving a warning that our water was going to be turned off) I called to pay it. They already turned off the water that morning, which was fine as we weren't living at that location anymore. I told the lady to keep it off, and I'd just pay everything that was due. I specifically told her I did not want any more bills from this address.



A month later we receive a bill for $184!!! I call them on Monday (today) and get a hold of Deborah Junk. She tells me that because my account isn't CLOSED we're still being billed a base fee of $50 plus fees! I told her about the conversation I had last time I dealt with them and she simply says, "Sorry." Apparently this was MY fault for not magically knowing that they would keep charging us, after I specifically told the lady last time that I DIDN'T WANT ANY MORE BILLS FROM THAT LOCATION. I tried to talk to someone further up but apparently she is as far up as it goes. There are no more numbers to call. No more accountability for bad customer service. I know these calls are recorded, and I requested (not nicely, I was a bit snarly at that point) that she or someone pull that recording back up and listen to it. No motion to do that was indicated.



No accountability. This is terrible terrible service. Sure, if you don't have any issues this is a fine company. If you have issues, expect them to be swept under their rug and you to pay fees for it. Absolutely outrageous.



If you can, don't use them. Not that you have much choice in the matter do you? They sort of monopolized BlockHouse MUD. Great neighborhood, TERRIBLE utility customer service. All the way up the line.



First they lie to me, then they say, "Sorry, but you've got to pay."



Deborah Junk, you call yourself the president and work customer service, what a laugh.



---



If this gets resolved, I'll gladly remove this review or edit it, but if this review is still here months and years later, it is what it is.

They SUCK! Sonterra MUD managed by Crossroads Utility Service. It would not let me post without the minimum 1 star. They do not even deserve that.



I and several of my neighbors are interested to know exactly how many people are being ripped off by this company. They consistently misapply payments to wrong accounts then force the homeowner to pay a reconnect fee when they disconnect the water for nonpayment. This has happened to me 2 times now. They have the WORST customer service and WILL NOT attempt to resolve the issue. The day they put a disconnect notice on my door, is the day they turned it off and dated the notice for an entire 7 days prior to that date. This company has to be stopped. It's ridiculous what they are doing. We have asked for a statement of payments several times. We get no response back from the main guy in charge. Every time we call, he's not in the office or on the other line they say. We have yet to speak with anyone useful in that Round Rock office. They are located on Forrest Creek in Round Rock. Please help! We are desperate.