This place absolutely sucks. I was not informed of the changes to payment processing where they removed everyone’s auto payments and we had to set them back up. I got no voicemails, emails, and the lady I spoke with couldn’t locate any records of letters sent to me. So now I have a bill of several hundred dollars. How did I not get any phone calls about this! It’s been almost a year! This seems predatory and makes me very nervous about what else they are doing with my account that I don’t know about. This place is worse than dealing with Mediacom. If I didn’t literally have to deal with them, I would have dropped this place in a second. The absolute worst.

I agree with the rude customer service. They have no problem stopping you when you are trying to explain your issue. I keep getting statements that say I have an unpaid Balance when I did pay it for that month and the lady argued with me and said "technically " you were late. The statements regenerate every 30 days and yet everytime I pay the bill on the due date but yet she tells me the balance isn't taken out til 10 days after. I'm still confused.

After a house fire, we moved and transferred service. Finished paying them what we owed on the account and began paying for service at the new house. We never once missed a payment, which is why I was surprised to receive a huge bill ($262.30) and a notice that they would be turning off my service if it wasn't paid within the week. I paid it immediately, they shut my water off anyway. When I called them to have it turned back on, they told me it was my fault because I hadn't switched my address in their online system. They sent someone out, and without even knocking on the door, they left a "Sorry we missed you" note and left immediately. Still waiting for them to return to fix their mistake.

We’re new to town. Scheduled new service for our new home. The appointment date came and went without anyone coming. My husband was home ALL day, no calls, no one knocked. Called the next day and they claimed they’d called and that they were hung up on. They couldn’t schedule another appointment until the next week delaying our move in. First bill comes and they add a missed appointment charge! Called to have it removed, they agreed ‘since we haven’t removed a charge before we can do it this once’. I pointed out again, that the charge wasn’t a valid charge in the first place and I had no reason to argue after she’s agreed to remove the charge. Their customer service is abhorrent. Welcome to Des Moines, better off will well service.

I wish there was another option in Des Moines. Their online system needs serious help. Don't expect a confirmation email if you make a payment online. They suggested I call my bank to see if my payment had made it through to the DMWW system due to their poor bill pay communication, yet said that payments reflect on their end immediately. So today I paid twice - once online and once on the phone after they couldn't confirm that I had paid online. After paying a second time on the phone my account is still reflecting a balance. Why would that be if I paid over the phone and their system "updates immediately?" In this day and age there's no reason for such a poor bill pay experience or needing to rely on confirmation numbers on a web screen you can't even access after you've clicked off of it. The rep acted as if I was lying about paying online. I've made double payments twice now because of their outdated payment system.

I had paid $100 flat online two days before the due date. Apparently the bill was $102.63 and since the system doesn’t recognize the payment unless it’s the full bill amount from the previous month, they shut me off. “Emergency” call service took 35 minutes to get to my call. Was friendly for the most part, but put me back on hold for 20 minutes just to explain that their “system is dumb and doesn’t make sense”. She then told me they’d be there to turn my water back on between 6 & 9. Called at 9:20 to get an update on how long we’d still be waiting. Was “in line” on the phone again for 35 minutes this time and was told the man was on his way and would be there in 20 minutes. Currently 10:15 and still no one. Should not have been shut off to begin with. Outdated billing system that apparently malfunctions and causes families to go without water often according to the phone operator. Simply should not have happened to begin with; now I’m also stuck waiting for an apparently understaffed crew to show up to turn it back on... wouldn’t recommend. As if we have a choice.

Went to go take a shower for a job interview I have and got no water check my front door and found a placard that had no date and time filled out good to know that's very detailed called customer service that was almost like talking to a brick wall the fact that I'm paying a service that got shut off for literally no notice is the most ridiculous thing I've ever heard

They basically killed 515Alive. No more edm festivals in the area. They changed the hours artist could play right before the event. Killed the vibe. Artist play times got cut short. Some didn't play. Right before covid. Now no one wants to come back here. Why build a stage if you can barely use it.

I'd give 0 stars if possible, we were absolutely slammed on our water bill due to a leak, no payment plan options, no assistance of any kind, just pay or lose water, the bill is $2000, who can just tpay that outright like that, this place is a joke

Bri was very nice and completed my transfer of service in under 5 minutes. No issues whatsoever.

Whether in person, on the phone, or by email, DMWW staff has been courteous, knowledgeable, and personable. Most recently, I had trouble making my payment online. I copied the error message information, included it in the online contact form, and asked for help. The next business day, I had a response. First, they verified that my payment didn't go through. Next, they told me where the problem was and steps I could take to fix it. Sure enough, I had made a mistake when I entered my payment account number. I fixed that, submitted the payment, and it went through with no problems. I appreciate that kind of customer service that treats me like a valued customer. Kudos to the hard-working DMWW staff; thank you!

Edit: DMWW resolved the issue in an acceptable manner. While I still think the situation should have been handled better, I'm willing to adjust my rating in light of the resolution. Had a rocky start with DMWW in April when I first moved in. Tried to get everything set up for the new house and was told we HAD to provide all paper documents at the office or our water would be turned off within a few hours. My wife called at a later time and was told paper documents weren't necessary, and we kept our water on. Fast forward to now (August) and we just received our first bill. This was our first house, so we just assumed that it was on a multi-month billing cycle. They never contacted us about payment. A few days later and our water has been turned off. Turns out they had our address wrong. They fixed it (somehow) but didn't inform us to the urgency of our situation. We have the money to pay, but with no bill we couldn't exactly pay it. They were plenty happy to charge us late fees and the cost of turning off our water, though (which I managed to remove with some complaining).