Dekalb County Water & Sewer Service - Decatur, Georgia

Kevin C.

The staff was nice. However, in 2025, I had to come into the office to establish service immediately. We could have emailed our info in to start service, but it might take up to a week to start service. They system is not very organized.

Paris S.

I wasn’t notified that landlords wasn’t allowed to cover tenants water bill in the rent. They didn’t notify me, came and cut the water off. I was told a guy would be back out the same day if I did a new application before 4:30. I filled out the application at 2:45.

When I finally got water it was 3 days later! The first day I was told I would have it on by multiple people in customer service. I had to go without water with 2 children for 3 days is CRAZY! Do better!

Lolita M.

I’m beyond frustrated with DeKalb County Water & Sewer and their lack of modern technology to notify customers of abnormal water usage. In 2024, there’s no excuse for not having a system that alerts users to unusual activity, such as leaks. Other utility companies, like Walton EMC, already provide daily usage notifications via text or email after customers opt-in, so why is this not an option here?

Almost a year ago, I received a $330 bill for a constantly running toilet in an unused bathroom. Took months of back and forth with the representatives to figure out what was going on. When I called, the representative claimed they couldn’t fully adjust the bill because I “should have heard the leak.” She had such an attitude. Most recently, I received a $540 bill because of an underground leak near the water meter—on my side, apparently my responsibility. How would I possibly know about a leak underground if there’s no visible sign? Also, I did not "hear" this one. Why did I not receive anything (phone call/letter/email) that showed suspicious activity considering my last bill was only $60 but this one is $540+? Because they are taking advantage of the users. They

I've been told I should call if I suspect a leak, but what if I do not suspect a leak? The smart responses I have gotten are outrageous.

This situation could easily be avoided with a system that tracks daily usage and sends automatic alerts for unusual activity. If my usage increases by 90%, why isn’t there a notification? Ask the customer if after 3 days of abnormal usage, you could check with the customer, "by chance, did you invest in an outdoor pool?" "You possibly may have a leak." It’s clear the technology exists, yet this company seems uninterested in implementing it.

To make matters worse, the customer service I’ve encountered has been dismissive and unsympathetic. It feels like they don’t care about their customers at all. Instead of helping people avoid massive, unexpected bills, they leave you to figure it out the hard way. The attitudes are so bad that it is actually expected. No longer a surprise. It is only a shock when you speak to someone who is "nice."

It’s unacceptable to take advantage of customers for a necessary resource like water. Please fix this system. It’s not only frustrating but completely avoidable with today’s technology.

Here is an example alert I receive daily from Walton EMC - please tell me why you are not doing the same? Also, an image of my water usage.

Alex B.

I’ve had problems before - but when I called today and spoke with a customer service representative she was friendly, helpful, and empathetic. We had a clear outlier month of water usage and she laid out some steps I could take while they conducted their investigation.

Customer service was her priority and I felt valued.

Sonya

DeKalb county is the worst when it comes to setting up water service. They have the most antiquated system I've ever experienced in a modern world that we live in. There is no way to place an order online or call to place an order. They will either mail you an application or you can fill out a PDF form online in which you have to pay for the service to be able to email it or print it out to send it to the Dekalb county. I had to get creative and screenshot the two pages to email. No one has time to physically go inside an office and wait in a long line. This is ridiculous. I placed an application on December 2nd and it is now December the 5th and I still have no water. I have to email back and forth with one of the representatives who takes a whole day to respond while I sit in my home with no water, a crucial utility. This is unacceptable and they need to get it together and catch up to the modern world. Please get it together!

chloe J.

Went the day after Christmas to make a payment, teller #6 is very unprofessional tried to steal my change that was owed to me. until I recognized what happen she immediately went to break made me wait bc she "" on break before she wanted to service me again. didn't get a chance to find out her name but when u go and pay your bill make sure u have exact change because the clerks are scammers. And probably pocketing money.

Karlie H.

Dekalb County Water is the most inefficient government office. We should not have to chase them down to set up our accounts or pay our bills. This is the second property I have lived in using Dekalb Co. for water and while the water is great quality, the run-around is simply not worth it. Y'all have been making some great improvements, but you need to keep it up and fix your protocols. I am so frustrated.

D G.

Very unprofessional and ignorant. The staff also personalizes things. Pure trash water company with trash employees. I bet there are better service providers in 3rd world countries.