Cobb County Water System - Marietta, Georgia

A P.

My husband and I purchased our home on November 25, 2024. On November 26, 2024 I called all utilities to inform them of our residency. I was instructed by Cobb County Water Department to email our closing disclosure. I immediately emailed them the document within minutes. All utilities remained on with no interruption. On January 9, 2025, I arrived home from picking our kids up from school only to discover our water barely streaming out of the faucets and finally completely stopping. This is also the same day an order of school closures and businesses were to be closed the following day due to a pending snow storm. With extremely cold temperatures my first thought was that the house pipes were frozen. I am born and raised in San Diego, California and being a new resident to the state of Georgia I have never experienced weather of this type or possible frozen pipes so all I could think was to call Cobb County Water Dept. The representative I spoke to assumed the pipes were frozen and rudely accused me of not using preventative measures resulting in frozen pipes. I begin to provide her my name and address and she states that the previous owner of the home called the previous day to have the water turned off and that I should have called to have the water turned on at the time we purchased the house. I explained to her that I did in fact call the Cobb County Water Dept and was told to email them a copy of our closing disclosure to which I did. She confirms it was received and stated that an email was sent to me the following day instructing me to call the office to set up services. I inform her that I did not receive an email from Cobb County Water after I emailed the closing disclosure. I also asked why did they not mail any type of notification or call me since my phone number was also in my email to them. Furthermore, once the previous owner informed Cobb County Water Dept that he no longer lived at the residence and that there are new owners that should have prompted a call or mailed notification from Cobb County Water Dept prior to immediate water shut off. I requested a supervisor and the representative made excuses why I could not speak to one. She then placed me on hold only to return stating no supervisor was available and I would receive a call in 3-5 days. I was later told by the representative that our water would not be turned on until January 13, 2025, 4 days later. With school closures, 5 children at home and one being a special needs child, the weekend, and a pending snow storm, this is completely unacceptable.I was able to obtain the emails belonging to director, supervisor, president, amongst a few other officials/media outlets and promptly notified them. By the next morning I received several emails, albeit not apologizing or taking ownership of their error while still blaming us for their water shut off, they stated they would be turning on the water as soon as possible that day. The kicker is, once the utility worker showed to turn the water service back on he states that the water was shut off in their error. So despite Cobb county management refusing to admit via email their error the worker was informed from someone at the department that it was indeed their error. I have included the email and video as proof since more than likely the department will respond with a generic response or a simple lie. This is the most inhumane and dishonest company we have ever dealt with.

Vivia C.

absolutely horrendous. terrible customer service who treat people poorly and inhumanely, who utilize lying to transfer people to another entity to avoid solving the problem or taking accountability. cobb county water system: you should be ashamed of yourselves.

company changed their billing system almost a year ago with no heads up or notice and deleted our entire account. i have been on paperless autopay for over a year and was never notified of this change.

today, at 9am as my husband and i are both at work, a tech came and shut off our water without explanation. when we asked him to please explain, he said it was above his paygrade and nothing he can do about it. he shut the water, alongside the water of our elderly and senior citizen neighbors.

after spending over hours on hold on the phone today and having paid the full amount to restore the account PLUS a $50 field services fee by 10amET, it is currently almost 4pm with no updates. when we called customer service, we were told there are literally 0 managers or supervisors that have phone numbers...we were told to try the 24 hour emergency line.

we live with senior citizens in the home and when we called the emergency line for an update, they avoided all accountability and answers and refused to help us, trying to transfer us back to the customer service line that directed us to them to begin with.

we threatened to sue and was greeted by sheer rudeness and the customer service folks wouldn't even let us speak.

i genuinely wish there was another option for water in cobb county.

Kailey B.

This is now the second time i have called in to their customer service to ask some general questions and get some answers regarding a leak on my property. Both calls waited over an hour to get someone on the line and when i finally did (both times) the ladies I spoke to were incredibly rude. One stated “clearly you weren’t paying attention to what i said previously”. Today i was told “well someone like you wouldn’t know these things now would you?” I mean seriously? I’m calling YOU to help ME. It’s YOUR JOB. If you don’t like it, work somewhere else. I’m not a rude person and i came with kindness and asking for guidance, but i was met with cruelty and criticism. These ladies you have on customer service need to be FIRED.

kablah777

Cobb makes everything easy. Super reasonable rates, and I set up automatic bill payment. Not sure why all the 1 star reviews.

Even when they switched to the new payment system a few months back they did a great job of relaying information (Web site and recorded phone line) that our account numbers were changing and we would not get any late fees while the swap was taking place.

Michele B.

I had to wait for a while on hold, but once Shameca got on the phone with me...it was worth the wait! She was so helpful in helping me establish water service for my daughter at her new home. So nice that customer service is alive and well in Cobb County. Thank you, Shameca!!!!!!

Amanda V.

They won’t answer their phone. They cut the water off whether for maintenance or emergency with no notice whatsoever ever. I was on hold 30 minutes still couldn’t get through to a human. Send a simple email or text to notify affected customers/houses, it’s not that hard.

Ed M.

Trying to find out why my water smells (like garlic). Tried to do the online form and it won’t submit. Tired to call and recording said they don’t open until 8am. It was 9am when I called. 🙄 what is going on with this place?

DD D.

My billing information for my bill was changed just out of the blue (I did not request) to my old mailing address of 2 years ago. I would not be receiving my bill if a family member who lives at that address was not bringing it to me. Tried calling billing (left on eternal hold - over 45 minutes), sent 2 written messages with my payment, and a letter to the local branch. Still no update of my billing information!!! Unbelievable!! Blows my mind why and how this was changed from the service address to an old address - and why it is taking such effort to get it corrected. TERRIBLE CUSTOMER SERVICE. I don't think anyone is even there.