Emerald Coast Utilities Authority - Pensacola, Florida

Brian O.

Omg this place is the worst I ever dealt with.
I moved 2 months ago. And thought I paid my bill. Boy was i wrong.
The shut off came and was called by my 91 year old mother that there was no water.
Well due to trash and sewer bill not being paid. I paid but for wrong address.
They had peoples water shut off my water.
Well the bill was paid at 137pm and was told a work order was placed.
Well here it is 800 pm and no water.
Even though they were informed about an elderly person living there. No one ever showed up.
Ecu tells me they work until all work orders are closed. They lied.
Peoples water tells me they stop at 430 pm and cannot turn on till after 830 am.
This is what happens when a conglomerate runs the system.
Wish there was alternative companies to use because this company sucks big time.
Ps. ECU. My 91 YO mother said thanks and hopes she can get through the night without having a bed accident.
Regrettably
A pissed customer.

Maggie K.

Super frustrating to deal with this company and unfortunately they are the only choice. Called back in I believe end of December beginning of January to get a pick up of carpet we had ripped out. After being on hold for 20 minutes told I had to make an appointment. No problem. Asked to set up appointment told I could not at this time as they were not scheduling these until a few weeks later for some reason, I will have to call back. Took to the dump ourselves. Today I call sit on hold for 40 minutes as we have additional Carpet now removed. Told that is considered construction and there is a fee. Ok, fine can I schedule for pick up please. No, you will have to call back on Monday morning and speak to supervisor who will get the work order and tell you the fee. Run around x 2. Only reason I gave 2 stars is the person on the phone both times was very polite and friendly and just doing their job.

Eric A. D. V.

I call ECUA on a regular basis, as do other homeowners in my small neighborhood in Perdido. Approximately a month ago, our recycle trash cans were not collected. WE called and a “work order” was placed. After leaving those recycle bins out for 5 days, everyone dragged them back in. Our pick-up day is Wednesday and that’s when the bin was emptied. So, if you are told a “work order” has been placed, it means nothing. Although, we are routinely told it is supposed to be picked up via work order with a couple of days……..
Two weeks ago, no recycle bins were picked up. We called again-2 neighbors, and another “work order” was put it to come and gather the recycle items within a day to 3 days. Never picked up until the next pick up day, when the recycle truck flew through our culled sac gaining about 40 mph. Last week, no recycle was picked up again-another “work order” placed on Wednesday and Thursday-we gave up Sunday and dragged the bins back in.
Today, our yard debris was not collected-palm frowns and one bag of yard debris-the driver didn’t even slow down as he went through the culdesac! Another work order was placed. I was told if it’s not collected today, I should call (and stay on hold) before 2:00PM tomorrow and a supervisor would be contacted. They routinely use the formula 6 feet by 6 feet by 6 feet….They mean the debris cannot be more that 6 feet long, 6 feet wide, etc. However, the geniuses are unaware that a they are using a cubic measurement….Which, in reality means that the yard debris cannot exceed 216 feet VOLUME. In other words, the debris would have to fit in a container that would hold up to 216 feet of debris-despite length, width, height. I do believe their truck should be able to hold such, as a Volkswagen would be able to hold such!!!
Now, on a positive, every customer service person with whom I have spoken (on a regular basis) is NOTHING but polite, regretful, and helpful. However, the people driving the recycle truck and yard debris personnel are just terrible and uninformed. They need supervision and correction. However, apparently, if this occurs, they will fly through your neighborhood at dangerous speeds and what appears to be purposefully get back at you by skipping the service for which you pay! The next Board Meeting is May27, 2025 at 3:00 PM-perhaps disgruntled CUSTOMERS should take time to show up and speak!

Gina H.

I've called customer service twice today because the garbage- green can was not picked up. The 3700 block of west Jackson Street was completely missed. I called in the first time then the garbage truck showed up and picked everyone's garbage up except mine. I always pay my bill on time. I guess he was pissed because he had to come back. I called customer service a second time, customer service told me to give it until 6:30 there there closed now. My garbage was out the night before. My garbage can has been by the road since last night. My neighbor has camera's to prove it. I don't appreciate this because I pay my bill on time. My can is still by the road at 3716 West Jackson and will by the road until it's pick up. This is not okay. Pick it up please asap

Amanda H. C.

I rented a house for 11 months and had to use ECUA per my rental agreement.

I never had an issue in all that time. My trash was always picked up on time. Recycling was the same way.

I always paid my bill in cash at the office because they charge a fee to use a debit or credit card. Everybody up there is extremely pleasant and quick to handle payments and customer service issues.

Not sure why everybody complains all the time about them. I even got a refund back when I moved and closed my account.

John J.

Horrible service. My trash has been missed 4 times this year. One time they hit it with the metal arm, knocked it over and left. When I submit a missed pickup they continually say they'll pick it up until the next trash pickup day.

Keller R.

A reliable service and company and I like their bulk pickup options. …
BUT! The bill changes every month and there is no autopay option. No auto pay was understandable in 2005… it’s now 2025! Very inconvenient for customers. I spend most of my time on the road for work and this bill is routinely a thorn in my side.

Darlene L.

Our trash service is on Tuesday's but we all know what happen this Tuesday, so the told the news that Tuesday service would be on Thursday. Well Thursday came and by that afternoon still no pick up so I called customer service and was told that they were not even working that day!!!! Was told then that our service would resume on the following Tuesday and when I asked if we were going to be credited for a week of missed service, the women hung up on me. I live in the Northend of Escambia county and we are the last to get any type of service and the first to be cut from said service. I don't know about the rest of the customers up here, but if I get a full months bill in 2 weeks, I'm subtracting $8.80 and from said bill because I only got 3 weeks of service.