DWP-City Of Los Angeles Department of Water & Power

My experience here was surprisingly amazing!
The staff were on point, the vibe was fun and chill, and service was quick!
!!! UPDATE !!!
I have to add another for Aisha /​Anisha (sorry for killing your name)
… I thought I had to wait until management at my building could resolve an issue, delaying start of my service.
She found a different way, chased me down, and yelled across a city block to tell me she found a way to get my service going!
I am beyond grateful for such a surprisingly amazing customer service experience!

Service out every six months in my business. No one cares. Hours to reach a human being. Bad. Bad. Service. We pay our bill in time every month and spend hundreds of thousands of dollars and they tray us like crap. Service out again today. Say maybe 8 hours and if we don’t like it. Sorry. Nothing they can do. Hideous attitude towards customers. NOONE CARES AT ALL !!!

The call center (water) needs to undergo a series of customer service training, beyond «I feel your pain». The two stars is for the service of the field technicians once they arrived to fix the issue at hand. I don’t understand why the call center can’t be tied into the dispatch /​scheduling center to give the consumer a window of time as to when the technician can be expected. Also, why can’t the technician that shows up at 7:00 PM let his or her dispatch coordinator know that the job couldn’t be completed and that a follow-​up visit would be required during daylight hours the next day? Instead, the burden is placed back on the consumer to call (the next morning) to start the process all over again.

I realize I’m in the minority here, but I just had an amazing experience with LADWP. My power was shut off today due to a billing mishap — my fault, not theirs. The power went off around 2pm, much to my surprise and naturally, I panicked a wee bit!
I immediately called LADWP to get my bill paid and see how long it would take to restore my power. The first rep I spoke with said it wouldn’t be restored until tomorrow, which I understood — again, this was on me, not checking in on my subletter to make sure she was paying the elctric bill.
After having trouble with the automated payment system, I was transferred to Anthony from Team 9, I believe. He was incredible in his demeanor and willingness to check into things for me. He said once I paid, my electricity would be restored same-​day, so long as I paid by 5.
After making my payment I called back just to make sure it would be restored today. That time I spoke with Brandy of Team 25, I believe — another super friendly and helpful rep!
She checked into everything for me, put in a manual request for my power to be restored same-​day and even kept an eye on my status so she could let me know when someone had been dispatched to turn on my power. She also gave me the phone # of their field office so I could check in if it wasn’t back on within a couple hours.
As of 3:05, my power was stored!!!
Anthony and Brandy were so friendly and helpful — they are definitely doing LADWP proud!

I live in a one bedroom apartment in mar vista. The neighborhood behind my apartment building is really lovely and filled with large beautiful homes. 8 months ago my bimonthly bill went from $ 80 to $ 400. When I called to ask why this dramatic change in billing was happening I was informed that DWP operates on a tier system. Meaning I am changed for the average use of allllllll the huge houses on my block. Yep. That’s right. Instead of being charged for the power I use, I’m charged for the average that the whole freaking block uses. It’s pure bs. If I had the money to sue, I would. I hear con Edison is way better. I can’t wait to install solar panels and get rid of DWP all together. But until then let this serve as a helpful warning to those about to get into bed with this crooks.

Here we dwp customers go again ! Are you aware the dwp is planning a rate high in january ?? why ??? because they stated to much money was lost when we cut back on using water, like they requested us, the customers to do !!! Now, we are going to be punished by those lowdown, dirty, godless, gangsters !!!
This needs to be taken to the congress or farther if needed ! I’m sick of the lying dwp ceo’s !! money going into their pockets… scumbags !!!

How are you going to compensate for our rotting food while you take your sweet time restoring this more than 7 hours long power outage???

You probably dont have any choice but if you have any other options they will most likely be better and certainly cheaper. Avoid if you can.

WOW the workers here don’t even know how to read a meter. Our meter is (63***), the 3 is between 3 and 4, close to 4. The worker said it was 4 just because she said it wouldn’t be possible if we only used that little for two months. Because how dumb she is, it is necessary to pay extra for the meter reader to come and read.

LA DWP is really your only option, but try your best to get things in writing at all times!
In April, I attempted to use your online portal for start/​stop service. However, it would not recognize my address. I called and spoke to Nick about starting and ending service in May. When I asked Nick for confirmation of the request to stop and start service, he assured me «not to worry» and that it would be fine.
However, in July, when I was charged my first bill, it included a charge for service at both apartments for the month of June. I called and spoke to Jose, who explained that Nick did not put in the stop service request. He asked for confirmation of the request, and I explained how Nick did not give me any. After a number of times being put on hold, Jose said that I would have to fax him proof of moving out of my apartment in May. When I explained I didn’t have a fax machine, he instructed me to pay to go to my nearest Kinko’s in order to fax.
At this point, I patiently explained how I didn’t understand why I would need to go and pay for something when Nick had made the mistake. He cut me off and immediately started screaming at me about how he was trying to help me and «not to raise my voice.» There was no reason for Jose to yell; I had not raised my voice and was simply trying to come up with a more feasible solution. When I tried to explain this, Jose kept cutting me off, yelling at me not to «interrupt» him. At every point I tried to talk, Jose continued to cut me off. Finally, I asked him if he would let me speak. I asked him who to fax it to and how long it would take for the charge to be corrected. He said that he was leaving work anyway and wouldn’t be back in until Monday, and would not wait the ten minutes for the fax.
I asked him for confirmation of our call and he told me, not to worry again, that it would be recorded. I explained my trepidation, given that Nick had told me the same information. He impatiently told me again that the recording would be fine. When I asked him why he could not use the Nick recording, then, he said that the recordings take 10 – 12 weeks to access. This run-​around simply made no sense.
Jose called me on Monday complaining I had faxed him 55 pages. I had simply faxed him a cover letter and 2 pages of proof he had asked for. At this point, this information was also not enough for him, he wanted a signature from my apartment. When I explained that I was not given this, he suddenly decided it was all right. He said it would be rectified in 4 – 6 weeks. He said not to pay the part I was not charged for, and there would be no late fee. When I asked him for confirmation, he said there was no such thing once again and that I would have to «wait just like everybody else.» The charge has still not been corrected.
I was not asking for preferential treatment; I am simply asking to be treated in a polite manner with actual answers. It was a very unpleasant experience to be treated and berated as if I had done something wrong, when it was really Nick’s original mistake.

Carlos V is the man. He saved the day for my roommates and I were in some crazy conundrum with how we are on some leases with weird addendums and are being billed for past tenants. He helped figure it out and stayed chill even when we were all confused.
It’s all about timing when you go. Don’t go right before closing.

Be prepared to wait 20 – 30 minutes even if there are only 2 or 3 people in line and all 5 windows have an attendants. They just stare at you and type. And good luck if you have a service animal! The security will press you for proof and hit you over the head with questions about it in plain site of other customers in line which they clearly have no idea is illegal! DWP needs to work on their customer service. It horrible and they just clearly don’t care.

I gotta say what a joke the DWP is here in Los Angeles. I was just informed (after the fact) that they installed a new water meter and for the last 6 months they never sent a bill because of faulty meter. Out of nowhere I get a $ 2600 bill payable immediately. I think this is horrifying practice. Last time they visited a few days ago they told my assistant they couldn’t find where the meter was. When calling today I was informed they sent that estimated bill based on last years usage. $ 2600? I don’t think so.
Get your act together DWP and stop ripping people off. I see on social media they say this company is corrupt. I gotta believe it based on all of this.
Anyone know how to get someone over who really knows what they’re doing? Or who to talk to? They can’t ALL be incompetent.

Our past three bi-​monthly electric bills have dramatically increased and we can’t think of any reason why.
Our activities and electronics and appliances haven’t changed since we moved in but our recent bill more than quadrupled (around $ 228/​month) vs what we had been previously averaging ($ 50 – 60 /​month). This apartment is only 900 sq ft.
Been back and forth with DWP over phone and email to no avail — their customer service is useless.
We refuse to pay the ridiculous bills until they come check our meter and see if it’s faulty.
Probably gonna shut us off soon since this this has been going on for 3 months. Good thing we have lots of candles and flashlights. Screw the DWP Cartel!

I pay my bill in person since it’s more convenient for me. Like banks, it’s frustrating to see about 7 windows, but only 1 or 2 will be operating at a time.
For the most part, I personally have not had any kind of issue with my account; it’s never been shut off or any other frustrating matter. What I did face the other month is that my bimonthly bill cost me about $ 5 total (how I live, who knows), but this ended up being $ 68 because I was an idiot who didn’t feed the meter enough. As I point out in my attached photo, you never know if you’ll need 5 minutes or 50, depending on who is in front of you. However, this is not LADWP’s fault for the ticket, it was mine.
Meters are a pain, and I don’t know if there are any non-​metered street parking around within walking distance. The garage right down the same side of the street does validate, but it is NOT free. I hate parking and try to cut corners, so I wish it was free for 30 minutes, then maybe a small charge after that? Not sure if LADWP has any real say in this matter, but anything could help.
In closing, trust me on this: if you want terrible service, deal with Time Warner Cable.

There are no words to describe how difficult it is to deal with the DWP. Broken promises of return calls, one and a half hour hold times and nothing gets accomplished.
The rates go up and the service goes down.
They have such a large responsibility that it is frightening to me to see how they work.

They have recently changed something in there system and in the process have entered my ssn wrong as a result I cannot make payments until I go in in person to change this. My problem as I explained is I am currently in a severe injury crisis and am not able to get anywhere to amend this. I got flat out refusal from there service rep to help me or give me any information over the the phone. The fact that they have made the mistake and refuse to help me is beyond frustrating. Thanks for nothing.

Leaving a message while on hold for 54 minutes and counting. Moved out and terminated service of a previous apartment in March of 2014, and I get a bill for $ 370 for services from March to July — WONDERFUL.
Is there 0 star options?

I don’t see what all the complaining about this specific office is about. I’ve always been in and out in under a few minutes, the line moves fast, and for city workers the people working here are nice.

I received my power bill and noticed that it seemed quite a lot higher than previous months. After reviewing the usage, I noticed that it appeared by my bill that I had used twice as much power as during the previous cycle. Since I had been traveling quite a lot and had not used either the heat or AC, I called to see how this could be possible.
The phone system has been bombarded with calls, according to the letter received with my bill. Apparently there has been a new system for billing in place and, admittedly by LADWP, it has caused a lot of headaches. The phone system had been changed to
1. Give the approximate wait time on hold and
2. Allow the caller to leave their number and giving them a time to expect a call back from LADWP.
I chose to place my name in the queue and, sure enough, an hour later (precisely at the estimated time for call back), I heard a live voice from the company on the other end of the line.
The employee was courteous and quickly determined that my bill had been estimated. The meter had not been read and my power usage was billed according to last year’s use. I was not in this apartment at that time. She said that my meter will be read and a new bill sent out. She also said that this will be approximately when the next bill will be sent so I could either disregard this bill and pay both together or pay what I thought I owed now. The choice was mine. I thought this was very fair and was very happy with the service I received. Hopefully the company will be able to straighten this mess out and will soon be able to avoid having dissatisfied customers in the first place.