Kitchener Utilities

Had a natural gas leak emergency at 10.30pm and could bot ask for a better service! It was immediate and very efficient and kind people. They called the fire truck as well as had their utilities van come by and had everyone check and make sure everything was alright. And then a very kind man from the utilities van came to us and explained everything to us. Heroes!

I’m generally tolerant and go to great lengths to be patient and reasonable with service providers, utility companies included. However, this cretinous organization would stretch the patience of a saint. The arrogance and casual indifference to customer concerns is appalling. Even after escalating to ‘leadership’, the incompetence of Kitchener Utilities is astounding.

I had a best experience with Kitchener utilities, I called them as the hot water rental stopped working and they replaced the heater in the same day with in couple of hours, it was neatly organized by them and contractor was nice and fixed everything in a zippy. Great customer experience in my situation. I know there were bad experiences reported by others but in my case it was different, I want to appreciate and encourage them to continue the same service for every other customer. Thank you.

These people are a joke. I have a basement sewage backup, plumbers from the city come to check out the situation and tell me they will not help until another private plumber comes on site. Why? You may ask, because the screws are stripped on the main water shut off in my house and they cannot be liable for that - if they break it. Excuse me? It’s your job to fix the issue. It’s a plumbing related issue. K, I’ll just walk around in ankle high water and not use the facilities in my house until someone can unscrew the bolts. The house is built in the 60s, how are you not prepared enough to help with this situation.What’s the point of paying taxes if this is the treatment you get when you finally need the cities help.

City of Kitchener was unable to get a proper water meter reading due to their equipment not working properly, equipment wasn’t working for 6 months and my bill was estimated. After the six months of their equipment not working properly they were able to get a proper reading and I was back charged for the 6 months that I under paid and was expected to pay it all on one bill. I tried calling the city to set a payment plan, at first the clerk didn’t want to help me. Said they were going to have someone call me back, and two weeks later I was sent a service shut off notice. I had to pay the full amount or my gas and water services were going to be shut off, in MARCH with a pregnant wife because of this outrageous scenario. The bill went from 150 a month to over 700 and was expected to pay it in the three week time with no exceptions. The sole purpose of why I moved out of Kitchener

Absolutely horrible. Clearly no interest or incentive to care about customers. I paid them my rent by mistake and the quickest they can refund it is in 2.5 weeks! In 2022! They don’t care to even look into a workaround and say “yeah it’s just the way we do it every two weeks”. I even offered to drive to the building to pick up the cheque. Of course it’s “impossible” to do any sort of electronic transfer. All in all this comes down to a lack of incentive to care for customers. Extremely unhelpful and just sounded like they were eager to say “too bad nothing can be done, bye!” Instead of taking any sort of simple resolution that would take 10 minutes at most. It should NOT take over TWO WEEKS to move money in 2022! Ridiculous, why are government offices always notoriously unhelpful and 50 years behind when it comes to technology

With a water heater leak in Dec. 31st. night I cannot wish a better service than I got. Thanks a lot Tanya for quick response and for finding best professionals for us to replace the broken water heater with a great new one.

Exceptional service team. Always trying to go above and beyond for the customers :) 10 out of 10 would recommend!

This company was willing to come and replace their dead water heater as long as I got a new unit and new contract with them (same day service on a Friday). I decided against renting, and just wanted them to remove their old unit. All of a sudden they could not come out until Monday. I then received a call Monday telling me that they were no longer coming to remove the old unit and i should leave it out for the garbage collectors. Keep in mind that I have to absorb the removal cost for their old property. I insisted on them coming for their property, and was told I would be charged $200 for removal... first impression is terrible Smh.

I had an issue with my water heater rental and lady on phone was kind of rude and sarcastic. But the guy who came was nice and fixed the problem quickly. He also put a thing over his shoes so there was no mess left around. He came an hour before the scheduled window but I was home anyways