Show All Answers

1. How do I pay my bill?

Payment Options

Payment can be made in any of the following ways:

• Online
• By mail with check, money order, or ACH Bank to:
  415 Pisgah Church Road, Suite 374
  Greensboro, NC 27455
• By phone by calling, toll free, at 877-583-7933 between 8 a.m. and 5 p.m.
• By phone by calling, toll free, at 877-583-7933 at any time using our automated system - you will need your account number
• In person between 8 a.m. to noon & 1 to 4 p.m. We have a drop box available anytime. In person payments can be made at City Hall, which is located at:
  5335 8th Street
  Zephyrhills, FL 33542

For all payments you must reference your account number.

Mailing a Payment

If you mail in your payment, please use the preprinted address on the remittance coupon included in your bill. Simply complete the coupon and mail it back in the return envelope provided with your payment. This address is a secure bank location and will expedite your bill payment process.

2. How do I turn on services?

First Time Using Our Service

To start service for the first time, you will need to provide some documents. Please email us with the following information:

• Proof of ownership (for example a copy of your deed or closing statement) or lease (if renter)
• Photo ID
• A completed Utility Account Application/Change Form

Once the documents have been submitted, call the Customer Care at 1-877-584-9744 to complete the move in and pay the deposit. Customer Care will arrange for a service worker to turn your water on within 24 hours.

Seasonal Customers

For seasonal customers returning to Zephyrhills, contact Customer Care within seven business days of your return.

3. How do I turn off services?

To turn off services, email Customer Care  or call us, toll free, at 1-877-584-9744 prior to the date you wish to have services discontinued. This includes seasonal customers who plan on returning after a period away. Failure to turn off services after vacating may result in you being responsible for utilities used by others.

4. What do I do if my water bill shows that my water usage is much higher than normal?

Unusually high water usage may be the result of an increase in your use, a water leak, or an error in the meter reading. If you changed your pattern of use (for example, have a new house guest during the billing cycle), your bill would increase due to the extra water used.

Rereading the Meter

If you have not made any major changes to your pattern of use, the next step is to investigate if your meter was misread. You can email the Customer Care center or, call toll free, at 1-877-584-9744, who will arrange for a service worker to reread your meter. If, after rereading, we find that the meter was correctly read the first time, there will be a charge for the reread. If, however, we find an error in our read, we will adjust your bill and there will be no charge for the reread.

If the meter was read correctly, the high usage is probably from a leak. It is important to find and correct any leaks as the cost of the water of any leak after passing the meter is the customer’s responsibility. For more information on how to determine if you have a leak and where the leak may be, please see the Environmental Protection Agency website.

5. What if I find a leak and fix it?

If you find you have a leak, and have to hire a service fix it, you may be able to have your water bill adjusted. We established this program to encourage fixing of leaks, and to mitigate your expense. Please email our Customer Care or call us, toll free, at 1-877-584-9744 to ask for a leak adjustment.

6. Why did I used to get only one bill for two meters but am now receiving two?

At the time your customer data was added to our new billing service provider, FATHOM, a system limitation prevented more than one meter per account.  This has been resolved and FATHOM is in the process of combining accounts, which will restore your water account to a single bill like it used to be.  In the interim, you may receive two bills in one envelope. Please pay both bills separately.