FAQ

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FAQs

ONBOARDING

Customer Forms, you will find an account closure form and the new customer form if you want to add a new tenant. You can also email us at billing@phoenixwatersolutions.com with the tenant’s move-in/move-out date and contact information. Like homeowners, all tenants will receive a startup fee and a closing fee on their final bill.

How do I find my account number?

Your account number can be found on your monthly bill.

How do I create an account?

Only residents may create an online account or customer portal for personal use. The customer portal allows you to view your balance, make payments, view history, contact customer service, and more.

To create your account:

Click on Bill Pay at the top of this site.
Choose Resident Login
Click on the New User Sign up now option
The security code can be found on your bill.

When can I expect my first bill?

Bills come every month but do vary by community, if you don’t see your first bill within 30 days of moving in please contact us at billing@phoenixbillingsolutions.com

PAYMENT/BILL AMOUNTS

Why has my bill amount changed?

Two of the most common reasons why the total amount of a bill would change are an increase or decrease in your usage and time of the year.

An increase or decrease in water or electrical usage can substantially impact the total amount of a bill. Each bill will show previous usage amounts. Try comparing your current month's use to your previous month to determine how much of an increase or decrease there is.

Depending on the time of year, some cities adjust rates, making some months more expensive than others.

How do I pay my bill?

Payments can be made by phone, online, or by paper check. If you would like to make a payment by phone, you may contact us at 602-445-6161. You may also enroll in Auto Pay through your portal. Auto Pay is debited 5 days before your due date each month. Please note that there is a 3% fee to process credit cards, a $1.00 fee for eChecks, and no fee for payment mailed to our office.

If you would like to make a payment online please click the Bill Pay link at the top of this site. You will be able to login to your account to setup autopay or make a one time payment. You can also use the guest pay option to make one time payments.

Paper checks are accepted and may be mailed to (Please make checks payable to Phoenix Billing Solutions):

Phoenix Billing Solutions

4831 S 35th Place #2

Phoenix, AZ 85040

Why did I receive a fee?

As a Phoenix Billing Solutions customer, you may take comfort in our promise that your account will never accrue hidden fees. Fees will only be applied if your account meets the following criteria.

Fee	Amount	Description
Initial Deposit	*Varies per property	A one-time startup fee for essential administrative services.
Late Fee	$15.00	Applied after failure to pay by the due date.
Past Due Notice	$10.00	After ten (10) days of non-payment, a past due notice will be issued, and a fee applied.
Insufficient Funds	$40.00	They are applied if a payment is returned due to insufficient funds.
Utility Disconnect / Reconnect Fee	$55.00	Applied after sixty (60) days of non-payment, a utility restriction will be enforced—a mandatory fee for restarting utility services.
Disconnection Equipment Deposit	$50.00	A disconnection equipment deposit will be held until the disconnection equipment is removed with no signs of damage.
Collection Fee	$45.00	Accounts deemed delinquent for over ninety (90) days will be notified of delinquency and sent a restriction notice if applicable or referred to a 3rd party collection company.
Last Month’s Bill Fees	$15.00	Last month’s fee for a prorated bill with the termination of utility service.

Disclaimer: These are our general fees, but some properties may be subject to varying costs depending on the community.

How do I set up Auto Pay?

To set up Auto Pay:

Click on the Bill Pay link at the top of this site.
Select Resident Login.
Select “My Account” from the top menu.
Select in the left menu options under Payment Settings AutoPay.
You will see an "On/Off Switch" click to turn AutoPay On.
You can now add your new payment method; click Continue.
Be sure to confirm you approve of the terms and submit.

Auto Pay is debited 5 days before the due date. When setting up Auto Pay, it is recommended to make your first payment as a one-time payment. This will not disrupt your auto pay payments in the future.

Are there any payment fees?

Mailed Check: no fee

Echeck: $1

Card Payments: 3% of bill

Processing fees are set in place and determined by our payment processer.

When is my bill due?

This can differ between communities, please refer to your bill for accurate information. Please note payments received after the due date will incur a late fee of $15.

Can I use my financial intuition’s Bill Pay to make a payment?

Some financial institutions will mail multiple checks within the same envelope if they are set to ship to the same address. This means that if payments scheduled to the same company have different “deliver by” or “send on” dates, the price will be mailed according to the latest “deliver by” or “send on” date.

EX: Three customers who bank with the same financial institution schedule a payment to Phoenix Billing Solutions. The bill has a due date of the 25th.

Customer A schedules a payment for the 18th.

Customer B schedules a payment for the 25th.

Customer C schedules a payment for the 20th.

The financial institution will estimate how many days it would take for the payments to arrive by the 25th and set a mailing date. All three payments will be mailed together. Since USPS is used to send the payments, it is not guaranteed that all three payments will be received on the 25th. This increases the chances of your payment arriving late and receiving a late fee.

If you are using your financial institution’s Bill Pay feature, please ensure your payment is received by the due date by selecting a “deliver by” or “send on” date that will allow enough time for the check to arrive on time. We recommend scheduling payments for a “deliver by” or “send on” date as 4 days before the actual due date.

Please mail payments to:

Phoenix Billing Solutions

4831 S 35th Place #2

Phoenix AZ 85040

SERVICE

How do I test the accuracy of my water meter?

Water Meters are mechanical, which makes them very easy to test at home. A simple bucket test is an effective way to test the accuracy of your water meter. Follow these steps to complete a Bucket Test:

Shut off all water in the unit and then record the read on your meter. This includes shutting off all faucets and ice makers or even ensuring your toilet flap is completely closed.
Fill a Five-gallon container (or bucket of a specific size) with water (or utilize a total of ten gallons of water).
Finally, record your meter read again. The meter will sum up the water utilized with your first read.

If the water meter records the amount of water used for the Bucket Test, then the meter is reading usage accurately. If, after completing the Bucket Test, you find that the meter has read more or less than what was used for the Bucket Test, please let us know by emailing us at billing@phoenixbillingsolutions.com or calling our office at 602 445 6161.

Why did I receive a Leak Alert?

You may receive an alert if our systems are showing continuous water use or your monthly water use has made a large increase from your normal water usage. Although the continuous usage may not be a leak, we encourage you to look around the unit to determine if a leak is causing your water to run continuously. We often see leaks caused by a toilet running continuously due to the flap being stuck.

To verify continuous water use:

Shut off all running water in the unit. This includes shutting off faucets and ice makers or ensuring your toilet flap is completely closed.
If the black meter toggles continuously spin after shutting off all water, water is still running through the unit. You may wish to contact a professional, so they may locate the source of the running water and prevent unnecessary usage

How do I have my meter tested?

Have you reviewed our FAQ on how you can test your water meter?

We can schedule a service technician to troubleshoot your meter. This may require that you be home if the meter is not accessible from the outside of the home. A service fee may apply if the meter is properly working or is not under warranty. The typical price is at least $50 for a trip charge if the meter is in working condition and is appropriately reading usage. If repairs are needed, and there is no warranty in effect, we will work with the property management company on the cost and determine who is responsible.

COMPANY FAQS

How Do I start working with Phoenix Water Solutions?

By reviewing a set of utility bills and property information, PWS can audit the property at its current standing, and I'll follow up with you to figure out what would work best for your property.

Our business is founded on offering solutions that we know will make a lasting impact on a community. (Form to submit utility bills, property address, and unit size).

Get started by filling out this form: New Customer Form.

What kind of payment options are there?

PWS offers many different payment options to ensure it is easy for you to invest in your property. Payment options can vary depending on the service, but we will help you explore if it’s best for you to buy, finance, or even lease your equipment.

Do we need to have deposits?

Deposits are optional, and they are fully refundable. Deposits are in the property’s best interest. The Deposit is there to ensure that we can collect the last month’s bill so you can be reimbursed when a resident moves out. We highly recommend deposits.

The city meters my property.

We are a water management company, and our goal is to tailor a solution for you that helps better manage utility bills and reduce utility/maintenance costs. Most individually metered communities control their residential water usage but don’t pay nearly as much attention to their landscape and common area water usage. PWS is happy to explore options that may work to help you better manage the landscape and common area usage.

How do you Determine if our community is misusing water?

We have a database of properties to compare your usage to a similar type of community in size and see if the water usage is in line with what it should be.

Low-cost options exist for real-time data collection to help you better understand your communities usage trend (Link to water monitoring page). This technology allows you to track and record monthly usage when it notices irregular use, high consumption, line breaks, etc. It will enable communities to be more proactive to water usage issues rather than reactive.

What if we already have a submetering provider?

We pride ourselves on being the Experts in submetering. Being a valuable property partner is our core focus. Our first steps are to audit the hardware and billing process of the current company to ensure they are doing everything correctly.

By collecting this information, we can examine alerts, offline equipment, and incorrect rates and ensure your current provider is recollecting the master utility bills as they should be. When was the last time you had an audit performed on your system?

An audit provides a third-party expert opinion on where your property stands with its city bill recollection, accurate reads, and billing.