Customer Service

“I just wanted to take a moment to inform you of recent events near my property at Tamalpais Court. Yesterday the main water line for our Court burst and was gushing pretty good. I notified TUD immediately by calling the local Sonora office. Your phone system was very easy to navigate and took me straight to a representative. I was very politely greeted and I told the customer service representative what was going on. She was very polite and told me she would notify a team right away. A very nice young man arrived within 15 minutes or so. He asked me a couple of questions and told me he was notifying the supervisor of what he found. He told me what I could expect to happen in the next couple of hours, and he stayed onsite until others arrived and the work order was set in motion. The entire crew that was sent out here were all very polite and courteous. They kept me informed of what was going on throughout the whole process. This entire crew worked hard all day. I didn’t see one slacker in the bunch. They had a very long day here yesterday, and they arrived early this morning to finish doing exactly what they told me they would. I want to thank them all for their very quick response to this problem., and for working so hard and so long to restore our water. I wish I knew all of their names so that I could thank them individually. Please do that for me. Your website indicates TUD strives for great customer service. The employees that were involved in this process yesterday, from the first phone call on, exemplify GREAT customer service and should be rewarded for their outstanding service to your customers.”

“A TUD field technician went out of his way to help me find a water leak. I had looked everywhere and just couldn’t find it. It took some effort and time but he helped me finally find the leak. I am so appreciative of his time and his diligence. He also answered all my questions. Thank you!”

“We have a house located on Willow Springs Drive in Soulsbyville. Recently, we received a tag from a meter reader which advised us that we may have a leak. While we have no evidence of that, we are investigating. Part of our effort to investigate has involved calling your office multiple times to discuss potential causes and receive some direction. We have been in direct contact by phone and/or email with Calisha in your Customer Service department, and at every juncture, she has been incredible, friendly and enthusiastic. Furthermore, Calisha is knowledgeable, compassionate, thorough, and all about customer service. I spent 32 years in the fire service, so I am very well-versed in what great service is, and these days, great customer service is a lost art. It is very easy and convenient for customers to complain about things, some warranted and some not, however, compliments are few and far between. I imagine you already know how fortunate you are to have Calisha representing TUD, however, now you know we feel the same way. Way to go Calisha and thank you!!!”

I called TUD because my water bill was a lot higher than it should be. I talked to Haylei and she said she could send a tech out to check our meter as it had been run over and broken once before. A very short while later Justin was there to check things out. Justin was very pleasant and knowledgeable. He suggested that we look for a constant drip somewhere as that is what it appeared to be. After he left we inspected our lines and found a constant drip exactly what he said it would be. We wanted you to know that his expertise and professionalism was a great help to us. We are both retired and on a fixed income and really appreciated the great service and help. So kudos to Justin and a huge thanks.