City of Buckeye

Utility Billing FAQ

Water Resources Department

Buckeye Water Resources recently completed a data conversion for migrating all former Global Water customers into the city’s billing system. Due to the complexity of this project, we have been working diligently to reduce the likelihood of errors and ensure a successful transition.

System errors and the increase of customer has caused an unfortunate delay in our responses to some customers’ inquiries. We apologize for the inconvenience and delay in answering your questions. Please be assured we are still committed to working with all our customers and addressing your questions or concerns.

Please Note

Because of the transition, our Customer Service team is experiencing a high volume of calls since we are taking the necessary time required to answer your questions and resolve each situation individually. We know your time is important, so if you would prefer to not wait on hold, please send us an email at thankyou@buckeyeaz.gov. We will respond to your message within one business day. Please remember to include your name, contact information, account number and a list of questions and/or description of your situation.

Based on the feedback we’ve received so far, here are some answers to your frequently asked questions. It’s important to understand that each account has its own unique challenges. These questions may or may not apply to you, depending on your situation. After reading through these questions, if you need additional information, please call us at 623-349-6100 or email us at thankyou@buckeyeaz.gov.

A: We recently converted all the data for former Global Customers into the city’s billing system. There were thousands of data points to convert, creating a delay in distributing the June bills. We apologize for the delay and any inconvenience it caused you.

A: The June billing was mailed on Thursday, June 22nd. If you have not received your bill yet, please contact Customer Service at thankyou@buckeyeaz.gov or 623-349-6100.

A: Since the distribution of the June bills were late, you will still have the customary 21 days to pay your bill. This is based on the date your bill was sent which is printed on your bill. If you need assistance locating this date, please contact Customer Service at thankyou@buckeyeaz.gov or 623-349-6100.

A: If you have questions on some of the charges on your bills, please contact Customer Service at thankyou@buckeyeaz.gov or 623-349-6100.

A: No late fees will charged to former Global Water customers for the month of June. We realize there are billing errors which may cause a delay in payment until your situation is resolved. Please contact Customer Service at thankyou@buckeyeaz.gov or 623-349-6100.

A: Though a county resident, you are purchasing water from the city of Buckeye, which by law requires a tax be assessed to it. This follows the Model City Tax Code from the Arizona Department of Revenue that dictates this tax must be applied. The Buckeye City Code regarding taxing a utility service follows these guidelines.

During the data conversion, we discovered that all county residents, whether they received services directly from the city or Global Water were not being charged the 3% city sales tax. Going forward, this tax is now being applied to all residents purchasing water from the city of Buckeye, whether they are a city or county resident.

The 3% tax rate was approved by City Council on June 14, 2010 and has remained the same since then.

A: During the data conversion, some payments made directly to Fathom were not carried over into the city’s system, depending on when you made your payment. We are correcting these charges as we receive payments from Fathom for the month of May.

Our Customer Service staff is happy to work with you to resolve this billing error. Please contact us at thankyou@buckeyeaz.gov or 623-349-6100.

A: This is a fee common to new accounts. Though your account is not new, it is new to our system. Unfortunately, we may have missed a few of these during your account setup and that is why you may see this on your bill. We are in the process of correcting the accounts that were charged this fee in error. Our goal is to correct these fees in the July billing cycle, but you are welcome to contact Customer Service at thankyou@buckeyeaz.gov or 623-349-6100.

A: If you were charged improperly for sewer service, you will be given credit for these charges on the next month’s bill. Please contact Customer Service at thankyou@buckeyeaz.gov or 623-349-6100.

A: Buckeye Water Resources recently upgraded our data collection system with the latest technology. We were not able to carry over the water usage history for former Global Water customers during the data conversion. We apologize for not being able to provide this information to you.

Going forward, you will be able to see your monthly water usage on your future bills. Later this year, you will also be able to better track and manage your account and water usage once the upgrade to the city’s billing system is complete.

Please remember that each account has it’s own unique challenges. These questions were developed to help explain the challenges Water Resources experienced during the data conversion.

Some of these questions may or may not apply to you, depending on your situation. After reading through these questions, if you need additional information, please call us at 623-349-6100 or email us at thankyou@buckeyeaz.gov.

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