Home Customer Services General FAQs

General FAQs

Why do I have to pay a monthly service charge every month, whether or not I use any water?

The service charge portion of your bill is designed to recover a portion of the total costs incurred in providing water service. These costs include operating and maintaining the supply, treatment, distribution and service facilities that are needed to provide water service to your home or business. This charge appears on every bill and does not vary with consumption, but is related to the size and flow capacity of your meter.

Why didn’t someone from Fontana Water Company tell me that water service was going to be interrupted?

Fontana Water Company makes every effort to avoid inconveniencing its customers with unscheduled water shutoffs. But sometimes these circumstances are out of our control. We don’t know when a water main might break. On rare occasions when we must interrupt your water service to improve or maintain the system, we notify you in person or by door hanger notice of the hours planned for the interruption.

How do I obtain a temporary construction fire hydrant meter?

Deposit of $1,500 plus an estimated amount based on expected water usage for the project the meter will be used for. The estimate will be made by a qualified employee of Fontana Water Company based on information provided at the time of request for a construction meter.

What are the Customer Service hours?

Fontana Water Company Office

15966 Arrow Route

Fontana, CA 92335

1-909-822-2201

Office Hours: 8:00 A.M – 5:00 P.M (M-F)

After Hours 1-909-428-8746

Email: customerservice@fontanawater.com

See Service Area Map

I had a higher bill than expected. What happened?

The most common causes of higher-than-normal usage are landscape irrigation system issues. This may include changes in the duration and frequency of your watering, leaking valves, broken sprinkler heads, or broken pipes. If you suspect a leak, look around your home or business for telltale signs: moss growing on the ground, valves or sidewalks; mushy soil or grass; dirt on sidewalks or driveway near a sprinkler head. You can also check your meter to help confirm a leak. If you have a landscape maintenance company, consult with them to see if they have noticed any problems.

Other common causes of high usage include leaky toilets, constantly running toilets, valves or bypasses left open and increased laundry.

Customers who have questions about their water bill or who would like to contest the billed usage should contact Customer Service Department at 1-909-822-2201, between 8 a.m. and 5 p.m., Monday through Friday, excluding Holidays.

When is my bill due?

Bills are due and payable upon date of presentation. It will become past due if not paid within 19 days of mailing by Fontana Water Company. See How to Read Your Bill

How can I pay my bill?

Automatic Bill Payment Program: This service can be set up to automatically make your payment from your checking or savings account. Simply return the filled in AutoPay signup form with an attached canceled check from the account you wish to use to make your payments from. This will allow us automatically debit your account for the amount of the water bill. As soon as the service is established your bill will inform you when and the amount of the debit to your account will be.

AutoPay Application (PDF 81 KB)

Online Bill Payment: You may authorize payment of your bills by using online bill baying services offered by many banks and third-party entities, such as Wells Fargo, Bank of America, Bank One, Yahoo Bill Pay, and Checkfree. Just be sure to select the correct vendor (Fontana Water Company), and use your current Fontana Water account number found on your bill.

Mailing your bill: Enclose the detachable bottom portion of your bill, along with a check or money order for the amount due, in the envelope provided to ensure speed and efficiency in processing. Please do not include cash or coin.

If the envelope provided is lost, mail to:

Fontana Water Company

Post Office Box 5970

El Monte, CA 91734-1970

Paying your bill in person: Feel free to make your payment at our Customer Service Office, using check, cashiers check, or money order made out to Fontana Water Company. We also accept cash if you are paying in person. A drop box is available in the front of the building or you may walk your payment in.

Fontana Water Company Office

15966 Arrow Route

Fontana, CA 92335

1-909-822-2201

Office Hours: 8:00 A.M – 5:00 P.M (M-F)

Email: customerservice@fontanawater.com

See Service Area Map

When will you read my meter?

We attempt to read all meters within 27 to 33 days. We read and bill by cycles (grouping of customers geographically adjacent) designed to be efficient to our operations, which in turn helps to keep your costs for water down. Call Customer Service for information about your next scheduled read day.

Do you offer discounts to seniors, low-income households or disabled customers?

All our rates are set by the California Public Utilities Commission. With the exception of low-income customers, we are not authorized to offer discounts to select groups of customers. We offer the same price to all of our customers, as shown in the Rates section under Customer Service. Qualifying low-income customers can receive a 50% discount on their monthly service charge. For more information, see Rates.

Do you offer any third party notification for your elderly or disabled customers?

Yes, we can mail a notification to the third party you designate, such as a family member, clergyman or guardian. To qualify for the notification service, the customer or resident must be elderly (age 62 or older) or disabled. Please notify us of your request by providing your name and address along with appropriate information to document your situation. Proof of age must be supported by a birth certificate, driver’s license, passport or other reliable document. Proof of disability must be certification from a licensed physician, public health nurse or social worker. Include the name, address and telephone number of the third party with a letter from third party accepting this responsibility.

How do I go about having water service started at my home or business?

Service is established, in person, at our office.

Fontana Water Company Office

15966 Arrow Route

Fontana, CA 92335

1-909-822-2201

Office Hours: 8:00 A.M – 5:00 P.M (M-F)

Email: customerservice@fontanawater.com

See Service Area Map

I just moved in or I am moving into the area, who provides my water service?

Fontana Water Company proudly serves the communities of See Service Area Map, if you have further questions about who provides your water.

Do you provide sewer or power, too?

No, Fontana Water Company only provides water service.

Have you received my payment?

To find out if Fontana Water Company has received your payment you can call our Customer Service Department at 1-909-822-2201, between 8 a.m. and 5 p.m., Monday through Friday, excluding Holidays.

I am moving my home or business out of Fontana Water Company’s service area, how do I stop service?

Call our Customer Service Office at 1-909-822-2201 or FAX us at 1-909-823-5046 or email us at customerservice@fontanawater.com, between 8 a.m. and 5 p.m., Monday through Friday, excluding Holidays. If your current Billing Address is the same as the service location, a Forwarding Address is necessary to close your account.

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