Customer Service FAQ

• How do I apply for water service?

  Customers may apply for service in person at our office or online. An agreement for service form will need to be signed by the customer. A one-time, nonrefundable administrative fee will be included on the first water bill.

  If you are a new homeowner, you can apply for service after closing on the property. If you are leasing the property where service will be activated, CUD does require a copy of the signed lease agreement.

• When can I expect my first bill?

  After account signup, you will receive your bill 15-45 days later. This allows time for your normal billing cycle to begin.

  To create your account, you can use our online payment portal or call our Customer Service Team at (615) 893-7225. Our business hours are Monday – Friday, 8:00 a.m. to 4:30 p.m.

• What if I forget to pay?

  To maintain a good credit rating, you should pay your bill the before disconnection date noted on bottom of bill. We give you every opportunity to settle your account.  If an account remains unpaid 10 days after the due date, Consolidated Utility District’s policy states that it will be scheduled for disconnection.  CUD has an automated system that will attempt to call you 7 days prior to disconnect with a reminder. If you have a serious problem paying your bill, please call us.

• What happens if my check is returned?

  A fee is charged for all returned checks. You will be notified via mail. Cash or money order will be required to pay for returned check.

• Why was my water service disconnected?

  Your water will be disconnected if you fail to pay your bill. If you want your water disconnected for any other reason, please contact CUD either by phone at (615) 893-7225 or in person during normal business hours.

• If my service is disconnected because of a late payment, how quickly will my service be re-connected after I pay the balance?

  Though we cannot guarantee a specific time, re-connection will be made that day at some point once the work order is created.

• How can I update my credit card information for autopay?

  You should log into your online account to update your credit card draft information. We do not have access as credit card drafts are made directly through our vendor.

• How can I change the name on my account?

  We recommend that you call Customer Service at (615) 893-7225 during business hours (Monday – Friday, 8:00 a.m. – 4:30 p.m.) for any name changes. You may also visit the “Contact Us” form our website.

• What are penalty/late fees?

  The due date printed on each bill is the date in which current charges are due. Any unpaid amount outstanding after 4:30 p.m. on the due date will be assessed a 10% delinquency fee.  Failure to receive a bill does not relieve your obligation to pay by the due date.

• How can I get my water service reinstated after disconnection?

  Once service has been disconnected due to non-payment, the full balance (plus any service charges) must be paid before service can be reinstated.

• I'm under contract on a new residence. How soon can I get water service?

  You can submit your application for new service on the day of closing after closing documents have been signed. If water service is off at the new address, CUD can typically re-connect it the same day. We ask that you apply online and note in the comments section the date of closing.

  We also request that you provide us with an up-to-date email address for your account. This will help with future communications from us. We offer a privacy policy.

• How can I receive notifications of planned service outages?

  CUD notifications for planned outages by voicemail and mail (provided we have your latest address on file). You may contact our office at (615) 893-7225 to add/update your email address. You may also add your email address to your account through our Contact Us page.

• What does the “minus” sign mean on my bill?

  A minus sign indicates you have a credit balance and you do not need to make a payment.

• What are my rights and responsibilities as a ratepayer?

  CUD has produced a booklet that speaks to this question and addresses topics such as billing, starting or moving service, irrigation, STEP Systems, and more. We also offer this same booklet in Spanish.

• Why do you need my current phone number?

  If your account is past due, CUD has an automated calling system to place a courtesy reminder that your water service is scheduled for disconnection. CUD also notifies customers in case of leaks or emergencies.

• Why are there so many different charges on my water bill?

  As a service to our customers (those that have sewer charges), we include the sewer and drainage charges of Murfreesboro Water and Sewer and Smyrna Utilities on our bills. By combining the bills, the three companies are able to reduce billing, postage and handling costs.

• Can I receive an electronic bill?

  Yes, you can log into eCare and sign up for eBill there.

• What does it mean if I get a 24 hour usage call?

  It means that your meter has been running for 24 continuous hours prior to us reading the meter. You could possibly have a water leak if you are not intentionally running water.

• Is there a way I can make payment arrangements or receive an extension?

  Payment arrangements before the disconnection date can be made in person at CUD’s office or by submitting an Extension Agreement

• How does a landlord roll over a water service account?

  CUD offers an online form — as well as a cancellation form — for that purpose.

• My house is on a STEP system. What do I need to know about maintenance?

  CUD offers a flyer that covers ideas about maintenance, how to avoid system failures, how cleaning products can impact the system, and more. Page 1 provides seven ideas for maintenance and seven ways to avoid damaging the system. Page 2 speaks to the impact of cleaning products and your responsibilities as a property owner.

• Do I have to fill out a Pool/Irrigation Adjustment Form?

  During summertime, water usage spikes from activities like irrigation, lawn watering, and filling a swimming pool. It’s common for CUD customers to ask questions about their bills as a result of higher water consumption.

  • Customers who are on a CUD STEP system and use Murfreesboro Water Resources Department (MWRD) will NOT need to complete this form from April 1 to October 31. That’s because of Seasonal Sewer Adjustment (SSA) rates, which are automatically factored into the sewer portion of their bills.
  • However, if you are filling a pool or irrigating outside of the SSA Rate time period, you must complete the form. If the information you provide meets qualifications, you will be eligible for an adjustment (1) one time per year.
  • If your home is on Smyrna Sewer or Eagleville STEP, you DO NOT have SSA Rates. Eagleville does NOT currently offer pool adjustments. Smyrna does offer rate adjustments for filling your pool. To qualify, you must complete the Smyrna Utilities – Pool Adjustment Form prior to filling your poll. If you qualify, you will be eligible for a rate adjustment (1) one time per year.

   

• What is the STEP sewer fee, and how do I prepare for a larger bill in the summer?

  • As a CUD STEP customer, your property is on CUD’s water lines and on CUD’s STEP sewer system. CUD gives a discounted SSA rate during the billing periods (not the reading dates) from April 1^st to October 31^st. You will still pay the $28 minimum STEP sewer fee, and your remaining usage is automatically factored in as a discounted rate into the sewer portion of your bill during this time.
  • If you are filling a pool, irrigating, or continuously using water, and you would like to budget for the first bill in November (which will include the regular sewer rate – not the SSA rate), you may want to begin decreasing usage in September.
  • To make sure CUD does not read increased usage as a possible leak on your property, please call CUD at 615-893-7225 and speak with our Billing Department.

• What if I’m filling my pool or irrigating outside of the Seasonal Sewer Adjustment rate time period?

  • Customers (residential or commercial) who have STEP sewer service with CUD may be eligible for a (1) one-time pool or irrigation adjustment per year. Your bill may be considered for a STEP sewer adjustment ONLY on the consumption charge of $2 per thousand gallons. The $28 base rate will not be adjusted.
  • Your consumption must be at least two times the average monthly bill. Your average consumption will be based on the months from November through April. The adjustment will be made after the bill reflecting the pool usage has been billed. The adjustment will only be made on the sewer portion of your bill, not the water portion. The amount of adjustment will be applied to your account and will not be reimbursed in cash.
  • Customers requesting this adjustment must submit the CUD Irrigation/Pool Adjustment Form (for STEP sewer only) to be considered for an adjustment.

• I’m a customer of Murfreesboro Water & Sewer. How does the Seasonal Sewer Adjustment rate affect me?

  • If your property is on CUD’s water lines and also on MWSD’s sewer system, you could receive a discounted SSA rate during the billing periods (not the reading dates), from April 1^st to October 31^st. The SSA rate is automatically factored into your bill as a discounted rate on the sewer portion only of your bill during this time.
  • If you are filling a pool, heavily irrigating, or continuously using a large amount of water, and you would like to budget for the first bill that generates in November (which will include the regular sewer rate – not the SSA rate, based on water consumption), you may want to begin decreasing this usage in September.
  • CUD does appreciate being notified of any large water use so that our Billing Department is not alerted of a possible leak at your property. To inform CUD of this water use, please call us at 615-893-7225.

• What if I’m filling my pool or irrigating outside of the Seasonal Sewer Adjustment rate time period?

  • Your property is on CUD’s water lines and you receive MWSD’s sewer service, you may be eligible for a (1) one-time pool adjustment per year.
  • Prior to filling your pool, you must complete the Pool Adjustment Form (for Murfreesboro Water and Sewer only). Once you fill your pool, and submit this form, the adjustment will be made after the bill reflecting the pool usage has been billed. The adjustment will only be made on the sewer portion of your bill, not the water portion.

• What if I’m a resident of Eagleville? Can I receive a sewer rate adjustment?

  • The City of Eagleville does not currently give sewer adjustments on filling a pool. You will be billed for your water and sewer as usual.
  • CUD does appreciate being notified of any large water use so that our Billing Department is not alerted of a possible leak at your property. To inform CUD of this water use, please call us at 615-893-7225.

• My home uses Smyrna utilities. Can I get a rate adjustment for my pool?

  • If your property is on CUD’s water lines and on Smyrna’s sewer system, you may be eligible for a (1) one-time pool adjustment per year.
  • Prior to filling your pool, you must complete the Pool Adjustment Form (for Smyrna Sewer only). Once you fill your pool and submit this form, the adjustment will be made after the bill reflecting the pool usage has been billed.
  • If you do not read your meter before filling the pool or are not sure how many gallons were used, we will use a six-month average to determine the amount of the adjustment.
  • To make sure CUD does not read increased usage as a possible leak on your property, please call CUD at 615-893-7225 and speak with our Billing Department.

• My home's water pressure feels low. What can I or CUD do about that?

  According to regulations from the Tennessee Department of Environment and Conservation and the American Water Works Association, utilities are required to deliver water at a minimum of 20 psi (pounds per square inch). In any home or business where water pressure has been shown to exceed 80 psi, both a pressure reducing valve (PRV) and an expansion tank on the cold water supply line to the water heater must be attached.