Our Customer Service Staff can be reached Monday through Friday from 8:00 a.m. to 4:00 p.m. The Customer Service Representatives can assist with or provide the following types of utility service requests: Start/stop utility services Answer utility billing questions Transfer utility services Make payment Call the main line for Marco Island Utilities, Customer Service 394-3880 Customer Services Fax Number 394-4286 |
Who Do I Contact Marco Island Utilities? Jim Lang /Customer Service Manager 389-5190 |
Frequently Asked Questions?
Who can I call to obtain account information or ask questions regarding my water bill? You may contact Customer Service at 239-394-3880 or contact us by email at www.cityofmarcoisland.com
Can I pay my bill online?
Not at this time.
What can I do if I am having difficulty paying my water bill?
If you have an unusually high water bill caused by a leak or sprinkler malfunction we can divide that amount to be split up in payments. You must make arrangements by calling our office.
What do I do if a check has been returned by my bank?
Your bank will usually let you know before we know. When the problem is the Bank you should contact them to reimburse you the fee we charge for returned checks. We do not redeposit the check. You must make another payment.
What if my meter has been turned off or removed?
When a meter has been turned off or removed due to nonpayment, the full balance must be paid prior to reconnection.
When may the City terminate my water service for non-payment?
Water service can be terminated if account is delinquent for 60 days or more of the due date.
Are there local agencies that may assist me in paying my water bill?
Customers may seek assistance from various area churches or charitable organizations, such as the Salvation Army and Catholic Charities. Payment should be made directly to the Utility Company.
Can my monthly payment be drafted directly from my bank account?
Yes, over 20% of our customers use this method. There is no cost for this service and you will receive your monthly bill weeks before the amount due is drafted from your account. Attach a voided check to the form on the back of your invoice and mail it to the Utility Office.
What is the City's Budget Billing Program?
We do not have a billing budget due to the high fluctuations in customer’s water bills. This fluctuation is due to varying sprinkler settings, and to the amount of rain received.
What are the current water and sewer rates?
We will soon be able to redirect you to a rate page.
What are all the itemized charges that appear on my water bill?
Typically a customer will have charges for his base service and his consumption. An example would be WA= water base fee this would be the same for every month. WT= would be the water rate times your consumption. SA = your sewer base fee and SW would be consumption times the sewer rate.
Must I pay water and sewer base charges even if I use no water?
Yes, the base fees for water and sewer are used for a combination of fixed costs. The meter needs to be read each month and processed. The water company’s fixed expenses exist even without water or sewer consumption. This cost is shared by all customers, so that the availability of water and or sewer is constant.
What is the winter water average?
There is not an established average, due to the lot sizes and amount of rain we may receive. Residential averages could be between 20,000 and 50,000 during the dry season.
How am I billed for sewer use?
The sewer is made up of the base rate, presently $19.67 for a typical homeowner on Marco Island and $3.91 per thousand gallons of usage up to 6000 gallons of use, which equals a maximum sewer charge of $43.13 for Marco Customers.
How will the City address concerns about my water or sewer charges? We will try to work with a customer to determine why a bill is high. The customer must take some responsibility to see if he has leaks or higher then normal sprinkler settings. He should enlist someone to keep an eye on his property when not here and seek professional help for repairs or maintenance on his property. When our technicians are sent out needlessly a $10.00 service call could be charged.
What is a conservation average?
This is the minimum amount of water a family would need based on the property size and area of green space that needs water.
What is a block rate?
The block rate is conservation average with consideration to your lot size. The larger the lot the higher the allocation of water. The residence are broke down into 5 allocations we call tiers. When you use more that you are allocated for you pay a higher rate. See the rear side of your bill for the different tier sizes.
How do I read my water bill?
A sample bill with explanations will soon be available on this website.
Why isn't my name on the billing statement?
The property owner is the account holder. The tenant can receive the bill and pay the bill, but the owner is ultimately responsible for making sure the account is paid.
Am I responsible for my tenant's water bill?
Yes, all water and sewer bills are the responsibility of the property owner. We will however mail the bill to your tenant as an “in care of” addressee. The responsibility of payment belongs to the owner. If the account becomes delinquent, then the owner will be notified. An owner may request a duplicate monthly bill be mailed to him or her as well.
Can I request that my water bill be mailed to an address other than the service address?
Yes, an owner can request an alternate billing address.
What should I do if I think my payment has been lost?
Contact your bank to verify whether or not the funds were withdrawn from your account. If yes and paid to the City of Marco Utilities, then notify us and ask your bank to fax us proof at 239-394-4286.
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