Customer Service FAQ

Call our office and speak with one of our Customer Service Specialists. They are available during the office hours shown above at (805) 466-2428. Because of AMWC’s status as a mutual water company, requests to start a new service will only be taken from shareholders (property owners), and only after escrow has closed and the shareholder has become the legal owner of the property.

2. Why can’t I put the water in my tenant’s name?

AMWC is not a public utility; Rather, it is a non-profit mutual water company. In order to preserve our exclusive water rights, AMWC can legally only serve its shareholders. If you own property in our service area, you are a shareholder. We have made various billing options available for shareholders who wish to have a copy of the bill sent to another party, such as a tenant. In all cases, the original bill is sent to the shareholder, and the shareholder is ultimately responsible for payment of all charges.

3. Why is my water bill so high?

Water usage may increase dramatically for many reasons. Before calling AMWC:

Try to recall if anything unusual might have happened during the billing period that could explain the higher usage. For example, a leak occurred, there were extra people in the house, or someone else was watering while you were on vacation
Look for wet spots in your house or yard
Check for dripping faucets
Listen to see if your toilet sounds like it is running, or if it is flushing on its own

Call our office if you cannot determine a reason for your usage being higher than usual. The first step AMWC takes is rechecking the meter reading to make sure it is correct. If the meter is moving when water is not in use, it may indicate a leak. This information will be provided to you so the appropriate action can be taken. In some cases, AMWC may offer a one-time high usage adjustment, after it has been verified that all leaks have been repaired.

A shareholder may request a one-time high-usage adjustment to their water bill. An adjustment will be considered if AMWC determines:

There has been significant high water usage (usage is at least twice the previous 3 years average usage).
There has been unusual high water usage (caused by something beyond the customer's reasonable control). Mismanagement of an irrigation system is not cause for an adjustment.

A shareholder who has received a previous high-usage adjustment may be eligible for a partial adjustment.

4. Can you give me the history of water bills for my residence?

The amount of usage may vary based on the number of people in the household and their water conservation and usage habits. AMWC can provide a longer historic use record on request.

5. How do I get my water turned back on after it was shut off due to non-payment?

If your water service has been discontinued because payment was not received by the final payment date:

You will be required to pay the shut-off fee in addition to the past due balance before service can be restored.
If you are unable to pay during normal business hours and use our emergency number (466-9004) to arrange for your service to be restored before the next business day, you will be required to pay an after-hours turn-on fee, in addition to the shut-off fee and past-due balance.

6. How can I get the spots off my dishes in the dishwasher?

Spots are caused by the hardness of water and can be reduced by various products available at the market.

7. What is the hardness of my water?

The hardness of Atascadero water varies between 12.9 and 31.0 grains per gallon (220 to 530 ppm). The average is 21.5 grains per gallon (368 ppm). Your water contains natural minerals that make it “hard.” Hardness means that it is “hard” to create a lather of suds with soap. These natural minerals leave white deposits on dishes, hardware, and in your home piping system.

8. Why is my water pressure low?

The main causes for most low water pressure situations are:

A partially closed valve on the property
Aged, galvanized steel plumbing that has become restricted due to interior corrosion and mineral deposit build-up
A failed pressure regulator
A water leak on the customer side of the water meter

9. My water pressure is high; do I need a pressure reducing valve (PRV)?

Much of Atascadero’s water pressure is over 130 pounds per square inch (psi). This provides outstanding fire protection but may be too high for household fixtures, appliances, and irrigation systems. Appliance or pipe failure can cause flood damage to your home. To determine whether or not you need a pressure regulator, you may purchase a small water pressure gauge at a local hardware store and screw it onto a hose bib connected to the house. AMWC also has a pressure gauge that can be taken out on loan. If your house has water pressure over 60 psi, you should install a PRV, and you should own a pressure gauge and periodically check the pressure at your home. If you already have a PRV, it may have failed. If you need help, call AMWC at 466-2428, and we will gladly check your pressure during normal working hours.

10. How often is my meter read?

AMWC has a contract service that reads water meters once a month, normally between the 14th and the 22nd of each month. Bills are mailed no later than the last day of the month.

11. Why does my water taste bad?

Complaints relating to the taste of the water are usually associated with chlorine, which AMWC adds to the water to kill bacteria. To improve the taste of your water, try placing a pitcher of water in your refrigerator. The chlorine will dissipate and the colder temperature will enhance the taste of the water.

12. Why is my water sometimes discolored?

Routine hydrant flow tests, system maintenance, or water main breaks can result in discolored water. This is caused by a change in direction and velocity of water within the pipes. If this happens, let the water run at an outside faucet for several minutes until it flows clear. Do not do any laundry or use water in the house until the water has cleared. If the problem persists, call AMWC at 466-2428.

13. Why does my water appear cloudy or "milky" at times?

This is often a result of air bubbles in the water. Set a glass of water on the counter and it should clear after standing for several minutes.

14. Why is our water off?

The distribution system occasionally has unexpected main line breaks. When an emergency shutdown occurs, the crews rarely have the opportunity to notify the public. For a planned water main shutdown, AMWC gives 48-hour notice to its customers in the area that will be affected by the shutdown.

If you just purchased your house and have not contacted our office to start service, your water may have been turned off at the direction of the previous owner. Call our office at 466-2428 to start water service in your name and have the water turned on.

15. How long does AMWC wait before turning water off for non-payment?

All bills are due and payable upon receipt and are past due if unpaid by the due date noted on the bill.
Accounts with an unpaid opening balance are subject to a late charge.
Customers who do not pay past due bills prior to the shut-off date are subject to discontinuance of service and shut-off fees.

16. How can I pay my water bill?

Cash - Pay at the AMWC office, 5005 El Camino Real, Atascadero
Check or Money Order - Mail or bring into the AMWC office, drop it in the drop slot on the side of the building, or take it to Perry's Parcel Service.
Credit Card - Call in or pay at AMWC’s office
Automatic Bill Payment - payment is automatically deducted from your bank account. You must complete an "Automatic Bill Payment Authorization Form".
Customers can also contact their bank to arrange to have a payment sent directly from their bank account to AMWC.

At this time AMWC does not accept online payments, check-by-phone, or electronic credit/debit. Some of these services may be added in the future.