Frequently Asked Questions

What are your office hours?

Our Office Hours are Monday- Friday from 8:00 am to 5:00 pm. See Holiday Hours.

If you need emergency assistance, call Customer Service at 956-565-2491 during working hours (M-F 8am-5pm) or  1-800-580-8381 after working hours and on weekends. The call will be received by the Answering Service and the information relayed to the on-duty personnel.

What causes some water to be discolored?

We understand that seeing brown, yellow, or cloudy water can be concerning. In most cases, this is a temporary condition caused by changes in water flow, such as water main repairs, fire hydrant use, line flushing, or high system demand.

Color in water is usually caused by naturally occurring organic matter, minerals, or mineral build-up in the pipes. We flush our water system regularly to clean mineral build-up and other sediment from the pipes. If you receive discolored water, you should let your faucets run until the water is clear. Such substances typically do not pose a health hazard; however, we ask that you please report any instances of discolored water so that we may investigate.

Why does my water appear milky or cloudy?

A milky or cloudy appearance is usually caused by air bubbles in the water, which pose no health risk. If the water is allowed to sit, the air will dissipate and the water will clear. If the cloudiness does not disappear, please contact us so that we may investigate

What causes the spots on my dishes?

Spots are caused by hard water, or minerals that remain after the water has evaporated. Spots can be eliminated through use of a dishwasher rinse agent.

Should I buy a water softener?

The hardness of water varies with the water’s source. The choice to buy a softener is an aesthetic one, since hard water is not harmful to health. However, water softeners typically increase the sodium content of the water, a factor that should be considered by people on low-sodium diets.

Should I buy a home filtration unit?

According to the United States Environmental Protection Agency, home treatment units are rarely necessary for health reasons. Most often, water treatment units are used to remove substances that affect the aesthetic qualities of the water. If you do choose to install a home treatment unit, it is important to follow the manufacturer’s maintenance instructions, because improperly maintained units can actually cause water quality problems.

What causes odor in the hot water?

The most common cause of odor in hot water is the water heater. If your cold water smells fine, check your water heater to ensure that the temperature setting is correct. Water heaters also need to be maintained (see manufacturer’s instructions). Please contact us if the odor persists or if it is present in both the hot and cold water.

Is bottled water higher quality than tap water?

Not necessarily, tap water providers are required to conduct more frequent water quality testing and reporting than bottled water providers. Some consumers prefer the taste of bottled water, and some choose bottled water because they have special health needs. But tap water is a much better deal at costs of 1,000 times less than bottled water.

What should I do if my coffee has an oily appearance?

Clean your coffee maker with vinegar and water as directed by the manufacturer.

Why does water need to be disinfected?

Disinfectants are required because they prevent the spread of germs that cause diseases. Years ago, before disinfectants were used for drinking water, diseases such as cholera, typhoid fever, and dysentery were common. Drinking water disinfection has vastly improved the quality and safety of drinking water.

Why does my water have a chlorine taste (or smell)?

We disinfect your water to ensure that it is free of harmful bacteria. To reduce any chlorine taste or smell, try refrigerating your water before drinking.

Why does my water sometimes smell?

Odors can sometimes come from the water, especially due to disinfectants or natural minerals, but most of the time the smell actually comes from household plumbing like the sink drain, water heater, or unused pipes. If the water smells clean in a glass but not at the sink, it’s usually a plumbing issue—not the water supply.

When the smell is coming from the sink or plumbing (very common)

• Drain or P-trap issues (most frequent cause)
• Bacteria can grow in the drain, garbage disposal, or overflow holes
• A dry P-trap can allow sewer gas to come up
• Not from the water supply
• Smell usually strongest near the drain
• Cleaning the drain often fixes it

Why is there dirt or sand in my water?

Dirt or sand can occur naturally in groundwater or as a result of a water line repair. We try to reduce the instances of dirt or sand in the water through regular flushing, which improves water quality by increasing the circulation of water in the pipes and removing most of the sediment from the water.

Why does the taste of my water change throughout the year?

Over the years, the taste of water can change due to natural variations in the water source, routine treatment adjustments made to meet health standards, and normal aging of pipes and plumbing. These changes do not mean the water is unsafe. Our water continues to meet all state and federal drinking water regulations.

Why are our fire hydrants painted black and what is their purpose?

Fire hydrants colored black are non-functioning or otherwise unavailable for fire suppression use.  A device is considered non-functioning if it pumps less than 250 gallons of water per minute.  We use them to conduct regular water system flushing of the pipes.