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Finance - Utility Billing Customer Service

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1. How much will my deposit be?

A deposit may be required to establish service with the City of Modesto. Based on guidelines provided by the State of California, a deposit is not to exceed three times the average monthly bill for the property address. A deposit will also be added to active utility accounts if service is disconnected for non-payment. The deposit shall be applied to the closing bill upon the discontinuation of services and any remaining credit will be refunded. Residential $200 Commercial (based on average monthly billing of location)

2. When will my Utility Bill become delinquent?

Bills are due and payable upon receipt and become delinquent at the end of each billing cycle in which they are issued. If not received in our office by payment due date, bills are delinquent and subject to additional fees and disconnection. If services are turned off for non-payment, payment of all balances owing plus fees will be required to restore service. Checks are not accepted for accounts once a final notice has been mailed.

Payments received after 3 p.m. on accounts that are disconnected, will not have the service restored until the following business day. Only City personnel are authorized to disconnect and/or reconnect service. Unauthorized tampering/damage could delay restoration of services up to one week and result in additional fees.

3. Do I need Garbage service?

All premises within the City of Modesto service area are required to have garbage service for the protection of the public health, safety and welfare pursuant to Modesto Municipal Code 5-5.101. For service issues, please contact your garbage company directly.

4. When will I receive a Delinquent notice?

Delinquent notices will be mailed on past due accounts allowing 14 days for payment to be received to avoid disconnection. Checks are not accepted for accounts once a final notice has been mailed. The entire balance as stated on the final notice is required to avoid disconnection. 

Note: Water, sewer, and storm drain charges are considered "ready to use" and will continue to be billed monthly as long as the utility account is open. Only water consumption is based on usage. Services where the water is off for non-payment are still connected to City systems and the charges will continue to be billed. Garbage service is not discontinued when water is turned off for non-payment, and the charges will continue to be billed.

5. How do I dispute my bill?

Accounts should be paid under written protest prior to delinquency to ensure that additional fees are not assessed or service is disconnected. A formal Request for Review form must be completed and submitted within 30 days from the date the disputed charges are billed. This form can be obtained by speaking to a Customer Service Representative at 209-577-5395 or visiting our office located at 1010 10th Street, Suite 2100, Modesto, CA 95354. Completed written dispute forms can be delivered in person at our office, or addressed to: City of Modesto - Collections Division, P.O. Box 767, Modesto, CA, 95353

6. How much is a Return Check fee?

A return check fee of $25 will be imposed for all checks returned by the bank unpaid and the service may be subject to immediate disconnection.

7. When will I receive my Final Closing Bill?

A service person will be sent within two working days following the termination of your utility account to obtain a final meter reading. Your prorated final bill will be mailed approximately one week from the closing date.

8. Who is my Garbage Company?

Your garbage company is determined by which street you live on. 

View the map to find your address and contact your company for more information.  Gilton Solid Waste can be reached at 209-527-3781 or Bertolotti Disposal 209-537-6911. 

Modesto Garbage Companies

9. What do I do if my service has been disconnected?

If services are turned off for non-payment, payment of all balances owing plus fees will be required to restore service. Checks are not accepted for accounts once a final notice has been mailed. 

• Payments MUST be made before 3p.m. and verified with a Customer Services Clerk for same day reconnect.
• Payments received after 3 p.m. on accounts that are disconnected, will not have the service restored until the following business day.
• Only City personnel are authorized to disconnect and/or reconnect service. Unauthorized tampering/damage could delay restoration of services up to one week and result in additional fees.

10. When can I expect my service to be restored after making my payment?

***Payments MUST be made before 3p.m. and verified with a Customer Services Clerk for same day reconnect.***

***Payments received AFTER 3 p.m. on accounts that are disconnected, will not have the service restored until the following business day.***

11. Who do I contact for a Bulky Item Pick Up?

The City of Modesto offers its residential garbage service customers a convenient way to dispose of large bulky household items via the Bulky Item Collection Program. Each residential garbage service customer may have two pick-ups per calendar year. Residents must contact their garbage company to set a collection appointment. Items should be placed out the evening before the scheduled collection day. Gilton Solid Waste can be reached at 209-527-3781 or Bertolotti Disposal 209-537-6911.

12. What is my billing service period?

Metered: If your location is charged a metered water or sewer rate the service period appearing on your bill is from reading date to reading date. Any flat rate service charge also appearing on the bill will differ from these dates. 

Non-Metered Flat Rate: If your location is billed on a flat rate, the service period appearing on your bill is from billing date to billing date.

13. If I get disconnected for non-payment does that stop my billing?

No, your Water, sewer, and storm drain charges are considered "ready to use" and will continue to be billed monthly as long as the utility account is open. Only water consumption is based on usage. Services where the water is off for non-payment are still connected to City systems and the charges will continue to be billed. Garbage service is not discontinued when water is turned off for non-payment, and the charges will continue to be billed.

14. How do I terminate and close my Utility account?

You may contact our office in person or by phone at 209-577-5395 to request termination of service and to provide a forwarding address for your final bill.

15. How do I sign-up for eBilling?

You may set up eBilling by logging into your online account manager. For detailed instructions view our online help document.  Once eBilling has been activated you will no longer receive paper statements. You may also sign-up for eBilling by contacting Customer Services at 209-577-5395. 

Important: To avoid our e-notifications going into your “Junk” email folder, you must add: webutility@modestogov.com as a contact or add to safe sender list for your email provider.

16. How do I sign-up for Auto Pay?

Auto Pay must be set up within your online account manager. For detailed instructions, view our online help document.  The first auto payment will be processed on the due date of your next billing cycle for the full amount due shown on your bill.

17. How do I cancel Auto Pay?

First, you must call Customer Service at 209-577-5395 to have your pending recurring payment removed from our system. Pending payments may only be removed 14 days prior to its scheduled draft date. This will NOT un-enroll you from Auto Pay you will need to complete the second step below.

Second, you will need to Log In to our ePay system and un-enroll in Auto Pay. Click > Auto Pay, Click> Disable, Click> Continue, Click> Ok. You will then see a message that reads “Your account is Currently Not Enrolled”