Council members call Dallas Go rollout a ‘disaster’

Dallas residents and city leaders are raising concerns about widespread problems with the city’s new water billing system, citing long wait times, confusing features, and billing errors reaching as high as $10,000.

‍The system, known as Dallas Go, launched about a month ago and has triggered a surge in customer complaints. City officials report receiving more than 2,500 calls daily, pushing 311 wait times from about 90 seconds to as long as 35 minutes.

Customers say the system is difficult to navigate and includes unexpected costs, such as a more than 3% convenience fee for payments made without autopay enrollment.

Bill Roth described the rollout as a “disaster,” noting that complaints have flooded his office.

“We’re getting hundreds of calls to my office,” Roth said, adding that residents are struggling to reach city services for assistance.

Council member Lorie Blair said she personally experienced difficulty using the system and contacting support.

“I have tried to call, and I got the runaround," Blair said.

Some of the most serious concerns involve billing errors. Council member Laura Cadena said constituents have reported incorrect bills ranging from $5,000 to $10,000, raising fears about automatic withdrawals.

“I’ve had several constituents who received bills for $5,000 or $10,000,” Cadena said, warning that autopay users worry about being overcharged.

Council member Cara Mendelsohn criticized the system’s complexity, arguing that a basic utility bill should not require extensive guidance.

“This should have been the easiest thing in the world,” she said.

City officials acknowledged the challenges and urged residents to use online self-service tools or visit service centers in person. Daisy Fast said the transition will likely lead to long hold times.

During the rollout, the city has temporarily waived late fees and suspended water shutoffs. However, officials have not announced how long the grace period will remain in effect.

The city said it is continuing to address system issues as the transition progresses.