Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My bills have been high for the last year and I have called on multiple occasions and have been told by each representative that the rates were raised. I have even received multiple letters from the water district stating they were going to FINE my property for excessive water usage .They are stating I have been using 10 gallons of water month. I live in a ****sq home with only 2 adults that go to work every day. I called a plumber out and they told me I need to call the city because its a broken valve on the **********. The city has failed to tell me there was a leak on their end.The city choose to continue to charge me these outrageous water prices. So if your bill is high, its not the rates. It may be a leak the city is neglecting to tell you about so they can continue to take all of your hard earned money. They are wasting water and trying to fine the property.

  Business Response

  Date: 02/01/2024

  Good afternoon,

  For *******************, in the last 12 months:
  
  They do not have a continuous flow of water and therefore would not receive our leak notifications.
  
  Their average daily water usage (ADU) in 2022 was **** (375 gallons), in 2023 it was **** (355 gallons). The cost difference appears to be the 1/1/2023 rate change, they have not received any excessive use charges.
  
  The only letter I could locate has been attached, it is referred to as a "Sunday Watering letter" and it is dated 12/22/22, this notice is indicating they may be irrigating on Sunday due to the amount of water they have used on a Sunday. If it is reported that they are, they could be subject to Water Waste investigation. 

  Please let me know if there is anything else I may assist you with, thank you. 
  
  

• Initial Complaint

  Date:01/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a near $300 bill which is outrageous compared to a normal $25-$50 bill especially in the winter. I immediately reviewed this bill to find out that this company billed me for every month dating back to 09/2012. After failed attempts trying to get them on the phone. I opted for the messaging system that only offers a two hour window. After talking to ******** and informing her of the situation, she told me that the water company found out that my meter was stuck and they had to go back and charge me for the almost year and a half it was stuck. Not sure what stuck means since I was still receiving a monthly bill from them for my water usage. She offered no documents that supported what she told me as well as if something was stuck for so long, why did it take so long to find as well as why was I not notified of a possible bill coming my way because of an issue on their end.I asked if these fees could be waived or discounted due to the nature of the situation and of course she said that would not be possible and that all she could do is spread the payments out over time. Very unprofessional and more than disappointing that a company would allow a problem such as a meter being stuck (but yet Ive still received a monthly bill the entire time) for so long and not be caught and then requiring your customer to pay for their mistake.

  Business Response

  Date: 02/01/2024

  Good afternoon,

  Per our conversation with ************, the account was rebilled at a lower average daily usage to reduce the amount of the bill.

  Thank you,

  ****

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21175289
  
  I am rejecting this response because:
  
  I dont need anything else to be done. You credit my account $32 out of the $300 that you charged. Talking to the representative made me even more uncomfortable with how this company does business. My meter was stuck for 14 months. If a home is active for 10 years and all the sudden not for multiple months. You would think someone would notice and maybe even drive by to see if its occupied. But instead you use THE PREVIOUS 14 MONTH to go off of because you have no way of knowing how much water was actually used. You adjusted it because I told you I no longer have grass in my backyard and wouldnt have watered like the previous 14 months. But what if I was out of town for 10 of those months or we used other water saving strategies. No way you could even know this nor care because again you went off the previous 14 months before the meter was stuck. So again, I dont need anything else done from this company, others just need to know how they do business.
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over billing for years fraudulent billing Have been saying there is a leak at my home for years .Have filed liens in amounts that were fraudulent and collected money from me by pressure of water shutoff many years and sent liens to the tax roll numerous years and collected both from me and the tax roll.I have disputed the fake leak before in the past and they have adjusted my account however ***** continues to produce high bills illegally and sends letters of a leak or runnning water.They they have stolen thousands of dollars from me in the past as they increased my bill when I never had a leak. They recorded liens that were false and collected on them twice over from me and the tax office. There has never been a leak at my home. I have a handyman who has sent notarized letters to ***** in the last several months and the water company has not once responded to the letters that state there is no leak and the water meter is not moving when water is off. I have the witness testimony in written form along with pictures and recent videos of the water meter at my home. ***** ignores the letters by my HANDYMAN AND MYSELF, and continue to send a high bill with letters claiming a possible leak. Its false, fraud, and I have been harrassed on and off again over more than 10 years with the same claims of a leak. I am seeking a refund for all the money I have paid in past years for bills that were intentionally generated by the water company in order to steal from me. Lien after lien for false billing that was in dispute every single time. I have a history of disputes. I am seeking an investigation into the county tax roll to determine if ***** collected from me and the tax roll each and every time as a double collection. In their letter they state that if they send the lien or delinquency to the tax roll They can no longer collect on that amount from me, yet they sent bills that continued to include the lien amount to my home even when they attached the liens to the tax roll. They collected on false billing on both ends-double dipped possibly since one would not know what the other was doing and they illegally collected in this case. My current balance is high and I have written dispute letters since July 2023, and like usual the ***** is not in the business of helping water customers with issues but only to collect money they are not owed. Like others who have made complaints with this bureau I am prepared to expose the facts based on no proof of claims, and double collection.]

  Customer Answer

  Date: 01/12/2024

  I'm adding specific dates on when the billing started to become high again and fraudulent in 2021 and 2022 the bills were high due to the fact that I did get behind on my water bills so I did pay on the amounts that I would normally pay which is $50 a month for water for water usage but the Las Vegas Valley Water District once again what had additional increases to my bill saying that I had a leak or saying that I had a previous name that I was supposed to pay when I remember paying a lien off they were just trying to collect from me double then in early 2023 my bill was was finally from what I thought it was finally normal again it went down to a normal billing rate in the beginning of 2023 but by March of 2023 they sent me a bill saying I owe them $300 which I did not owe and so after March 23 and to currently right now **** that I do not know they are saying that there's a leak at my property and they're only saying that because I disputed the $300 that they added to my bill in 2023 in March they just continued to add more because I'm disputing it and they're saying there's a leak when there's not I have the bills that I will be uploading shortly

  Business Response

  Date: 01/24/2024

  Hello,

  The ******** are accurate, and weve provided the requested details numerous times as well as offered support by way of site visits etc. 
  

  ******************** has spoken to our legal department in July 2015 and was advised her liens and balances are valid. 
  

  Unfortunately, there is nothing else we can do. 

  Thank you,

  ****

• Initial Complaint

  Date:01/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested service from the water district 5 months ago, i paid $150 deposit to them to start service...I moved out mid november 2023 and canceled my water service, i received a ZERO balance bill and got a credit of $102 ( from deposit) they took my final bill from my $150 deposit..which brought down my credit to $102, its Jan.2,2024 and i haven re my deposit...i got a ZERO balance bill a few days after moving saying that my check was going to be sent out DECEMBER.18,2023/ its been 15 days after the check was mailed out (Dec.21,2023) I owe them NOTHING! i want my money back!! they owe me $102 , since they never respond to phone calls, i did a live chat thursday at 3pm ( enclosed) I will take this to small claims court if they keep playing with me..thank u BBB

  Business Response

  Date: 01/15/2024

  Good morning,

  It has been confirmed that the check was mailed out and may have been delayed due to the Christmas holiday. Our records show that the check cleared the customer account on January 9, 2024. 

  Our representative left a voice mail and advised to call back if she still has concerns. 

  Thank you,

  ****

  Customer Answer

  Date: 01/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  And just to clearify, the check was not delayed, it was sent the 1st week of Jan. because it was stamped by the POST OFFICE! but yes i have received my check at last! thank you BBB 
  
  Sincerely,
  
  Regia *******

• Initial Complaint

  Date:11/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress.Under 15 USC **** Section 602, I have the right to financial privacy, and I expect my information to remain confidential.Furthermore, 15 USC **** Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.I have identified inaccuracies on my credit report from LAS VEGAS VALLEY WATER DISTRIC, impacting my financial well-being. I request these inaccuracies be corrected promptly.Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances.For reference, my account details are as follows:Account Number: *******I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information.Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.Thank you for your immediate attention to this matter.Sincerely,*********************

  Business Response

  Date: 12/12/2023

  Good afternoon,

  Initially, we spoke to **************** back in 2017 and explained that he and ***************** resided in the home together. The couple spilt in 2017. ***************** remained in the home but determined that she was not going to pay any bills.  

  We reached out to ***************** on 12/07/23 and requested that we call her back the following Monday 12/11/23. Our senior called and left her a message on Monday, and she has not responded. We called again today, and the voice mailbox is full and was unable to leave an additional message. 

  Thank you,

  ****

• Initial Complaint

  Date:11/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have lived on this address almost 10 years.Large home, large family.My water bill was never over $200-$300 even on months when I filled my pool.Since 6/2023 the water bill has been outrageously high almost $1000 per month.I am not wasting water. This is because of the "excessive water use penalty and contributions to various taxes.My gasoline bill is <$300 per month There is no water shortage ( excessive construction in Las vegas ) is using way too much water.This is criminal & I do not know why isntead of restricting construction law makers are punishing the home owners with larger home ( who pay far much larger property taxes) with this draconian law.I am using less water then previous years

  Business Response

  Date: 11/30/2023

  Hello,

  A senior associate spoke to **************. ************** is not happy and does not agree with the Excessive Usage Charge and Tier Equalization. We offered a free site audit; however, we do not have appointments on the weekend.
  

  As a courtesy, we waived several late charges. We will monitor the account and create a ******* payment arrangement on the balance.  
  

  Thank you,
  ****
  

• Initial Complaint

  Date:11/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried to establish service for a new home and I have NOT had any water service in my name in more than 7 years They denied to start my ****** service and I am now without water until at least Monday They are demanding some magical past due bill of $378.00 but cannot and will not provide me NY type of statement proving why I owe a balance dated more than two months after I last CANCELLED my water service on April 1, 2016 never at any point in time has LVVWD made any attempt in any medium to collect this balance before today Nov 18, 2023. My online account shows no billing or ******* history even for the four years I did have an account with them. I repeat NOT ONCE have in been sent a bill in seven years demanding that money in any manner, NOR HAS IT EVER been attempted by any collection agency nor has it ever appears on my credit reports They refused me an ess brisk service becasue of some balance they say I owe but have provided ZERO DOCUMENTATION ATO PROVE THAT EVEN AFTER I PROVED I HAD MOVED OUT OF THE PROPERY 75 days before they saw this mystery bill became due NO WATER IN MY HOME over some balance they demand from me but HAVE NOT AND REFUSED TO SHOW ANY BILLING STATMWNTS FROM ANY **** BETWEEN JAN 1, 2012 and April 1, 2016 THE **** I LIVED at the address they say I owe them money for I DEMAMD THEY ERASE THIS BALANCE IMMEDIATLY BECASUE THEY CANNOT PROVE I EVER OWED IT AND NEVER ONCE IN SEVEN YEARS AND EIGHT MONTHS HAVE THEY EVER MADE ATTEMPT TO COLLECT IT BEFORE TODAY

  Business Response

  Date: 11/21/2023

  Good morning, 

  This has been resolved. As a courtesy, we accepted a payment of half of the write-off balance and started the new service. We will bill out the remaining balance on his first bill statement. 

  Thank you,

  Chad 

• Initial Complaint

  Date:09/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nature of dispute is my water bill for 7/6/202t3 of $111.02 for ***** gallons and 8/3/2023 $133.18 for ***** gallons. I have made contact with representatives on 8/21 and 9/18/2023 as I received notices from LVVW on both these days for a possible water leak. Seven calls were made with an average of over an hour in hold time. Several calls were dropped before ever getting through to a representative,Both conversations were vague, unresponsive, directed me to the website to investigate "leaks" and to contact a plumber/landscaper.Again today I called and spoke to **** after repeating I have no leaks, irrigation is off and has been and having such a high volume of water usage is not normal.She tried to connect me with the Resolution Specialist, no number and was told it would be a minimum of 3 days for return call and there's no direct number for them.No comparison from 2023 and 2022 was done these ******** when asked.LVVW pacified me to rush me off the calls, defended their systems/products/readers and refused to send anyone out to do a manual read meter when asked. They are very condescending and at times discounting my concerns. I have been a customer since 2007 and a customer at my current address since 2017 with no issues until now, I pay on time and it is only right that they accommodate me professionally and respectively. I have had three licensed journeyman plumbers out this week on Monday, Tuesday and today all of which did their testing/diagnosis and found there are no leaks inside or outside with conclusion the issue is with LVVW.

  Customer Answer

  Date: 09/21/2023

  This text was received Monday the 18th of September at 10:0* a.m. as seen in attachment,

  You can see I immediately called LVVW immediately Monday the 18th of September at 10:11 a.m. where I spoke with a male representative for 50 minutes and 55 seconds and the call log in the other two attachments.

  No water adjustments were made before or after the text was received and phone calls, nor have any been made since,

  Per conversation yesterday (9/20) with ****, she related something was done at 10:00 on this same to day to REDUCE the water usage. This is contradictive to the text and conversation with the representative on the 18th. 

  Per document submitted at the time of initial claim by *********************, licensed and journeyman plumber with *************** this is further confirmation ****'s statement(s) are conflictive and inaccurate.

   

   

  Business Response

  Date: 09/25/2023

  Good afternoon,

  We spoke to *************** and apologized to her for the customer experience she encountered.
  
  My senior discussed with her in great detail her account and different possibilities of a stuck solenoid valve in addition to a possible toilet issue.

  *************** has a better understanding now and will have her landscaper check her irrigation drippers for buildup and possibly have replaced for preventative maintenance.
  
  Additionally, we will be compiling her water consumption and will be sending it to her by email weeks end.  

  Thank you,

  **********

• Initial Complaint

  Date:09/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an auto-payment set-up for my monthly payment to Las Vegas Valley Water District (LVVWD). This worked for years until this August when LVVWD did not take the payment and sent a bill saying I was late paying and included a late fee. I spoke with customer service who said the issue was a fault with their system. The same thing has now happened for the September payment but this time customer service say that I should have paid manually. I was never told this before and auto-pay was still in effective (I've since canceled it).I'm attaching the chat record for my first conversation with LVVWD.

  Business Response

  Date: 09/08/2023

  Hello,

  We spoke to ***************** and apologized for the autopay issue with ****** and thoroughly explained what happened. This has been resolved. ***************** was very appreciative of the information, explanation and call back.

  Thank you,

  ****

  Customer Answer

  Date: 09/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 26 Apr 2023 I saw water coming out of the water meter area on the sidewalk near the street. The water was coming from a faulty damaged connector piece that is attached to the water meter that was installed by the ***** with the addition of the new water meters, followed by the new smart meter attachment. I immediately called the water district and alerted them about the leak happening at their meter, and got the water turn off. I was told by the ***** that they knew of the leak since 11 Apr, but the system had not gone live yet to alert the customers. I was told that even though this water leak was on the citys property, at the city's meter installation due to their faulty piece- that this would be my issue to fix because the leak happened on the sidewalk side and not the street side. My homeowners insurance and upgraded home warranty denied fixing due to the damaged was not on my property. Being that I need water to my house, I got this repaired right away (within 24 hrs). I talked with the ***** multiple times which included customer service, claims adjusters, and the ***** social media pages to try and resolve this issue. I dont feel it is right that there is no accountability on the part of the ***** on this matter. I provided photos, videos, and statements showcasing this negligence on the Water District to no avail. I had to pay a huge water bill plus an outrageous fine for the water wasted along with an expensive repair bill. A few days after this the ***** smart water meters went live. The ***** did offer me a once in a lifetime credit of $75 to help cover the cost. I declined their cheap offer. Many neighbors are having this same issue. It is also alarming that the ***** knew there was a leak for weeks and failed to warn me at all. No text, No email, No phone call, and No alerts. The only positive about this is that the plumbing company I hired installed a new high quality durable metal pipe connector to replace the faulty one ***** installed.

  Business Response

  Date: 08/06/2023

  Hello,

  We attempted to contact ************** on Thursday, August 3rd at the 3 telephone numbers that we have on file and were unsuccessful.

  Our last contact prior to this request was on 5/9/2023. Here is a summary of what took place during the conversation.

  Senior agent spoke with ************** and listened to her concerns. ************** advised that she had a P/O Leak at the meter that she recently repaired and is happy with LVVWD proactive approach with text and robot call alerts.

  Senior agent discussed our 1 x PO Leak Adjustment Program and waiving fee. ************** has decided to wait and hold off on using these 1 X adjustments for now.
  
  Additionally, senior agent advised ************** how to read the mechanical meter and provided *****.COM for troubleshooting tips and videos. Ms. was very complimentary and expressed her gratitude for the return call.

  Please advise ************** to contact the office and request to speak with senior agent.

  Thank you,

  ****

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20364612
  
  I am rejecting this response because: it still seems unfair that the water district is not taking any responsibility for installing a faulty connection piece that was the culprit causing much of this awful issue. I have witness so many of my neighbors having to deal with this. I wish my concerns were read completely. I received no messages, no emails, no voicemails. Yes, I was offered a small discount with my fines and water bill, it was a one time offer never to be offered again for the lifetime of my home in which I kindly denied. What I am concerned with is it was the water district who installed the faulty connection piece when they installed the new meter then with the smart attachment connection- and thats what went bad. Why does this have to be the customers responsibility? This happened off my property due to the bad piece that was installed by the *****, and yet it is the customers full responsibility to repair, and pay all the fines. Please view all the detailed photos provided in the complaint, and please read the full complaint as well. Thank you. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/17/2023

  The water district just called, I tried call back their phone number ***************** and got the prompt that they are experiencing a high level of call volume, and to try again later or visit the website for self service questions. Do they have another number I can call them back at? Like a direct line. I am at work now. Can they email me at *************** or at ******************** They can even text me at **********. I appreciate the call, they let it ring twice and did not leave a message, but I saw that it was their main phone number calling. Thank you. 

  Business Response

  Date: 08/23/2023

  Good afternoon,

  We spoke to ************** on Thursday August 17. We listened to her concerns and did advise any type of leak from the property to the meter is the property owners responsibility which she understood.
  

  We offered her our Leak Adjustment Program in which she declined.
  

  ************** stated she may have to contact the media to bring attention to all the people she knows, including neighbors that have had the same issue. 

  Thank you,

  ****