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Business Profile

Utility Water Company

Great Basin Water Co.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Water Company.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/03/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    BBB,I sent an extra payment of $330.00 to the Great Basin Water Company on 09/12/2024.I contacted the company the next day to report the over payment demanded a refund of the total amount. They refused, telling me they need a letter from Band of America to verify the payment and the amount. B of A sent the letter to the company 09/19/2024 requesting that the $330.00 be return to my account. I called the company and spoke to billing, I was told no letter was received, and for me to email them a copy, which I did the same day. After a number of phone calls to the billing department for the Water company, they still refuse to refund the over payment..

    Business Response

    Date: 10/17/2024

    Hello,

    Please find attached Great Basin Water Co. answer to complaint ID ********. Thank you, ***** ********

    Customer Answer

    Date: 10/22/2024

     
    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.

    Sincerely,

    ***** **********

  • Initial Complaint

    Date:09/18/2024

    Type:Product Issues
    Status:
    Answered
    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.
    About August 15, 2024 I had to close my great basin account because my property was up for sale and has since been sold. I have over ten thousand dollars that I paid to their installation/Taps department. I was expecting a refund because No work or any installations were done to the property. For over 30 days I been trying to work with them on getting my reimbursement but it has been countless hours on the phone, with them telling me a decision has to be made on them refunding money that I paid in good faith. On September 18, 2024 I spoke to several great basin staff as well as a supervisor for customer service and the story is still the same, the refund is pending approval, I truly believe racism is involved in refunding my money, the office in Pahrump never returned my calls, emails their has been 0 responses regarding money I paid up front. Since no work was done, no services to the property, I just would like my refund.

  • Initial Complaint

    Date:08/08/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 moved to my house last year. The water bills were sky rocket to the high $400s each month. When they learned the home was purchased they came and removed the meter and added a smart meter that detected a leak. I fixed all the leaks and included a valve shut off. They came back cause i complaint about my high bills again and added another smart meter. I had decent charges since December which meter stil detected a leak (but have been fixed). The last 2 months my bill sky rocket to $400s again. They are still telling me its a leak but I have proved to them that no water runs if water is shut off so why does that meter still detects a leak? They keep taking the meter to test it but meanwhile Im stuck with HIGH BILLS. I do not know what else to do as they seem like they dont care. How can I be spending ****** gallons of water? If this was so why am I not seeing leaks at all? I truly believe something is off within the company. I spoke to all my neighbors and their bills are lower than $100 each month. I work very hard for my single income to go on this bills. This is crazy!!!! Unfortunately it is the only company that supplies water in this town.

  • Initial Complaint

    Date:05/20/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Attempting to pay bill on website and/or via app. Site and app refuse to let me login and/or recover username and/or password. If the company expects a payment in a timely manner, I expect service to recover username/password and/or the resources to make said payment in a timely manner. That includes a response from a competent person that can assist in resolving said issue and/or concerns in timely manner.

    Business Response

    Date: 05/22/2024

    Hello, 

    We have provided our Great Basin Water Co. answer in the attached file labeled ID ******** ***********************. Please let me know if you have any questions.

    Thank you,

    ***************************

  • Initial Complaint

    Date:01/19/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    Constant problem with their payment postings. I prefer to pay by check as I do not wish to pay their "convienece fee" of 2 dollars. I pay (send in my check) usually 2-3 weeks before due date. I pay all my bills this way... However my payments do not seem to arrive to Great Basin in time to be posted before the due date. This is the ONLY company that has problems with receiving payments on time. This is an ongoing problem ONLY with Great Basin for several years.. They deny they are doing this to get the extra 2 dollars. However it' the only explanation for their late payment posting.

    Business Response

    Date: 01/24/2024

    Please see attached

    Customer Answer

    Date: 01/24/2024

     
    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.  I feel they have a good faith attempt/move to solve the issue.  

    Sincerely,  

    *******************

  • Initial Complaint

    Date:07/06/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Attached is a summary of bills received and paid to Great Basin Water since January, 2023.Its obvious that beginning in May this year, my bills/payments have doubled. Can you advise me about what I should do to get these billing issues resolved ?

    Business Response

    Date: 07/10/2023

    Hello, 

    Please find Great Basin Water Co. answer to Complaint ID ********. 

    Thank you,

    Debby 

  • Initial Complaint

    Date:05/08/2023

    Type:Billing Issues
    Status:
    Resolved
    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 bill for May 2023 is double my normal. Contacted Great Basin water co. and was told their up dating their billing cycle. I pay by auto pay and notice the person reading my meter each month. I was informed they are behind on their billing cycle. So this bill and next will be almost double to correct the flaw. From my point of view they have found a back door to charge more.

    Business Response

    Date: 05/11/2023

    Please see attached response. 

     

    Customer Answer

    Date: 05/11/2023

     
    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.
    I changed payment accounts from checking to Mastercard, well before the dew date. Great Basin has not updated the account to show primary payment method is Mastercard.
    Sincerely,

    *********************

  • Initial Complaint

    Date:11/02/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Today, around 3:00 pm, my kids notified me that we had no water. I had no idea why, so I immediately called the water company. The lady I spoke with told me that my account was past due and that I needed to pay $285 to get it turned back on, and there was also going to be a reconnect fee of $50 on my next bill. I had received no notification that my account was even past due, let alone being shut off! In the last 3 weeks, I have received 2 bills from this company. Before I could even pay the first one, I received a second one that was suddenly over $400. I hadn't paid it yet because I was waiting for payday, it has been less than 2 weeks. Now, when I talk to her, she says my account has a balance of over $600. She told me the reconnect fee could not be waived. I asked to talk to a supervisor. She put me on hold, came back and said that it was actually a $35 reconnect fee and that they would waive it as a one-time courtesy and that the resolution team was gone for the night so she couldn't transfer me to them. I asked her if she was ready for my payment information and was then told that she couldn't take a payment over the phone. So, I had to get online, register for an online account, and pay online. I made my payment and gave her the confirmation number. She then told me that water would be turned on tomorrow. I told her it is supposed to get to the low 20's tonight and that I needed it turned back on today. She told me that it was too late because they were central time. I explained that it was only 3:30 here and that I needed her to get ahold of someone local to get it turned on because I did not want my pipes to freeze tonight. I asked to still speak to a supervisor because when I was online,it now showed my balance as $900. She transferred me to a supervisor that said they had made a mistake with billing in August,and it went out late. In 3 weeks, since I received the first bill, my account went from current to being shut off with a $900 balance NO notifica

    Business Response

    Date: 11/14/2022

    Hello, 

    Please see our response attached. 

     

  • Initial Complaint

    Date:07/21/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    It started 2 years ago when they started over charging me on my bill. I give them money every month to avoid them turning it off but they still continue to turn it off and they don't apply my payments to my bill that I make every month. They are saying that me and my husband use 56,000 gallons of water when we are the only 2 people that live here, they charge whatever they want and they don't even read the meters. We can't even water our yard because of what they think they can charge we have lost over $5,000 in grass and trees because they overcharge me, they turned my water off on 7/20/2022 I paid the amount that was owed and they still haven't put my meter back in. If this company doesn't get held responsible for their actions I will be filing a lawsuit. I want the over charging to stop so I can afford to water my yard, I worked to long and to hard to let them do this to us and because of them I lost a lot of money because I can't afford to water my yard. They need to be held responsible for what they are doing to the residents of Spring Creek,Nevada one way or the other they are going to pay for my yard that they caused me to loose because of the prices they are charging.

    Business Response

    Date: 09/05/2022

    Business Response /* (1000, 10, 2022/08/08) */
    Hello, I had attachments to submit. I called and spoke with Hank in BBB and he said that I could submit to **********@******.org. Please give me your preferred email address and we can resubmit. Thank you, Debby W******* Great Basin Water Co.

Great Basin Water Co. is NOT a BBB Accredited Business.

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