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Business Profile

Utility Water Company

Truckee Meadows Water Authority

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Water Company.

Complaints

This profile includes complaints for Truckee Meadows Water Authority's headquarters and its corporate-owned locations. To view all corporate locations, see

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Truckee Meadows Water Authority has 2 locations, listed below.

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    Customer Complaints Summary

    • 7 total complaints in the last 3 years.
    • 1 complaint 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:02/12/2025

      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.
      I attempted to start service with this company for the first time this week on or about 2/09/2025. I was informed of a bad debt with them for close to $400.00 This debt has been identified as fraud. I have filed the necessary police reports and additional actions and also offered to provide proof of residency, but they refuse to remove this fraudulent debt from their records. This debt has already been removed from my credit reports as they are FRAUD.

      Business Response

      Date: 02/13/2025

      We did ask for the police report so that we could remove the debt. The reply that we received from you was "You are not going to jump through hoops for us and that you would just contact the Utility Board.  We would be more than happy to remove the debt once the document is received.  

    • Initial Complaint

      Date:09/18/2023

      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.
      The water utility shut off water service to my house. This is an emergency for my family. My daughter has the stomach flu and we are without water to drink cook and bathe. We will have to leave home for food and get a hotel to bathe. Homework will not be done by the children not currently throwing up. We also cannot stay in a house that has no flushing toilets due to the stomach flu and bathroom problems. We are in crisis and need help

      Business Response

      Date: 09/25/2023

      Hello *******,

      I see that your water was turned on that same day.  The reason your water was turned off was because the bill had not been paid since June.  I also see that you have set up autopay so in the future this will not happen again. 

    • Initial Complaint

      Date:05/03/2023

      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.
      TMWA has not communicated charges and issues with me properly and i have incurred financial penalties for things that have not been handled correctly. First issue is related to my move in date and the charges that happened therein. They turned on my water on my move in date of February 24, 2023 and charged the standard service fee of $25. Then the water was off and when i called that night they said they would have a tech out ASAP, and i asked if that would be another $25 charge, the person on the phone said yes, and the tech also stated that it would be another $25 charge when he was at my address. I confirmed this with him several times, but my bill reflected a $50 after hour charge that was not what they told me on the phone or in person and they refused to correct the issue. The second issue, and most egregious one, occurred on May 1, 2023 when my water was completely shut off by TMWA without receiving the shut off notice they stated they sent on April 24, 2023. When i called i talked to a supervisor about how i was paying my TMWA bill, but apparently my new address wasn't being paid, just my old one. I told them that their online system told me i owed an amount, and monthly i paid that amount. When i told them i never got a letter stating they would shut off my water she said "we sent the letter, whether it is delivered is not our issue." This was an awful thing to say, and her whole demeanor for this entire call was combative and rude. I then had to pay another $50 to have them come out that night to turn on the water, and then the next day, May 2, 2023, i received the letter regarding them shutting off the water on May 1 should a payment not be received. I tried to call and inform them that i did not receive their shut off notice until 1 day after they shut off the water, and another representative reiterated what the supervisor stated. A refund of $25 for the first issue and $50 for the second is desired for the fees that occurred that should not have.

      Business Response

      Date: 05/04/2023

      I will agree to remove the $50.00 fee for the Move in as you should have been informed of the charges when we sent someone out the second time, I do see that the meter was on when we arrived.

      Even though you didn't get the mail that was sent on 4/24/23 prior to the shut off the statement that was sent on April 7th included in the comments that a "Payment of $89.69 or payment arrangements must be made by 4/27/23 to avoid disconnection". Your new balance is $5.75. 

    Truckee Meadows Water Authority is NOT a BBB Accredited Business.

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