Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called twice and sent a letter asking for help with no response, I am seeking a correction on my bill. nobody at this company cares, they need to refund access use charges etc. my average bill is less then ***** a month. this is a rip off. and I replaced our irragation time that obviously was stuck. the new timer should have corrected the problem. plese have somebody resolve this and refund the charges. thank you

  Customer response

  02/03/2025

  Hello,

  I just spoke with ***** at the Water District and she was very helpful and explained everything. We can close this case as satisfied and resolved.

  Thank you for your help.

   

  Vic
  p
  

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to make a payment but their online portal refuses to take said payment and to call, but theyre not picking up. So *** I have to take time out of work to go to the physical Office!!?

  Business response

  02/05/2025

  Good afternoon,

  This has been resolved. We followed up with Mr. ******** and he advised that he was able to get in touch with an agent. Mr. ******** thanked us for the follow up.

  Thank you,

  ****

• Initial Complaint

  11/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to correct my bill from address *************************. I moved out of the property May 31st. I didn't realize the water was still on, once I did, I called and asked for a disconnection of services to which was not given. During the initial call on August 29th, I explained the terrible relationship between myself and the property management. The ***resentative told me I could upload my lease showing when I moved out as proof so the bill would be back dated. I thought it was the end of the conversation, and I awaited my corrected bill. However, this was not the end. I received a text message stating my bill was past due although I asked for the disconnect. I called a second time asking for the services to be disconnected. Nothing happened again. I uploaded my lease ending October 19th without response, and no disconnect. I let the bill go past due to stop the services. After the upload I waited for someone to contact me which no one did. I received the same bill for services I did not use after May 31st and decided to call. The third ***resentative informed me that the previous ***resentatives were incorrect and that I would have to pay bills for June and July because the property manager would have to call on my behalf to fix the error. As I explained to the customer *** why two other people would tell me something different which is now a lie. I should be able to back date my bill to the lease showing I vacated the property as suggested by two ***resentatives. I am simply asking that someone correct my bill. Thanks.Dr. **** ( *****

  Business response

  11/27/2024

  Good afternoon,

  Our Senior Associate spoke with Ms. **** and advised the only way to change the stop day is for the property owner would need to request a backdate start. As a courtesy, we waived late charges due to the situation. Unfortunately, we do not get involved with a tenant/landlord dispute.
  

  Thank you,
  ****

  
  

• Initial Complaint

  11/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The charges for water connection and other administrative costs for new businesses seem disproportionately high compared to what is actually provided. These excessive fees place an undue burden on customers and lack sufficient transparency or justification.Also the wait times for customer support when calling in their main line are too long. It is very apparent that they seem to not care about their captive customers. We demand better than that.

  Business response

  11/26/2024

  Hello,

  We would need a physical address and telephone number to respond to this request. 

  Thank you,

  ****

• Initial Complaint

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am the community manager for Travata and Montage in *************************. Travata and Montage had a leak in June and July and we worked with the community landscaper to correct the issue. Once the leak was fixed we contacted ***** to ask for an adjustment on the bill. We could not talk to someone over the phone and it took several attempts to actually receive confirmation of the adjustment using the website chat. ***** at ***** confirmed that "we will send out the form for the adjustment. Please fill it out and send it back to us. The adjustment will be on the 07/04/2024 and 6/09/2024 bills. I confirmed the mailing address as we were advised they could not email us or link us the adjustment form. it has been 2 months and no form has been received. I can not get a hold of someone to confirm that the form was sent or that the adjustments have been made.

  Business response

  10/18/2024

  Hello,

  We spoke to Ms. ****** today and this has been resolved. Ms. ****** will be receiving an email of our Leak Adjustment Program in which she will need to complete and send back for processing. 

  Thank you,

  ****
  

  Customer response

  11/04/2024

   I apologize as I did not receive the previous communication. Thank you this complaint has been addressed by the business and can be considered closed. 

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  OUT OF MY HOUSE FOR MONTHS DO TO A FIRE AND A COUPLE OF DAYS AGO I RECEIVED A THREATNING LETTER FOR OVER USE OF WATER. MY WATER BOX IS TURNED OFF AND WAS RECENTLY TURNED BACK ON BY HOME REPAIR FOLKS.. YOU CLAIM TO BE OPEN UNTIL 5PM! I WAS ON TERMINAL HOLD X 25 MINUTES AND TRIED YOUR JOKE OF A CHAT LINE WHICH ALSO IS DOWN. NO EXCUSE FOR THE **** AND **** POOR CUSTOMER SERVICE I WAS SUBJECTED TO AND I AM DISPUTING THIS OUTRAGIOUS CHARGE. I DEMAND TO BE CONTACTED ASAP BY WHOEVER IS IN CHARGE OF THIS NONSENSE! I WANT TO HEAR FROM YOUR CEO AS WELL. I HAVE NEVER HAD A WATER BILL THIS HIGH AND TAKE A LOOK AT MY DEAD YARD AND BUSHES IF YOU DOUBT THIS! I HAVE BEEN YOUR CUSTOMER FOR DECADES AND CANNOT UNDERSTAND WHY THIS IS HAPPENING. I AM DISABLED AND DO NOT USE WATER LIKE THIS.I WANT THIS INCIDENT ESCALATED TO THE HIGHEST LEVEL AND I DEMAND A WRITTEN RESPONSE

  Business response

  10/14/2024

  Good afternoon,

  I wanted to follow up to advise that we are currently working with Mr. ***** on this situation. We mailed him our Leak Adjustment Program form. Once he completes the form and sends back to the office, the senior representative will follow up with him. 

  Thank you,

  ****

• Initial Complaint

  10/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  this complaint is about a lien that was placed on my property from las vegas water company they said that i had a leak on the property, this caused water to continue to run even though i never had no water property in or outside, without a doubt i believe the construction that was going on right in front my home, even when i tried to speak with the agents all they would ever say is pay what you can, they kept increasing the amount of water wasting as they call it never once was my water cut off until they reached the max amount of ******* close to five grand for water , this property is my only home i'm retired and have no other resources, i borrowed money to find a plumber company to knows about leaks ,they cut my water service off in june my complaint is that this company got that bill to the point where it was impossible to pay so they could place a lein on my property but it do not end there because the still have a balanec on my account that's close to ******* in all the years i have lived nothing like this has ever happened to me prior to this my bill never exceeded ***** there is only myself and one other person living in the residence. i feel like this is unfair. if the was any other utilty company i no way they would have continued service without terminating the service this price gouging on a senior citizen who have always pain his bills and would never not pay his bills.

  Business response

  10/06/2024

  Hello,

  We spoke to contact ****** ***** who filed the complaint. We did offer to delay the lien from going to tax roll until June 2026. 

  Ms. ***** understood and will speak to Mr. ********* to confirm how much they are going to try and pay on the account. We are working with them.

  Thank you,

  ****

  Customer response

  10/09/2024

   
  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

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We keep getting hit with excessive water charges, even though we are following their guidelines. I have a half an acre of property with large mature trees, plants and grass. I dont understand how they can put us on a fall watering schedule when the temperature is still over 100. My lawn is all but dead. This is ridiculous what they are charging. I dont see how this is a one size fits all situation. They should not expect me to use the same amount of water as a household that does not have a yard. Its unfair. I also have five children- that is five times the amount of laundry and five times the amount of showers Im tired of being charged for excessive use Just for using water in a normal way. Two months prior to the bill I uploaded, my water bill was in excess of $600-Somebody really needs to investigate this!

  Business response

  10/03/2024

  Good afternoon,

  Our Senior Customer Care Associates has left several messages for Mr. Ashworth to return our call on the telephone number provided. 

  We would like to review the water consumption at the property. 

  Thank you,

  Chad

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against the Las Vegas Valley Water District (LVVWD) regarding improper billing practices and the handling of my accounts.Details of the Complaint:Backdating of Service Date: I purchased a home and did not receive the keys or occupy the property until I called LVVWD to open my account. Despite this, LVVWD backdated the start date of my water service without my authorization. I believe this practice is unfair and unethical, as I should not be held responsible for water usage prior to my occupancy of the property. I am demanding that my account be billed only from the date I called to open the account, which accurately reflects when I took possession of and began occupying the property.Automatic Payment Removal: I have two different accounts with LVVWD, and I have noticed that they have repeatedly removed my automatic payment setup without my consent. This deliberate action has caused me to incur late fees unnecessarily. I believe this is a deliberate attempt by LVVWD to generate additional revenue through late fees, which is both unethical and a violation of my rights as a customer.Deposit Requirement: Due to the repeated inconveniences caused by LVVWD's improper handling of my account, I am also demanding that the deposit currently held on my account be removed. The deposit was initially required as part of the account setup, but given the repeated errors and lack of customer service on the part of LVVWD, I believe it is only fair that this deposit be waived.

  Business response

  09/04/2024

  Good afternoon,
  
  In speaking with ************************, we did advise that it is not our practice to shut off meters, and that owners per Clark County Records are responsible for water usage from the date the deed records which would be 6/6/2024.
  
  As a courtesy, we removed the second deposit on the account. We are unable to remove any late fees which occurred due to his prior autopay complaint from 2/27/2024.
  
  *********************** was not satisfied with the outcome and stated he will refuse to pay the bill for the property. He stated he will pursue further complaints with the BBB.
  
  Thank you,
  ****
  

  Customer response

  09/05/2024

   
  Complaint: 22200707
  
  I must strongly disagree with your response and conclusions regarding this matter.
  
  Firstly, while the property may have been recorded on June 6, 2024, I did not take possession until August 8, 2024. Prior to that date, the previous owner had already called to cancel the water service. It is unacceptable that your company failed to shut off the service after their cancellation request. Additionally, there was a water leak during this period, for which I should not be held responsible, as I had not taken possession of the property nor requested any services from LVVWD.

  It is unreasonable to expect me to bear the cost of services I never requested nor authorized, and I therefore demand that all charges incurred before August 8, 2024, be credited to my account immediately.

  Secondly, your repeated removal of my autopay is another significant issue. I have provided evidence showing that the autopay feature was removed without my consent, leading to late fees. I was under the impression that the payment would be processed automatically, and your systems failure has caused unnecessary financial penalties. These late fees are a direct result of LVVWDs error, and I demand that all late fees be credited back to my account.

  If these issues are not resolved promptly, I will escalate this matter to the BBB,  regulatory bodies, and explore legal options to ensure a fair resolution. I expect a formal response confirming the removal of these charges and fees, as well as assurance that my autopay will remain active without any further disruptions.
  
  Thank you for your attention to this matter.
  
  Sincerely,  
  *******************************

  See attached pictures this auto payment cancellation its every month. I can send more if you need me to. 

  Business response

  09/09/2024

  Per our Service Rules, Section 5.5 states the following responsibility as the owner.
  
  Responsibility.
  
  a. Bills are due and payable upon the applicable due date.When a bill is delinquent, the District may discontinue water service in accordance with the Service Rules. Water service will not be re-established until the delinquent bill, fees, or charges have been paid in full.
  
  b. Before having to resort to termination of service, if a customer fails or refuses to pay an outstanding bill, fee, or charge, the District may decline to provide service at the same or another location until payment has been made. The District may require the owner of a property, as shown on the records of the county assessor, to sign for service and pay any past due bills to that property when a tenant fails or refuses to pay an outstanding bill, fee or charge, or resolve ongoing water waste.
  
  c. Outstanding bills, fees, or charges are owed by the customer to whom the service was provided and the owner of the property, as shown on the records of the county assessor. Outstanding bills, fees, or charges also constitute a lien on the property, which will include associated costs such as recording fees. The District may apply deposits to bills, fees,or charges that have not been paid.
  
  As for autopay, this application is customer driven. The payment amount due exceeded the maximum payment limit defined which you setup in your autopay.
  
  Thank you,
  ****
  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July I received a water bill in the amount of $426.49. In August I again received a water bill in the amount of $602.86 for August.My water bill was on Auto-Payment however, the limit included in the autopay was $250. This limit was based on the historical usage of water. The highest water bill in the last 12 months was $168.67. Since the bill was over $250, there was no attempt to execute the AutoPay. This caused additional penalty on the bill. I was on paperless billing and never received an email regarding the autopay or the late pay!I checked for leaks and the water meter is not moving when there is no water consumption in the house. Therefore, I am confident that there is no water leak in my property.As a matter of fact, we were not at home in July! We took a trip to *******I am attaching the Payment History which depicts the last payment of $1046.41.I have recorded the meter and checked it again after 3 hours and the meter did not move! Some of the plants in my yard also dried due to the harsh summer temperatures! I have no explanation to the amount of this water bill which is over $1,000. I request from the water company to find the issue in their billing or metering equipment. This bill is totally out of the ordinary and insane!

  Business response

  09/05/2024

  Good morning,
  
  Mr.************, contacted LVVWD customer care office 08/26/24 regarding billing concerns at premise address *********************************** The customer was upset due to high bill which was determined to be a result of high-water usage. It was explained that the cause of his high bills was the result of irrigation clock settings. At the time of the call, his average daily usage is roughly ***** tgals daily.
  
  After speaking with a customer care agent, ******************** reduced his watering clock on 08/26th to 3x a week for 10mins. Since the decrease of his watering times, he is now averaging between 930-1,060 tgals a day. This is a reduction of over ***** tgals a day,the customer was satisfied with the information and explained that he will contact LVVWD if he has any further questions or concerns.
  
  Thank you,

  ****

*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. ↩