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:04/01/2025

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against a water service agent from the Las Vegas Water District. Recently, I had an extremely distressing experience with one of your agents that I feel was unprofessional, inhumane, and showed a total lack of consideration for my current health condition.I was recently released from the hospital after being diagnosed with cancer and was still in a very vulnerable state when an agent arrived at my home to shut off my water. When I explained my condition and asked him to please wait, he initially agreed to hold off. However, just a few minutes later, he changed his mind and began yelling at me. He told me that it was his job and he had to follow through with the shutoff. Despite my repeated requests, including explaining that my baby was crying and I was physically unable to handle the situation, he showed no empathy and refused to wait. Instead, he stated that he would get in trouble for delaying and showed complete indifference to my situation.This interaction was extremely upsetting, both emotionally and physically. I felt disregarded as a human being, and my situation became much more stressful than it needed to be. I should have been focusing on recovering from my health issues, not dealing with this unnecessary confrontation. His actions were uncalled for and unprofessional, showing a blatant lack of compassion.I respectfully ask that you investigate this incident and take the necessary steps to prevent such behavior in the future. I hope that no one else has to experience the same level of distress that I endured.

  Business Response

  Date: 04/03/2025

  Good afternoon,

  We are investigating this request on our end. Mrs. ******* returned call advising this issue has been resolved. 

  Thank you,

  ****

• Initial Complaint

  Date:03/25/2025

  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.

  What a SCAM ...I had a leak in a bathroom I don't use and didn't know about and they sent me a bill for $900 and want to do me a favor and cut it in half....what a scam... privatize the water **** or this will only get worse...should be privatized but it's a government monopoly so they can do whatever they want...vote them out

  Business Response

  Date: 04/03/2025

  Good morning,

  A senior representative spoke with Mr. ******** today. The account was reviewed, and we are emailing our Leak Adjustment Program form for Mr. ******** to complete and send back for relief in the bill. 

  Thank you,

  ****

   

   

  Customer Answer

  Date: 04/17/2025

  wow BBB said I had 14 days to respnd and closed the ticket in 13 dirtbags

• Initial Complaint

  Date:02/27/2025

  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.

  Complaint Against Las Vegas Valley Water District Unjustified Water Bill ****** I am filing a formal complaint against the Las Vegas Valley Water District regarding an unreasonably high water bill for my property at ********************** Vegas NV ***** Our average monthly bill is around $50, but for the billing period 11/13/2024 12/10/2024, we were charged an outrageous $1,348.88. This ***** is unjustifiable, as there was no known excessive water usage or leaks at the property.Key Facts:Meter shows 500 gallons per hour for 8 days straight (11/18/2024 11/26/2024) an unrealistic consumption rate for a residential *********** leaks or excessive usage found Our plumber (inspected twice) and pool technician (weekly maintenance) found no issues, and the meter was not running when checked.Tenant reported ongoing construction by the Las Vegas Water District in front of the property during the billing period, suggesting a possible meter issue or external interference.The water company refuses to acknowledge the issue, leaving us with an outrageous and unfair charge.Resolution Requested:A thorough investigation of the meter and possible bill adjustment to reflect actual usage.A clear explanation and documentation for the excessive charge.A fair resolution instead of being forced to pay an unjustified bill.This appears to be a billing error or meter malfunction, yet the water district refuses to address it. We seek immediate resolution before escalating this matter further.

  Business Response

  Date: 02/28/2025

  Good morning, 

  Per our conversation with Mr. *** he is requesting a bench test of the meter. We will be notifying him of the results once the test is complete. 

  Thank you,

  ****

  Customer Answer

  Date: 03/05/2025

  Hi 

  We recently spoke with our tenant, who informed us that construction work was taking place directly behind our property during the timeframe of our water leak.
  We are uncertain about the depth of the excavation carried out by your contractor or whether any damage may have occurred to the pipes during the construction. We kindly request that you investigate this matter to determine if there was any impact.
  Thank you for your time and cooperation. We look forward to your response.

   

  Regards

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22995366
  
  I am rejecting this response because:

  We recently spoke with our tenant, who informed us that construction work was taking place directly behind our property during the timeframe of our water leak.
  We are uncertain about the depth of the excavation carried out by your contractor or whether any damage may have occurred to the pipes during the construction. We kindly request that you investigate this matter to determine if there was any impact.
  Thank you for your time and cooperation. We look forward to your response.
  
  Sincerely,
  
  Xu-*** **

  Business Response

  Date: 03/24/2025

  Good afternoon,

  We have been in contact with Mr. *** The meter was tested on March 3, 2025, with the results totaling 98.6%. The meter was under recording.The meter was not the issue. Something happened at the property to result in higher consumption. Unfortunately, the district does not know what takes place pass the meter to the property side. The district is responsible from the meter to the street side.  A repair or and adjustment needed to have been made to be considered for an adjustment. 

  Thank you, 

  ****

• Initial Complaint

  Date:02/05/2025

  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 filing a formal complaint against the Las Vegas Valley Water District (LVVWD) due to egregious billing errors, excessive fees, and an unacceptable lack of customer service.Unexplained Overcharges I recently received an invoice exceeding $800, and the charges are unclear. I had automatic payments enabled, and this amount is inexplicably high. ***** has not provided a proper breakdown of these charges, and it is impossible to reach a representative for clarification.Failure to Provide Billing Statements on My Other Account On my second ***** account, I have never received an invoice and have been unable to make a payment due to this negligence. Despite my attempts to rectify this issue, ***** has failed to provide me with proper billing information, leaving me unable to pay.Excessive ********** and Lack of Support Reaching ****** customer service is a nightmare. Phone calls involve excessive wait times exceeding an hour, making it impossible for customers with busy schedules to resolve their issues. Their failure to offer adequate customer service and timely billing responses is unacceptable for a public utility.Demands for Resolution:Immediate breakdown of charges on my $800+ invoice and justification for these fees.Waiver of all unjustified fees and deposits, considering the lack of transparency in billing.Immediate resolution of my second account billing issue so I can pay what is due.Improved customer service and accountability to prevent excessive wait times and billing discrepancies in the future.LVVWD's continued negligence is unacceptable, and I am escalating this complaint to the Office of the Governor if no immediate corrective action is taken. I expect a prompt resolution and response to this matter.

  Business Response

  Date: 02/12/2025

  Good afternoon,

  We have made several attempts to contact Mr. ********** on February 10th and February 12th and have been unsuccessful. 

  Thank you,

  ****

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22902653
  
  Im rejecting this response because its not true. I havent received any calls. However, I dont really need a call; I need a response to my complaint. Its impossible to get in touch with LVWVD. I see one missed call, but the callback number was left in a voicemail. It goes straight to the main number, where the wait time is 1 hour or more. Why you just dont respond to my detailed complaint or share a direct phone number so I can call you with I think is still not necessary because my complaint its clear enough. 
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 02/19/2025

  Dear Mr. **********
  
  Please find below a response to your latest complaint filed with the Better Business Bureau (BBB). Based upon past interactions, there is no basis to believe that this explanation will satisfy your grievance. However,it is important that the facts of this case be disclosed as a benefit to others who may take your assertions at face value.
  
  Your latest submission alluded to egregious billing errors,excessive fees, and an unacceptable lack of customer service. Each of these will be addressed in turn. Your statement that there have been billing errors is entirely unsupported, as is the insinuation that you received a bill for more than $800 with no explanation or detail. As noted on the statements that you received electronically because you are enrolled in paperless billingstatements that are also available through your established My Account profile linked to your emailthe balance due was the result of an autopayment arrangement that could not be processed because, at your request, the maximum remittance was limited to $200 and the combined bills for your two properties exceeded that amount. This is the same complaint you lodged with the BBB in March 2024, which we presumed was resolved following your discussion with a representative.
  
  The issue regarding payment for usage on your second propertyduring the approximately five weeks between the date the deed was recorded by the Clark County Assessor and when you called to initiate a service agreementis clearly addressed in the Las Vegas Valley Water Districts Service Rules (included below). Property owners are responsible for water use on their property period. To refuse to assume responsibility for that consumption effectively transfers that burden to other ratepayers. The fact that you owned the property for more than a month but only called to initiate service the day the meter was locked for inactive usage renders your claim that it was unoccupied suspect. Additionally, your assertion that the usage was due to a leak is undermined by meter data recording only intermittent uses of water during that period, as opposed to the continuous flow associated with leaks.
  
  As to your claim of excessive fees, the only charges levied against the account other than those associated with usage and standard service charges are late fees due to non-payment. As previously noted, the auto-payment function failed not because of an error on the ****** part, but solely because you set a payment limit below the combined balance due of the two properties. There is therefore no justifiable reason to reverse the assessed late fees. While you claim to have never received in invoice for the second property, it has been confirmed that they were distributed to you electronically; an option to receive paper statements was available to you at the time the account was initiated, but you did not select that billing alternative. Additionally, you were issued printed notices that the account was delinquent.
  
  With regard to your difficulties reaching a representative,while wait times can certainly reach 30 minutes on high-volume days, they have not surpassed an hour as claimed, and the ***** currently offers a call-back feature that allows you to maintain your place in the queue without remaining on the phone. Additionally, during the August 2024 chapter of this ongoing dispute, agents made several unsuccessful attempts to contact you, leaving detailed voicemails (such as the one agreeing to waive a deposit requirement on for the second property) and providing a direct phone number for your return call. You have rebuffed all efforts at communication, instead using this forum to demand without justification a reduced balance.
  
  The LVVWD remains committed to finding a mutually acceptable resolution to your concerns, with the caveat that it must be justifiable and reasonable. Please indicate whether you are receptive to speaking with a representative regarding your outstanding issues.

   ++++++++
   5.1
  Customer Request.
  A customer desiring to terminate service shall notify the District and provide a mailing or email address to which the closing bill will be sent. Failure to notify the District shall not relieve the customer of responsibility for payment of any existing ******** or any charges prior to notifying the District. Although the District will stop billing upon receiving notice of a desire to terminate service, the District may not shut off or lock the service. Payment for service received after termination shall be the responsibility of the property owner.
  
  5.5
  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.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22902653
  
  I am rejecting this response because LVVWD is not acting in good faith to resolve these issues and is making false claims, just as they did when stating they attempted to call me and that the issue was resolved in March 2024 both of which are untrue.
  
  I demand that all fees be removed before I make any payment, along with a clear explanation of the water usage at ****************, despite no one residing at the property.
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 02/25/2025

  Mr. **********, 

  We would like to help you resolve your issue, but you will need to engage with us over the telephone. 

  Please provide a date, time and the best telephone number for us to reach out to you. We will be able to contact you Monday - Friday 7am - 6pm. 

  Thank you,

  ****

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22902653
  
  I am rejecting this response because: I am available any time just call ny number and if for a reason I dont answer leave a good call back number. 
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 03/06/2025

  Hello,

  I spoke to Mr. ********** yesterday to discuss his concerns. We've made every effort to provide an accurate and comprehensive assessment with no resolution. 

  Mr. ********** emailed our Legal Department. 

  Thank you,

  ****

• Initial Complaint

  Date:02/03/2025

  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 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 Answer

  Date: 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

  Date:01/30/2025

  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.

  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

  Date: 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

  Date:12/18/2024

  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 pay may water bill and started noticing though I get behind now every month there's at least a extra almost 30 dollars in fees penalties,very excessive . I am asking for removal so I can bring my account current . I am paying more fees that actual bill

  Business Response

  Date: 12/23/2024

  Good afternoon,

  Upon review of the account, late fees were applied due to payments being made after the due dates. Specifically, there have been 5 payments made in 2024 which resulted in fees charged to the account.

  As outlined in ************* rules payments are due on the (due date).  If payment of a bill is not received by the District prior to the due date as stated on the bill, the account shall be charged, on the next succeeding bill, four percent (4%) of all amounts in arrears.
  

  Service Rules Section 7.8.
  Late Fees - Delinquent Accounts. If payment of a bill is not received by the District prior to the due date as stated on the bill, the account shall be charged, on the next succeeding bill, four percent (4%) of all amounts in arrears.

  Thank you,

  ****

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22704150
  
  I am rejecting this response because: 20 dollars a month on top of a 4% fee every month . I need to speak with someone and I'll be happy to talk with media
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/13/2025

  Hello,

  We have made multiple attempts on different days to reach out to Mr. ****** to discuss his account in which he has not returned any of our calls. Please provide us with a good phone number so we can connect.
  

  Thank you,
  ****

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22704150
  
  I am rejecting this response because:
  I've called back as well on multiple days and left a message date and time of next call?? I will be available and waiting 11am Monday February 3,or give me a date here .

   

  I believed the bill had been adjusted with all the excessive fees and paid in full now see another bill for over a 100. How am I paying more in so called infrastructure charges also than my actual water bill usage charges or mostly.. if not tell me when to call and I Will 

   

  Also asked if I'm not available leave message outlining what has been adjusted 
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/24/2025

  Good afternoon, 

  A Senior Representative left a detailed message on Mr. ****** voicemail on what we can do to assist him. 

  Please contact the office if you have any further questions. Thank you!

  ****

  Customer Answer

  Date: 03/04/2025

   
  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. Partial refund of 90 accepted thanks 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/26/2024

  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 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

  Date: 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

  Date:11/19/2024

  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.

  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

  Date: 11/26/2024

  Hello,

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

  Thank you,

  ****

• Initial Complaint

  Date:10/15/2024

  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 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

  Date: 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 Answer

  Date: 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.