Complaints

This profile includes complaints for LA Water Cooperative's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  LA Water Cooperative

  23055 NE Albertson Rd Gaston, OR 97119

• 

  LA Water Cooperative

  PO Box 340 Gaston, OR 97119-0340

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:11/14/2024

  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.

  This business continues to refuse to remove a late fee on my account despite admitting to having no documentation to support that it was late. My last five emails to this business requesting this information, in addition to my recent payment history, have been ignored.

  Business Response

  Date: 11/15/2024

  In our previous correspondence I, the new business manager, believed this complaint resolved by the previous business manager. I intend to take all correspondence regarding the 2022 late fee to the board meeting next week to ask for more information from board members that were sitting members during 2022. I will be able to productively respond to your email thread after the board meeting. 

• Initial Complaint

  Date:03/24/2023

  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 been charged a late fee and subsequent interest even though I have provided documentation that my payment was timely. I had a similar issue in 2018 that was only resolved after I filed a BBB complaint, which I am being forced by the business to do again.

  Business Response

  Date: 04/05/2023

  April 3, 2023
  
  BBB
  PO Box 191276
  *****, ** *****
  
  Sent Via Email to: ***************************************** RE: ID ********
  To whom it may concern,
  
  The complaint in question is regarding a customer's payment being received after the due date 
  therefore, an interest charge was applied to the account. The customer's bank pulled the money out 
  of their account when they mailed her check via bill pay, but the check did not arrive to until 
  11/22/22 and the due date was 11/20/22. Therefore, she was charged the finance charge.
  
  On the due date, we make an extra trip to our post office to make sure all checks have been 
  received and posted prior to our system charging the late charges automatically overnight, so that 
  no customer is charged the late fee if their check had arrived to us on the due date.
  
  ********************* Operations Manager
  

  
  

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19850527
  
  I am rejecting this response because:

  
  

  My credit union will not allow me to schedule a payment to this business less than five business days prior to the due date without charging a rush payment fee. My November 2022 payment was withdrawn on Wednesday, November 16, 2022, which means it was mailed no later than Wednesday, November 9, 2022.  The payment due date was Sunday, November 20,2022. **** Ground takes 3-4 days for delivery and **** Priority Mail takes 1-3 days for delivery. This is exactly why I schedule my monthly payments through my credit union so that I can track when they are mailed and the funds withdrawn. I have previously provided screenshots from my credit union to document this.

  This business has provided absolutely no proof that my payment was received after the due date. If, as they claim, it was received on Tuesday, November 22, 2022, that means it took 13 calendar days, or nine calendar days, to get across town. This is highly unlikely but even if true, it was clearly mailed well within the time frame allowed by ****.

  I experienced this exact issue in November of 2018 and I had to file a similar complaint in order to get it resolved. The fact that this business is refusing to provide a billing adjustment based on clear documentation I have provided to warrant it is utterly ridiculous, especially since they did the right thing finally four years ago.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/10/2023

  To whom it concerns,
  
   
  
  *************** to Complaint ID#********.  It has come to our attention that we did not respond with any sort of documentation to support the customer that filed the complaint had actually submitted payment late.  I apologize we were not able to provide proof of documentation only an explanation of our internal process.  
  
   
  
  If you need anything further please let  me know,
  
   
  
  Thank you for your time regarding this matter,