ComplaintsforLower Valley Water District

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There are currently 125 reviews for this company dealing with the same thing as me. The company changed their billing and website. They then turned off multiple people's water saying that they did not pay their auto pay bill. They say that mailers, emails, and robocalls went out, but everyone including me, has no emails or mailers, and I did not receive any telephone calls. For some people, they threaten to shut off water unless a large, multi month bill is paid. For others, they turned off the water and charge a fee to turn it back on. The water was turned off without notice and families had to wait days for the water to be turned back on. I have tried to register on the new website to see my bill and fix the issue, but the website is down. The woman who called me wanted me to use my account number to blindly send them over $400 to bring me back to fully paid. She hung up when I asked to see the bill and when I called back, she said that the phone disconnected and she changed the subject to emailing me a bill since the new site is down. This is a utility company with no competition in the area and they are praying off of the residents.

  Business response

  07/01/2024

  Complainant mentioned new billing system which was the primary cause for the billing errors. 

  First, it took the system more than one billing cycle in some cases to activate. This caused billing for two months instead of one with the new system came online. the old system may have initiated and addition bill as the new system was installed.

  Customers were asked to change to the current billing system, which entailed userid and password changes and a learning curve.  we made every attempt to notify our ****** customers, but some may have been missed. 

  we have an extensive history of all accounts and review the contested accounts and adjust as necessary.  The reason for shutting service was likely computer generated based on a automated delay in transferring from one account to another. we credit the account accordingly, and remove any delinquent charge.  However many customers paid two months to catch up from he delay in switching billing systems. Our managers who can resolve the issue with the customer can be notified by service the representative if requested. 

  We hope to keep this billing system for some time and don't envision any changes.  Hopefully all issues have been fixed.  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I received a huge water bill for the month of February 2024 of $363.15 because the Lower Valley Water district claimed I had a water leak, I hired a plumber to come to my home and look for the leak, the plumber advised there was a very miner leak of dropletes and fixed the leak at the end of February, the new water bill for March 2024 is now over $500 dlls, I called the Water district and told them there was no leak but they claim the meter is showing water consumption every hour. In this home only 3 people live here and 2 of the people that live here work from 7:00 AM to 5:30 PM. And I work from home and consume minimum water (toilet flush about 3 times a day) The normal consumption for this home is approximately $85 - $90 dlls per month, as of February 2024 the bill is $400 and every month the water bill is going higher and higher for water that is not being consumed. PLEASE HELP!

• Initial Complaint

  10/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  So apparently the *** website that they use has not been processing payments or showing any kind of bills. They inform you to use the website to go paperless and do autopay so you wont have to worry about it. Today I was text that I am delinquent after three months. I check the website and of course it shows nothing delinquent. They tell me I must pay plus late fees. That its my fault for not looking at my bill. They tell me they know theres an issue with the website and that its a third party and have no control. Of course they are rude and say they will turn off services are paid and will not waive late fees since its our fault we dont follow our bill bank drafts. If this happened to me what about every other customer who is having to pay the same fee. People like myself who have had autopay all this time and all of a sudden have to pay late fees of $10 with the threat of being disconnected. Sounds like an easy way to make money for greedy board members.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The water company came and shut off my water service without notice, because they said I wasnt in compliance and a bill of $50 for disconnection. They said they had mailed me a letter, which I never received. But the problem was that this happened early in the morning and Ive been trying to talk to someone since 11am and its already 3:25pm and havent had any luck. I called at least 3 times each of both of the people that are supposedly working on this area and left them a message and havent heard from them. I already went in person to the office and they say they cant help me that I need to call those two workers that havent gotten back at me since the morning that I have been trying to get a hold off. They give me the number of their supervisor and he also didnt answer my call. Its almost 4pm which means Im going to have to wait another day to try to get ahold of them while not having water in my house. I have never paid my bill late, something you can verify, the least they can do is be available to talk to us so we can know exactly whats going on. They definitely need better customer service.

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