ComplaintsforBullhead City Utilities Services

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had just moved into a newly purchased ***** home on 6/1/2024. I noticed a small water puddle out near my water meter in front of my home. I called ************* company of bullhead city Az to advise them if a potential water pipe main leak inches from my water meter. 3 days later my stree was flooded called a 2nd time this time they sent 5 trucks and dug a hole in the ground and were under ground replacing the ruptured pipe. I had no contact with any technician at all they had my water off for many hours. Then I looked out they were gone and had 4 orange cones around the hole they had dug . They had turned my water valve back on. Ive turned water on & off many times do to a home repair however this time was much different? The amount of hammered water pressure was most likely 4 times the recommended water pressure allowance Id ***** psi any a couple days later I went to turn in my shower and no water, ************** sink no water? I called bullhead city ************* utilities told them and they came out with a leak detection devise and told me there was 9.5 gallons of water per minute running in my home? No sign of water, checked the hot water heater it was heating water and I hadnt used any hot water for days. Anyway they turned my water back off and I called a home warranty company in which the previous owner paid for in the selling of my home process. I wanted 4 days for plumber to come out? So 4 days no water 115 degree weather it turns out the some how a 15 year warranty shark bite pressure blew completely of the end of the water line. Costing me nearly $600.00 to repair -+ 4500 gallons of water leaked out under my 1st time ever buying a home. I reported it to bullhead city utilities and they had 2 different answers for me after several weeek the offered $9 to pay for the extra $45 of water wasted under my home& a few weeks later I received a letter about my plumbing bill and basically they said they werent responsible?

  Business response

  10/23/2024

  Bullhead City Utilities received complaint letter (dated Oct 11, 2024) on 10/21/24 via USPS.

  6/17/24 -The customer reported a leak near his meter box. Our construction team was then dispatched and locates were ordered.
  6/18/24 ***************** replaced the service line from the main line to the meter and then restored service.
  6/30/24 The customer called in stating that he had no water. Upon investigation, it was found that a plumbing fitting came apart underneath the customers home, which resulted in no water to the property. The repair needed was under the home;therefore it is the customer's responsibility to make the repair.

  
  Our Water Production & Distribution Manager spoke with the customer about his plumbing issues and informed him that the work done on 6/18/24 (12 days prior)had no correlation to the customers break. He explained how the process works when turning water back on after a main break: water is turned on slowly at the newly repaired service line and at nearby hose bibs to bleed out any air or debris. Once complete, service is then restored to affected area. 
  The customer was given a claim form, which he filled out and submitted to our *************** team. The claim was denied due the customers break happening 12 days after the main line repair and lack of evidence to support his claim. Data log report for the meter shows no spikes in usage from before, during or after the main line repair.

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