Bills Due

Hi everyone.  Tomorrow is August 25 and that is the due date for the August billing period.  If you are experiencing difficulties paying your bill, please call Becky at 951-659-2675 and she would be happy to try to work something out with you.  Late bills are subject to a late fee, so you want to avoid that if possible.

Due Date Approaching

April's water bills were due on April 25th.  Late notices have been sent out and if a bill isn't paid by May 10th, we will have to add a $15 late fee to your account.  So if possible, please get your payment in before may 10th to avoid a late charge.

More Frequently Asked Questions

OK, I know it is Wednesday, but since I had to take Monday off, I am a day late on all my postings.  So let's get back to our Frequently Asked Questions.

Q.  Are we still in a drought and in a conservation stage?

A.  We are no longer in Stage I conservation because we currently do not meet the criteria set forth by the board of directions.  It is difficult to say if we are still in a drought.  Water levels are up everywhere.  Area lakes are full and natural springs are popping up everywhere.  So it "looks" like the drought is perhaps over or at least easing up.  However, we are never out of the woods when it comes to water.  Conserving water should be a way of life for everyone because the less we use today, means the more we will have for tomorrow.

Q.  I am renting out my cabin.  Why won't you put the water bill in the renter's name?

A.  All water accounts are put in the name of the property owner.  When it comes to rentals, people move in and out and often times do not leave a forwarding address.  Some have left without paying the water bill and the property owner does not want to pay the water bill for their tenant.  That left us holding the bag.  We provided water service, but received no payment.   So, due to a few bad apples, we had to change our policy and we can now only put a water bill in the owner's name.  It is up to the owner to work out a payment agreement with the renter and decide who will pay the bill. If the owner doesn't send the bill to the renter, they are welcome to stop in and we will be happy to give them the information they need to pay the bill.

Q.  Where does our water come from anyway?

A.  Our water comes from a series of ground wells.   We are not connected to the Colorado River or any other water source.  We provide water to Pine Cove residents from Pine Cove wells.  That is why conservation is so important.  There is not an infinite supply of ground water and during times of drought when we continue to remove it without it being replenished, levels can get low.  Hence the 3 Conservation Stages.  Wells are currently rising due to all the moisture we received this past winter, so that means the aquifer is being replenished.  That is a good thing.

Q.  Why is there a $2.50 fee to pay with a credit card?

A.  In order to provide this service without incurring the costs of having a merchant account, we use a company that processes credit card purchases for us for a fee of $2.50.  Pine Cove Water District does not get a single cent of that money.  It goes directly to the credit card processor.  If we were to establish a merchant account, we would be charged a percent of each purchase as well as other fees.  We felt it was best not to take on this type of debt at this time.

Q.  Are you ever going to have automatic payments?

A.  We don't know.  At this time, our billing program is not online, which we think is very smart.  In order to have automatic payments, we would have to put it online and then worry about internet security.  As it stands now, no one can hack into our computer and steal any one's information.  We think this is a good thing!

Well I think that is enough for this week.  I know enquiring minds want to know, so we are here to answer.  If you think of any questions that I have not addressed, please feel free to drop me an email at pcwd2675@yahoo.com  and I will be happy to address them.

Due Date Approaching

The due date for this month's water bill is fast approaching.  They are due on the 25th.  Paying on time avoids the dreaded late charge.  If you are having problems, please call the office at 951-659-2675 to let us know. 

More Frequently Asked Questions

It's Tuesday, so that means it is time for more frequently asked questions to be answered.  If you think of a question for us that you never see answered here, email us at info@pcwd.org and we will answer it here on the blog for you!  We are trying to think of everything, but you never know when someone will come up with a question that we haven't thought of yet.

Q.  Did you raise rates in February because I am conserving water and you aren't selling as much now?

A.  In a word, no.  While our water sales are down due to less people living here in Pine Cove as well as conservation efforts by many of our residents, we raised our rates do to the fact that our costs are escalating.  Electricity has gone way up and so have many of the materials that we use.  This economy is hard on everyone.

Q.  Why do I keep getting a bill when I am not up there to use any water?

A.  There is an advanced minimum billing amount of $47 for each water meter.  Water usage is added on top of that minimum billing amount.  If you use no water you will not be charged for any water. Only for the minimum amount of $47.  The minimum amount is due even if you don't visit your home and don't use any water.

Q.  Why can't you just come out and turn my water off so I don't get a bill at all?

A.  We have to continually maintain all the water lines and make sure water is available to every property with a meter at all times.  The advanced minimum billing amount of $47 goes towards this maintenance.  Even if you choose not to visit your mountain home for years on end, we still have to maintain the lines to your home and make sure that there is water available for you when you do come up to visit.

Q.  Why do I have to pay the water bill when I have a leak?

A.  All water that runs through a customer's meter is the customer's responsibility and must be paid for.  However,  we do realize that when someone has a leak, the bill for the extra water used can be a financial hardship for them.  We are therefore usually able to work with a customer who has had a leak and offer a payment plan to help make the payment more manageable.  We are unable to forgive water bills, even catastrophic ones, due to the policy that is set by our Board of Directors.

Q.  Why do you keep telling people to turn their water off when they leave their mountain home?  It is very inconvenient to keep turning my water off and on when I arrive and leave.

A.  See the question right above this one.  A lot of leaks occur in homes that are only being used part of the time.  The owner leaves without turning the water off and then has no way of knowing when something breaks or a leak develops.  When we read the meters and notice a spike in water use, we will contact the owner to let them know, but by that time, they could have lost a lot of water.  During the cold, winter months, pipes can burst, as was the case this past winter, and this can cause not only a high water bill, but if it happens in the house, it can cause a lot of damage as well.  No one wants to deal with water damage in their home or a high water bill. Imagine arriving at your mountain home and opening the door only to find it had been flooded by a broken pipe.   Turning your water off at your customer valve anytime you leave your mountain home assures that if something does go wrong, it will not result in catastrophic water loss or damage.  It only takes a minute to do it and it can save countless hours of aggravation and a lot of money.

Well that is enough for this week.  Remember if you think of any question that we haven't answered yet, go ahead and email us.  We want everyone to understand how and why the water district operates the way it does.  For more information you can always attend our monthly board meeting as well.

Water Bills Sent

Water bills were mailed out on Friday, April 1st.  If you don't receive yours by the end of the week, you might want to give us a call.  We are happy to tell you the amount due over the phone or via email.  Or you can stop in and ask as well.  We are hoping that the new bills in envelopes helps to eliminate the missing postcard bills problem.  However, once we mail them, it is out of our hands and we have no idea what happens to them from there.  So remember, if you don't receive a bill, you need to contact us to find out how much you owe.  A lost bill does not release you from your responsibility to pay it and you don't want to incur a late fee, so it is best to give us a call so we can let you know the amount of your bill.  Our number is 951-659-2675 or you can email us at Becky@pcwd.org.   We hope the new bills are easier to read and more self explanatory as far as your water usage and amounts charged.  And we hope they are big enough to not get lost in the mail!

Custom bills

Starting with our April billing, we will be using our custom billing program.  We used the new style of bills in our February billing, but that was just a generic form.  Becky has been working on getting the form customized to our specific needs and it is finally ready!  The new bill will break down your water usage tier by tier and we think the bills will be much clearer to read.  We have been getting a lot of positive comments on the new bills and we think that the customizing will make them even better.  Let us know what you think after you get yours next month.

New Billing Look

Just a reminder that water bills are being mailed today.  They have an new look!  Instead of the old post card style bills, you will now be getting a bill on a full sized paper bill in a business sized envelope.  We hope you like the new style of bills and if you have an questions or comments, please let us know!  We would like to hear what you think of the new bills.  We can get more information on them and we are hoping they won't get lost as much as the old post card style bills.  We look forward to hearing from you.

Still reading meters

Reading the meters is taking longer than usual.  Sunday's snow means that many of the meters have to be dug out by hand.  Yesterday, many of them were frozen as well as needed dug out.  Today, the bitter cold wind is making for slow going as well.  We expect the boys to be reading the meters all day today and into tomorrow as well.  We will still try to get the bills out by the end of the week. 

Finally Friday

This is the last Friday in January. Monday, the boys will be out reading meters. January has been a rough month fraught with leaks. Several customers had substantial leaks and many more had smaller leaks. Once the meters are read and the bills prepared, Becky will be able to tell if anyone else has a leak that has not yet been discovered. If she sees a substantial jump in water usage, she will notify the property owner. We try to be alert to leaks at all times, however, it is ultimately the property owner's responsibility to find and fix leaks that are on their side of the meter.

I know we sound like a broken record here, but we have to keep saying this over and over again because many homeowners do not heed this warning.

The single most important thing you can do when you leave your mountain home is turn the water off at your customer shut off valve.

If the water is shut off at the customer valve, then you will avoid frozen and broken pipes or leaks. If you develop a leak while you are away from your home, an awful lot of water can pass through your meter before you ever find out about it. This can cause a lot of damage if it is inside your house. Not all leaks are detectible either. If they are underground or inside your home, we cannot always spot them and have no way of knowing there is a leak until the meters are read.

If you do not know where your customer shut off valve is or how to shut off your water, please give us a call at 951-659-2675 and we would be happy to come out and help you. Just call during regular business hours of Monday thru Friday from 9 until 4 and we will send Jerry J. or Jeremy out as soon as possible.  We are here to help and we hope you will contact us if you are unsure of how or where to turn your water off.

If you are off the hill and would like us to go out and check your home, we can do so.  There is a $15 fee for this service, however, if you are unsure if you turned your water off and cannot get back up on the hill to check for yourself, having us do it for you is the safest way to go.  That way you will know your water is off and you wont' have to worry about leaks developing while you are away.  It is like the old adage, an ounce of prevention is worth a pound of cure. 

Billing

Next week we will be sending out the first bills of the New Year. There seems to be some confusion about this, so I am going to try to clear up some misconceptions.

Bills go out every other month on the even months. The billing months for the year are as follows:

February, April, June, August, October and December.

The bills go out on or about the 1st of these months. They are due on the 25th of the month they are received. If a payment is not received by the 25th, a reminder letter will be sent out. We cannot single out people and not send the letter. The billing program is set up to send letters to each account that has not been paid and it would be too time consuming to pick and choose who gets them. If your account is outstanding, no matter the reason, you will receive a letter. This is just a reminder that your bill has not been paid. This is a courtesy that we provide to our customers just so they are aware that the due date has come and gone and we have not received their payment.

If you feel you are going to be late in paying, please give Becky a call at 951-659-2675 or email her at Becky@pcwd.org. Let her know what is going on and when you might be able to pay. She is always happy to work with you on your bill.

If you do not pay it by the 10th of the following month, a $15 late fee will be accessed to your account. Many people get upset by this, but by the time the 10th rolls around, it has been about 6 weeks since the bills were sent out and we are approaching the next billing period. The best way to avoid this charge, is to send in your payment in a timely manner. If this isn't possible, please call us at 951-659-2675.

If you do not receive your bill in the mail, this does not mean you do not have to pay it. You are responsible for the amount due regardless of the efficiency or lack there of, of the United States Postal Service. We are changing from postcard type bills to bills in a business sized envelope, in hopes of resolving the problem of misplaced postcard bills. However, once the bills leave our office, we have no control over what happens to them as they go thorough the postal system. We often hear, "I never got my bill" as a reason for not paying. If you do not get your bill, please give us a call, email us or stop by and we can let you know the status of your account and the amount due, if any. This approach will save you from having a late fee added to your account.

If you are a renter, it is up to you and your landlord to work out an arrangement to pay the water bill. The District does not get involved in working out agreements between a homeowner and a tenant. If you are renting out your property, please be sure to let your tenant know who is responsible for paying the water bill. If your renter will be paying, please inform them of the total due in a timely manner so they have adequate time to come in and pay the bill.

Please remember that you are responsible for all the water that runs through your meter. There seems to be a misconception that if you have a leak, you do not have to pay for the water that was lost in the leak. This is not true. If it ran through your meter, you are responsible to pay for it, regardless of the reason it was used. Our Board of Directors sets the policy on this and we, as water district employees, have to follow said policy. If you disagree with this, the best course of action is to write a letter to the Board of Directors and they can put it on the agenda for review. We do realize that a leak can cause an unexpected hardship with a large water bill, so we are, in certain instances, able to work with you should you be faced with this dilemma. Again, call us and talk to us about it and we will be happy to help you as best we can.

Our office is now open from 9 to 4 with no closure for lunch on most days, so feel free to stop on by!

You can pay your bill by check, cash or credit card. If you choose to use a credit card you can do it in person or over the phone. There is a $2.50 convenience fee charged by the company that processes our credit card payments. Stop by and say hi, we love seeing our customers.

New Billing Look

It is almost that time again. We will probably be reading meters on Jan. 31st and Feb. 1st. You will be receiving your bills during the first week in February. They will have a new look this time. Instead of the postcard bills that we normally send out, we will be sending paper bills in envelopes. Hopefully this will end the "I never got my bill" problem that we hear about each time we do a billing. Apparently, they get stuck in magazines or get lost quite a bit. So in order to solve this problem, we are switching to a paper bill placed inside a business sized envelope.

We wanted everyone to be aware of the new style so you don't accidentally throw them away. They will also say "Billing Enclosed" on the front so they won't be mistaken for some sort of junk mail. We hope this will solve an ongoing problem and make it easier for those whose bills are getting waylaid in the mail.

End of week

We made it through another week! The weather has been superb, which makes life much easier, however, we still want everyone to be vigilant about turning their water off when they leave their mountain home. The past two weeks have been a whirlwind with temperatures freezing and then thawing, which led to several leaks around the Pine Cove area. Two were very substantial leaks and were found by Pine Cove water district employees. The "boys", Jerry & Jeremy, spent quite a bit of time out and about checking part-time homes for leaks.

Many part-timers called or emailed us in response to our email and had us go check their homes. We are very pleased with the response we received because this is the first time we have sent out a bulk email like this. We are hoping this becomes an effective way to communicate when we have a situation such as we did the past two weeks. If you have not given us your email address and would like to do so, please email Becky at Becky@pcwd.org or you can call us at the office. Our number is 951-659-2675 and you can talk to either Becky or Vicki and we will be happy to add you to our email list. We feel this was a very effective and efficient way to contact our customers to let them know there was a problem.

We cannot emphasize this enough. Please turn off your water at your customer valve when you leave your mountain home. This single act takes just a couple of minutes and can save you from a world of problems. Why not take this simple step and prevent a problem before it occurs? It is important to remember that customers are responsible for all the water that runs through their meter, no matter the reason.

2 Leaks Found

We found two very big leaks. One yesterday at an unoccupied cabin and one this morning at an unoccupied house that is for sale. These two leaks make up a large part of the excessive water demand we have been experiencing since last week, however, there are probably still more leaks out there.

Jerry J. and Jeremy are out and about trying to find any leaks they can. If you are off the hill, please call a neighbor to check and make sure your water is turned off at your customer valve. Or you can call us and we can go out and turn it off for you for $15. As pipes begin to thaw this week after last weeks colder temps, it is prime time for leaks to appear.

What many people don't understand is that the customer is responsible for all the water that goes through their meter, even if the reason is a leak, a frozen pipe or a burst pipe. This can add up to some very large water bills. That is why we so strongly recommend over and over again, that you turn your water off when you leave your mountain home. It saves a homeowner from diaster.

If a pipe leaks or breaks inside your home, you not only have to pay for a large amount of water, but for all the damage done to the home as well. If your water is turned off, all of these scenarios are eliminated and you can rest assured that your mountain home is safe from possible water leaks and damage. It only takes a few minutes to walk outside and turn it off. The peace of mind is certainly worth a few minutes of your time.

We will continue our search for leaks and we hope all homeowners will check their properties as well or give us a call at 951-659-2675. Prevention is the best policy when it comes to water leaks.

URGENT ALERT!!!

PINE COVE WATER DISTRICT IS CURRENTLY EXPERIENCING AN UNUSUALLY HUGE DEMAND FOR WATER.


Last month's production: 42GPM average for the month

Yesterday's (1-3-11)production: 95 GPM & rising

What's causing this huge demand on our water? Customers who leave their water on. They are not turning their water off at their customer valve, which is located next to our water meter.

Many nights in the last week, temperatures have been below 20 degrees and pipes freeze, then thaw and then leak water.

Contact your neighbors or friends to check out your house & property if you are off the hill, or contact us here at the District office during regular business hours and for a fee of $15.00, we will send out on of our field employee's to make sure your water is off and that no water is flowing. We will notify you if we find a problem.

REMEMBER: ALL WATER THAT GOES THROUGH YOUR METER IS BILLED TO YOU AND YOU ARE 100% RESPONSIBLE FOR PAYMENT.

We are sending out emails to those who have provided us with email addresses. If you have not done so and would like to be added to our email list, please contact Becky at becky@pcwd.org and let her know you would like to be added.

Water Rate Increase

You have all received your newsletter about the rate increase. If you have any comments on this, please feel free to leave a comment here on the blog. You can also email us at info@pcwd.org or pcwd2675@yahoo.com. Or you can call us at 951-659-2675 or stop by the office which is located at 24917 Marion Ridge Rd. We love to hear from our customers and are available to listen to your concerns, questions and suggestions.

The Public Hearing on the rate increase will be held as part of the regular board meeting, which will be held on January 12, 2011. We hope you can attend.

Monday Musings

It is beautiful Monday morning. Cold, but clear and sunny. After a long holiday weekend, it is nice to get back to the daily routine. While holidays are nice, I always feel like I am living in a dream world for those few days. Once Monday hits, it is back to reality and I find that comforting. Since I am very routine oriented, I am always happy to be back at my desk here at the water district.

All the employees here at the Pine Cove Water District, hope that each of our customers had a very enjoyable Thanksgiving holiday. But now it is back to the business of running the water district. You will notice the boys, Jerry and Jeremy, out and about reading meters. New water bills will be out shortly.

We would like to remind everyone that we bill every other month on the even months. So we will be sending out December's bills in a few days. Remember that water bills are due on the 25th of the month. If you have not paid your bill by the due date, you will receive a late notice reminding you that the bill is due and that a late charge will be added to your account should it not be brought current.

We would also like to remind our customers that we now accept Visa, Mastercard and Discover cards. You can stop in and pay with your card or you can phone us and pay over the phone. There is a $2.50 processing fee that is charged by the company who processes the credit card payments for us. This money goes to them and not to us! We hope this option helps you manage your water bills.

If you need more information on our billing policies, please feel free to call the office at 951-659-2675 during regular business hours, which are now Monday thru Friday from 9 am until 4 pm.

Water Bills Sent

Water bills were sent out on Monday, Oct. 4th. If you don't receive your bill, please feel free to call us at 951-659-2675 or stop in the office at 24917 Marion Ridge Rd.and we can tell you how much you owe. There are occassional reports of bills that go missing after we mail them. We have no way to know which ones don't arrive and we have no way to track them.

If your bill doesn't arrive, please don't wait 5 or 6 weeks to check on this. Some people mistakenly think that not receiving a bill relieves them of the responsibility to pay it. This is not true. The bill is due on Oct. 25 and is subject to a late fee if not paid on time. So please keep these dates in mind and if your bill doesn't arrive, please call or stop in so we can let you know the amount of your bill. Thank you!

LEAKS!

Please be aware that you can develop a leak at any time of the year and not just during the winter months. Water heaters, washing machines, dish washers, refrigerators, irrigation systems and toilets can all be sources of leaks. Anything in your home that uses water should be considered a possible source for a leak to develop.

This can happen to any one at any time. Washing machine hoses are notorious for suddenly breaking and causing leaks or flooding. It isn't just frozen pipes that burst that can cause water leaking and flooding in a home. One must be diligent at all times.

If you do develop a leak, turn your water off at your customer valve until you can get it repaired. Once water runs through your meter, you are responsible for paying for it. If a leak goes unchecked for a long period of time, this could amount to hundred's or thousand's of dollars worth of water. No one wants a bill like that!

We cannot say this enough, if you are leaving your home, turn your water off at your customer valve.

Water Bills

Just a reminder that your water bills should be arriving in your mail box early next week. They will be due on October 25. If you have not received your bill by the
10th of the billing month, please call the office at 951-659-2675 and Becky or Vicki will be more than happy to look up your account and let you know how much your bill amount is.

Please remember that once we mail the bills, we have no idea what becomes of them and we cannot track them. Just because your bill doesn't arrive, does not mean you are relieved of your responsibility to pay it. We use post card type bills and once in awhile they get waylaid at the post office or stuck in a magazine or some other fate befalls them prior to them arriving in your mail box.

So remember, should your water bill go missing, please call us or stop by the office and we will be happy to assist you. We now accept Visa, Mastercard and Discover if you wish to pay by credit card. We are able to take credit card payments over the phone as well, so feel free to just give us a call and we will be happy to take care of that transaction for you.

As always, we like to remind everyone to please turn your water off at your customer shut off valve anytime you leave your mountain home. Once water has gone through your meter, it is your responsibility to pay for it. Turning your water off is the best way to assure you don't come home to a disaster.