Frequently Asked Questions - Click To Display Answers

1. After I pay for a new water meter, how long do I have to wait for the installation?
   1. Typically the meter is installed within 5-7 days after Quadvest has received the signed Service Agreement and payment for the meter. However, weather conditions or other uncontrollable events may delay installation.

1. When is my water bill due?
   1. Bills are sent out around the 25th of each month and are due on the 16th of the following month.

1. Where can I pay my water bill?
   1. Payment may be made over the phone, in person, mail, or online. We accept MC, Visa, and Discover.

1. Who should I call for water leaks?
   1. Leaks that occur on Quadvest’s main lines and up to the water meters are handled by us. During normal business hours, call our office number to report any issues. For after hours questions and emergencies, please call our office number at 281-356-5347 and select Option 3 to report an emergency. You will be forwarded to our 24-hour service number. Leaks that occur from the water meter to the house are handled by you or your plumber.

1. My water bill appears higher than normal - what should I do?
   1. First, verify there are no water leaks in or around your house. Contact Quadvest with your current meter reading and we will compare that number to the last reading. If the meter was read incorrectly, an adjustment will be made. If the numbers are correct, a possible leak or other cause is responsible for the high water usage. The customer, in this case, is responsible for the usage. Please refer to our web page for Water Conversation techniques to reduce your water usage and cost.

1. What should I do if I have low water pressure?
   1. Low water pressure can be caused by leaks or running faucets. If no leaks are discovered, contact our office immediately so we can help resolve the issue.

1. I have white water - what is this?
   1. When compressed air gets into the water lines, the water may look white or milky even though it is ok to use. This may be caused when too much air pressure gets in the tanks or when the system is repaired. Contact Quadvest so we can resolve the issue.

1. My water is discolored - what should I do?
   1. For five to fifteen minutes run the tap closest to the outside pipe which brings incoming water from the meter. This should clear any particles out of the line. If the discoloration does not disappear, call the office so we can help resolve the issue.

1. What are the water or Municipality Utility District (MUD) taxes for my area?
   1. Quadvest is not a MUD and does not charge taxes.

1. How do Quadvest water prices compare to other cities or Municipality Utility Districts (MUDs)?
   1. Quadvest prides itself in providing low-cost water to our customers. Since Quadvest service areas do not possess water or MUD taxes like other cities or municipalities, our monthly rates support the operation, service, and maintenance without taxes. Therefore, the monthly water rates appear higher but taxes are lower, so the total cost to the customer is much lower.

1. How do I cancel, transfer, or re-connect service?
   1. Call or e-mail Quadvest to give us the cutoff or transfer date, the new billing address for the final bill, and the new customer’s name. We will disconnect the water on the specified cutoff date, read the meter, and send the final bill to the specified new billing address. The final water bill will be due upon receipt and then your account will be closed.

1. If I install a pool, what will the water costs be?
   1. Monthly water costs for building and maintaining a pool vary depending upon the size, pumps, maintenance plan, and evaporation rate. A typical pool takes about 20,000 gallons of water to fill. For more specific details on your pool, please contact your pool builder or contractor.

1. If I am building a fence, sprinkler system, or other exterior structure that requires digging, how do I know where the water lines are located?
   1. Quadvest will mark water main lines at no cost to the customer. The state requires a 48 hour notice prior to any digging and without this 48 hour notice, any damage to the water main lines must be repaired at the customer’s expense.

1. How will I know the water hardness, fluoride content, or other water characteristics in my area?
   1. Quadvest is required by the state to test for certain water characteristics. Our latest water analysis on on the Newsletter Page of this website, by selecting your subdivision name.

1. Why is my water pressure so low?
   1. If your house is over 150 feet from the meter and you have a sprinkler system, small main pipe size, and/or a ¾’ or smaller meter, then these and other factors could be causing the problem. Please verify with your plumber the pipe sizes, and then contact us so we can help resolve the issue.

Billing and Payment Questions

1. Can you help me understand my first bill?
   1. On your fist utility bill, you can expect to see:
      • Usage charges
      • There may be a partial billing for monthly services form the day of activation to the last meter reading date.
      • One time transfer fee
      • There may be a one time deposit fee which is fully refundable with 12 months of good payment history.

1. How do I get a bill reprint?
   1. To view, print, or download your bill, log into your account. From the main screen, select one of the past three months history bills and print.

1. What do I do if I did not receive a bill?
   1. If you didn’t receive a bill, you may view you bill online by logging into View/Pay my bill. Then select the current bill and reprint.

1. How do I change my paper bill option?
   1. To update your email address, please send us an e-mail at support@quadvest.com and provide your name, phone number and last 4 digits of Social Security number on your account so we may change your email address. You can view your bill online each month, print it from your online session, or download it to your computer for printing at a later date. If you receive a paperless bill, you will be notified via email each month when your statement is available online.

1. How do I change my paperless bill option?
   1. To update your paperless bill option, please send us an e-mail at support@quadvest.com and provide your name, phone number and last 4 digits of Social Security number on your account, then provide any changes you would like performed.

1. What are my bill payment options?
   1. You may choose form the following options:
      • Pay online using a credit card or debit card.
      • Pay over the phone using a credit card of debit card by calling 281-356-5347.
      • Mail a payment to our office at PO Box 409, Tomball, TX 77377
      • Deliver a payment to our office Blue Drop box at 26926 FM 2978, Magnolia, TX 77354.

Account Questions

1. Can another person take over my account?
   1. If you no longer wish to be financially responsible for your utility service, we can perform a Transfer of Service on your account. This would take the account from your name and social security number/credit information to another person's name and social security number/credit information.
      
      To transfer service to another consumer, you (the original account holder) must authorize the Transfer of Service. Please keep the following conditions in mind:
      • The account will be final billed
      • The new customer must provide a signed service agreement.
      • The new customer will be charged a transfer fee and if applicable, a deposit.

1. How do I cancel service?
   1. If you need to close your account, please contact us by phone at 281-356-5347 or at support@quadvest.com. Please provide us your name, phone number and last 4 digits of your Social Security number, so we may can your service. We will need the following information:
      
      • New mailing address
      • Date service canceled is requested.
      • New phone number.
      • If a new customer is moving into location.
      • We will issue a Work order to read the meter so we provide a final bill.

1. If I cancel service or move, do I get my deposit back?
   1. • The deposit will be released to your account after the final read work order is completed.
      • The deposit will be applied to any outstanding balance on your account, once all credits, adjustments, and payments have posted to your account.
      • You will automatically be sent a refund check approximately 30 days from cancellation if any a credit exists after all adjustments have been completed.
      
      The refund will be sent via the U.S. Postal Service.