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FAQ

About Mallory Valley

Where is your office located?

Do you have another office?

What are your office hours?

What is your fax number or mailing address?

What do I do if I need help or have questions after hours?

What area does Mallory Valley service?

Account Set-Up

What forms do I need to fill out for new service?

Is there a deposit required?

Is my service fee refundable?

Can my service fee be added to my first bill?

When will I get my first bill?

Account Termination

How do I terminate my current service?

When will I get my final bill?

Can my final bill be forwarded to my new address?

Billing Cycle for Water

When is my meter read every month?

How is my bill calculated?

When should I receive my bill?

When is my water bill payment due?


Methods of Payment

Can I pay with a credit card?

Can my bill be drafted from my checking account each month?

How do I cancel my automatic bank draft?

How do I change my automatic bank draft information?

What is your policy for returned checks and bank drafts?

Do you have an after-hours drop box for payments?

Can I pay my bill online?

Billing Concerns

What if I don't get my bill?

What if my bill is higher than normal?

Why do I have to pay a minimum bill even if I have no water usage?

What happens if I don't pay my bill on time?

What do I do if I'm having trouble paying my water bill?

What do I do if I need a copy of a prior bill, or if I need my most recent bill sooner than it would normally arrive by mail?

Leaks

How do I know if I have a leak?

If I have a leak, do I have to pay to have it repaired?

Am I responsible for paying my entire bill if I have a leak?

Residential Irrigation Meters

How much does an irrigation meter cost?

What do I do if I decide I want an irrigation meter?

Water Supply Issues

What do I do if my water pressure is too high or too low?

What is the hardness of Mallory Valley's water?

Where does my water come from?

What do I do if I have concerns about the quality of my water?

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Note: The answers to some of these questions apply to residential customers only. In many cases, commercial accounts are governed by a different set of regulations, and fees and account set-up are based on many different factors.

If you have additional questions or concerns, please contact our office. We are more than happy to assist you.

FAQ

About Mallory Valley

Where is your office located?

Our office is located at 465 Duke Dr., Franklin, TN 37067. From I-65, take exit 69 to Moores Lane heading west. Turn left onto Mallory Lane. Turn right onto Mallory Station Rd. Turn Left onto Duke Dr. We are on the right.

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Do you have another office?

No, we only have one office.

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What are your office hours?

Our office is open from 7:30 a.m. to 4:00 p.m., Monday through Friday. We are closed in observance of the following holidays: New Year's Day, President's Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve, and Christmas Day. In the event that one of these holidays falls on a weekend, we will be closed on the business day immediately before or after the holiday.

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What is your fax number or mailing address?

Our contact information can be found here.

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What do I do if I need help or have questions after hours?

Call (615) 628-0237 at any time. One of our maintenance staff is always available. In the event of an after-hours emergency, our maintenance staff can make a service call to your residence. A $65.00 service fee may be assessed. If you need to speak to a member of our office staff, leave a message with the answering service, and we will make every effort to return your call on the next business day.

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What area does Mallory Valley service?

We service customers in part of Brentwood and part of Franklin in what is generally referred to as the Cool Springs area. You can call our office to find out if your home or commercial building is in our district.

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Account Set-Up

What forms do I need to fill out for new service?

In order to begin water service for your home, you must complete a Water Supply Contract, Application and a Cross Connection Form. If the location is in Franklin, you will also need to complete a COF Addendum Water Supply Contract These forms can be returned to our office in person (a drop box is available after hours), faxed to us at (615) 628-0241, or mailed to the following address: P.O. Box 936, Franklin TN 37065. Please make every effort to ensure that Mallory Valley receives these forms at least 48 hours before service is to begin.

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Is there a deposit required?

While Mallory Valley does not require a deposit for new service, we do require a $50.00 service fee per meter. This fee covers the cost of account set-up, including an initial inspection of the meter and obtaining a beginning reading.

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Is my service fee refundable?

No, the service fee is not refundable.

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Can my service fee be added to my first bill?

No. The service fee is required before your account can be established.

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When will I get my first bill?

Typically, your first bill should arrive 30 to 45 days after your first day of service.

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Account Termination

How do I terminate my current service?

In order to disconnect service, please contact the District Office during normal business hours.  Please understand this cannot be processed until we recieve your written request and have responded to you with a confirmation number. We ask that all requests for service disconnection be submitted to our office with at least 48 hours of notification. If you are unable to give Mallory Valley 48 hours notice, we will do our best to disconnect your service as soon as possible. You can email your requests for disconnection to our Administrative Assistant,mvud@mvud.org or fax it to (615)628-0241. Please include the following information:

 

  1. Your name
  2. The address of the home or business that you are disconnecting service from
  3. The date you wish service to be disconnected (Monday through Friday only)
  4. The forwarding address for your final bill
  5. A phone number or email address to contact you if we should have any questions

 

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When will I get my final bill?

Normally, your final bill will arrive during the second week of the first full month after your service is disconnected.

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Can my final bill be forwarded to my new address?

As long as our office is made aware of your new address before your final billing has been run, we will be more than happy to forward your last bill to your new home.

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Billing Cycle for Water

When is my meter read every month?

Every meter in our district is read around the 1st of every month. The exact date your particular meter is read each month will vary.

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How is my bill calculated?

Your water bill is calculated based on water usage from about the 1st of one month to the about the 1st of the next month. The actual dates of service used will be listed on your bill. Your water usage is then applied to the District's current water rate schedule. Our rate schedule can be found on our website HERE.

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When should I receive my bill?

Once you are an established customer, your bill should arrive during the second week of each month. For new accounts, typically, your first bill should arrive during the second week of your first full month of service. For accounts which have recently been disconnected, normally, your final bill will arrive during the second week of the first full month after your service is disconnected.

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When is my water bill payment due?

Payments on all accounts are due the 1st of each month.

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Methods of Payment

Can I pay with a credit card?

Mallory Valley accepts Visa and MasterCard. Credit card payments can be made over the phone or through our website under the make a payment button. Credit transactions are subject to a small convenience fee. Mallory Valley does not profit from this service fee.

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Can my bill be drafted from my checking account each month?

Yes. Just fill out a bank draft authorization form and return it to our office along with a voided check (not a deposit slip). The completed authorization form and a copy of a voided check are also acceptable, so if you like, you can fax those to our office.

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How do I cancel my automatic bank draft?

Complete a bank draft cancellation form and return it to our office.

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How do I change my automatic bank draft information?

Complete a bank draft cancellation form for your old bank account and a bank draft authorization form for your new one. Return both forms and a voided check (not a deposit slip) from your new account to our office. The completed authorization form and a copy of a voided check are also acceptable, so if you like, you can fax those to our office.

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What is your policy for returned checks and bank drafts?

There is $20.00 fee for each returned check or bank draft. Customers will be notified of the returned item by mail. Replacement funds in the amount of the returned transaction plus the $20.00 fee will be due within three weeks of the failed transaction. If payment is not received, water service will be subject to termination, and a reconnection fee will be required to reactivate service. Customers with three or more failed transactions returned to our office will no longer be able to make payments with check or automatic draft.

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Do you have an after-hours drop box for payments?

Yes. Our drop box is located at the drive thru of our District office.

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Can I pay my bill online?

Yes! Mallory Valley will accept MasterCard and Visa as debit or credit cards. A small convenience fee will be added to all credit and debit card transactions, and this fee will be displayed when you process your payment. You can use your debit or credit card to pay from our website (see the “Make a Payment Online” button) or we can process the payment by phone. (The convenience fee added to all credit and debit card payments is permitted by Tennessee State Law TCA 9-1-108).

You can also create an account through our website which will allow you to access your water bill account information. Once your account is established you will be able to utilize the online account to make payments. You may set this up by going back to our home page and selecting the "Customer Account Access" tab, located to the left of the page. 

Please note - Many banks offer online banking services that allow for bill pay. Please understand that if you pay your bill online through your bank or another online bill payment service, Mallory Valley receives a check in the mail from the bank or payment service. Therefore, payments are considered to have been made on the date postmarked on the check’s envelope. Paying your bill online before the 1st does not guarantee that the check will be mailed in time to be considered as an on-time payment.

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Billing Concerns

What if I don't get my bill?

If you do not receive your bill by the second week of each month, please contact our office to obtain the current balance due on your account. As is stated in your water supply contract, failure to receive your bill will not release you from payment obligation nor will it entitle you to a billing discount or exempt you from late fees or service disconnection for non-payment.

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What if my bill is higher than normal?

There are many different things that could cause increased water usage. For example, high usage could be the result of overnight visitors in your home, new water appliances, or irrigation of your lawn during warmer months. During meter reading, if your water usage is found to be more than three times your average, Mallory Valley will reread your meter to ensure that the reading is accurate and that there is no sign of a problem at the meter or in the service line leading from the main water line to the meter. If you receive a bill that you feel is higher than it should be, please contact our office and we will be happy to discuss it with you.

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Why do I have to pay a minimum bill even if I have no water usage?

Minimum bills help to cover Mallory Valley’s operating costs, such as the costs of maintaining the meter, maintaining the water lines to the meter, reading the meter each month, and office expenses (such as the monthly billing statement that is mailed to each customer). Mallory Valley began charging customers for a minimum bill in 1966. This is standard practice for all utility districts in the area.

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What happens if I don't pay my bill on time?

If your bill is not paid by the 1st of each month, late fees will be assessed on your account. Mallory Valley does not assess late fees until around the 5th.  Late fees are equal to a percentage of the current bill and are listed on your bill for your convenience in the event that you are unable to pay your bill on time.

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What do I do if I'm having trouble paying my water bill?

Anyone with concerns about paying any current or past due balance in a timely manner is encouraged to contact our office. We address such situations on a case by case basis and will do what we can to alleviate the situation.

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What do I do if I need a copy of a prior bill, or if I need my most recent bill sooner than it would normally arrive by mail?

Yes, we would love to reprint your bill for you!

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Leaks

How do I know if I have a leak?

If you think you have a leak, contact Mallory Valley, and we will discuss the steps we can take to check for problems at the meter and in the service line leading to the meter. If we do not find any problems, and you still feel you may have a leak, then it is at your discretion and not at the suggestion of Mallory Valley that you may decide to have service personnel check for problems in your home or in the water line leading from the meter to your residence. Under no circumstances is Mallory Valley able to investigate potential problems on the customer’s side of the meter.

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If I have a leak, do I have to pay to have it repaired?

Leaks on the customer’s side of the meter are the customer’s responsibility. If you feel someone else should be held accountable for the leak, let our office know the details of the situation, and we will work together to determine the best course of action. However, Mallory Valley cannot be held accountable for leaks beyond the meter.

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Am I responsible for paying my entire bill if I have a leak?

If you have a leak, and the leak is repaired, provide our office with a plumber’s affidavit or other written documentation of the problem, and our office manager will determine whether or not you qualify for a leak adjustment. If you were not provided with a plumber's affidavit, please complete our Leak Adjustment Request Form. To learn more about our leak adjustment policy click here.

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Residential Irrigation Meters


How much does an irrigation meter cost?

The cost varies and you will need to call our office to obtain the cost. Additional charges will also be decided upon by you and the professional you hire to install the system.

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What do I do if I decide I want an irrigation meter?

Once the necessary fees are paid to Mallory Valley and the paperwork is completed, you will need to contact a professional to install the irrigation system. They would also be responsible for tying the irrigation system into the water meter. You will then be able to use your new irrigation meter. Your irrigation water meter will then be added to your water bill account for use.

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Water Supply Issues

What do I do if my water pressure is too high / too low?

Contact our office, and we will check the water pressure at the meter. If the pressure at the meter checks okay, then that indicates the cause of the water pressure is between the meter and your home. Our staff will be glad to discuss our findings with you. You can also click here for additional information.

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What is the hardness of Mallory Valley's water?

Our water is considered to be moderately hard and is running approximately 6.5 grains per gallon (or approximately 110 parts per million).

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Where does my water come from?

Mallory Valley’s water is purchased from Harpeth Valley Utility District. More details can be found by clicking the Water Quality Report tab on our website.

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What do I do if I have concerns about the quality of my water?

Our most recent Water Quality Report can be found under the Water Quality Report tab on our website.

 

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Note: The answers to some of these questions apply to residential customers only. In many cases, commercial accounts are governed by a different set of regulations, and fees and account set-up are based on many different factors.

If you have additional questions or concerns, please contact our office. We are more than happy to assist you.


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