FAQs

To begin service, an application will need to be completed and submitted along with a valid government issued identification and other required documents. A checklist and application form is available on our website under “Customer Support”. You may request a form by contacting Customer Care at (888) 758-7471 during the business hours of 9 AM to 4:30 PM Monday through Friday, excluding holidays or by email to [email protected].

The Termination of Service Request Form is available on our website on the “Manage My Account” page under the Customer Support tab on the homepage. Termination of Service requests can also be submitted by logging on to your Customer Web Portal and selecting “I want to terminate service” under “Help - Account Management” on the upper right section of the screen. You may also terminate service by notifying Customer Care in writing either by mail to 1095 NC Hwy 210, Sneads Ferry, NC 28460, or email at [email protected]. or by fax to 910.327.0374. The request must include the end service date and supporting documents if necessary, and a forwarding address to which your final bill and if applicable a credit refund is to be mailed. Please allow three (3) business days for your request to be processed once it is received. The account holder is responsible for the account until such notice has been received by the utility.

The Billing Address/Contact Information Change Form is available to complete online or download on our website on the “Manage My Account” page under the Customer Support tab on the homepage. You may request a form by contacting Customer Care at (888) 758-7471 during the business hours of 9 AM to 4:30 PM Monday through Friday, excluding holidays to request a form. You also have the option to email the updated information to [email protected].

To start service at a new location the active account must have a zero balance. A new application will need to be completed and submitted along with any required documents. The application with checklist form is available on our website under the “Customer Support” tab. On the new application you can complete the end service request for the old location.

Applications are required for all customers when beginning service at a new location. The only exception is for owners who have a current application for the related service address and valid identification on file. Should any of the owner’s information change, then a new application will be required. The application with checklist form is available on our website under the “Customer Support” tab.

You can access your account balance by reviewing your monthly billing statement or accessing our online web portal. To quickly check your account balance without logging in to your portal just select the Quick Pay button. To create an online profile, select the blue 24/7 button on the homepage and from there register your account to have 24/7/365 ability to view your account information. Another option to register is available on our home page under the Customer Support tab by selecting “Pay My Bill” to be redirected to the new web login page. Just follow the instructions to register your account. You may also contact Customer Care at (888) 758-7471 during the business hours of 9 AM to 4:30 PM Monday through Friday, excluding holidays.

Customer utility bills are due when generated. The “late after date” is a fixed monthly date shown on the bill indicating the date the current charges become delinquent. Any payment received after this date is subject to late penalties. Pluris is not responsible for misdirected mail or delays due to postal problems. Failure to receive a bill in the mail does not excuse a customer’s responsibility for timely payment.

You may choose from the following options.

• Mail in check payments with your coupon stub.
• Enroll in autopay by draft or debit/credit card.
• Make a payment directly on our website free of charge.
• Schedule payment through your online bill pay.
• Visit participating AMSCOT or Walmart walk-in centers. You will need your Pluris bill when paying. Please note Walmart and AMSCOT payments may take 1 to 3 days to be received and reflect on your account. Customers paying past due balances at Walmart or Amscot are encouraged to email a copy of the receipt of payment to Pluris at [email protected] or fax a copy of the receipt to (910) 327-0374 for the account to be notated of the pending payment.
• Pay by telephone during business hours (9am – 4:30pm M-F) by calling (888) 758-7471 then select option 2. You will need your utility name and account number. Or you can selection option 3 to speak with a representative who can transfer you to the pay by phone option.

The web portal does save customer credit card information for individual payments in your wallet if you select “Remember my information for next time”. The credit card information submitted when signing up for recurring payments (autopay) by credit card is retained and managed by our merchant services provider Stripe.

If your account is enrolled in autopay, the bottom coupon of your bill will notate ‘DRAFT’. There will also not be a return envelope with your bill. Customers enrolled in autopay by debit/credit card have the ability to verify/update autopay account information by logging into the customer web portal. Customers enrolled in autopay by checking/savings account will need to complete a new form to make any changes.

All past due balances must be paid in full prior to 8 AM on the date of disconnection. For quickest payment, please submit a debit/credit card payment on our website at www.plurisusa.com or pay by phone during business hours by calling (888) 758-7471, option 2. Please note that payments made through participating walk-in payment centers AMSCOT and Walmart, take 1-3 business days to process and reflect on your account. Personal checks, including electronic checks, are not acceptable methods of payment on the day of disconnection and once the service has been disconnected.

No, to have services restored you will need to contact Customer Care at (888) 758-7471 or by email at [email protected] for confirmation of payment being received. For payments received after business hours service will not be restored until the next business day.

The utility’s water and/or wastewater treatment plants are built to a specific size to accommodate the number of people the utility services during peak season. The base charge pays for the fixed cost of operating these plants and other utility services. Billing customers only the months they are at the property would increase charges for year-round residents. Certain costs, like, personnel, maintenance, and fire protection remain the same whether or not water/sewer is actually used at your home.

In North Carolina, if you are planning to dig below the ground surface customers are required to call 811 to start the process of getting underground utility lines marked. Your utility company then sends a professional locator to your location to mark underground lines. Once the lines are marked, you will know the approximate location of your utility lines and can dig. This is the national Call-Before-You-Dig hotline and is a free service.

In Florida, calling 811 routes you to Sunshine State One Call. Your utility company then sends a professional locator to your location to mark underground lines. Once the lines are marked, you will know the approximate location of your utility lines and can dig. This is the national Call-Before-You-Dig hotline and is a free service.

Your bill will reflect separate charges for both water and sewer, but customers are billed the same usage for each service. All water that comes into the home is metered and sewer is billed the same usage according to this read. Your bill will break down the cost of base rates and usage rates for each service.

Door tags are hung to notify customers for many reasons. Some of the most common reasons are:

• To alert customer that a payment has not been received and the account is reflecting a delinquent balance.
• To request the customer to contact our customer service about their account.
• To notify the customer a technician has visited the property, such as to check the meter for leaks etc.
• To inform the customer of a Precautionary Boil Water Notice.

Yes, meters are read monthly for billing during a scheduled date range of approximate one week.

To read your meter, follow the steps below:

• Locate meter box.
• Open the lid of the meter box to reveal the water meter.
• There will normally be a plastic meter cap protecting the glass meter lens on top of the meter.
• Lift the meter cap to expose the glass face of the water meter.
• Below the glass face is a row of numbers, much like the odometer of a car. Record all digits from left to right.
• Subtract your current read from your last billing read to determine usage.

If at any time you would like assistance with converting the meter read to gallons just call Customer Care at (888) 758-7471.

No, only a Pluris technician can turn the meter on and off. The account holder is responsible for any damage to the meter should an unauthorized person access and damage the meter.

Pluris is responsible from the street water main up to and including the meter. Pluris is not responsible for waterlines on the customer's property beginning with pipes on the residence side of the meter and leading to the house.

The customer is required to keep the water meter area clear and easily accessible for reading and maintenance purposes. Please trim the bushes to allow access to the meter. Also follow any water use restrictions for irrigation to reduce the potential from irrigation water filling the meter box.

Pluris does not add fluoride to the utility’s water system.

A backflow device or preventer is a product or fixture that is installed in pipelines carrying potable water to ensure water can only flow in one direction to prevent potentially contaminated water entering a customer’s own water line. Testing is required by state and county ordinances. Pluris water customers must hire a licensed plumber for the annual testing, any necessary repairs, and/or replacement of their backflow device. For more information about backflow devices and/or the testing program, please contact Customer Care at (888) 758-7471 9:00 a.m. to 4:30 p.m. Monday through Friday.

Pluris will notify customers if a precautionary boil water advisory has been issued in their area. Notice may be by one or more of the following ways depending on the number of customers affected:

• Informational door hanger.
• Signs at main entrances to development.
• Robo-call feature using phones numbers obtained at time of establishing an account.
• Notifications are posted under Special Notices located on the Pluris website homepage.

If you receive a paper notice on your front door or receive a telephone call from Pluris that a precautionary boil water notice has been issued for your neighborhood, exactly what does that mean?

The Florida Department of Environmental Protection requires a precautionary notice after pressure in the utility system water distribution pipelines drops below a certain level. This is usually caused by a water main break, system maintenance, or problems at the water treatment plant such as a loss of disinfection. By comparison, a mandatory notice is rare and far more serious, and its provisions should be strictly followed.

A precautionary notice doesn’t necessarily mean something is wrong with the water. It is simply that it’s possible that contaminants may have entered the system. Therefore, customers are advised to boil tap water for cooking and drinking as a precautionary measure.

If you are aware that the water has been turned off in your neighborhood (not just your house) then assume an advisory has been issued.

• Boil water for one minute and cool before use.
• Allow the water to run until it is clear before washing clothes.
• Avoid contact with cuts or other wounds when bathing otherwise it is ok to use non-boiled water for bathing.
• Discard any ice from automatic icemakers.
• Pour water back and forth between two containers a few times to avoid a flat taste from boiling.

Precautionary boil water notices are usually issued for 48 to 72 hours, until the required laboratory analytical tests show the system is definitively clear of any potential contaminants. If you received a notice on your door or receive a telephone call that an advisory has been issued, you also will receive a hand-delivered notice or receive a telephone call when the alert has been lifted. If you heard the news through the media, the lift notice will be issued the same way.

Many factors can affect usage in and around the home. Some examples are leaking toilets, dripping faucets, leaks that are not visible, irrigation systems, and water softening devices. You can check in and outside the home for any possible issues and you may want to contact a plumber to check for issues. You can register your account with our usage portal, AquaHawk. The AquaHawk link is found on our home page by clicking the big red button. AquaHawk features give you the ability to set threshold alerts and view your usage in near real time. You can also contact Customer Care at (888) 758-7471 to speak with a representative about your concerns.

You can register your account with our usage portal, AquaHawk. The AquaHawk link is found on our home page by clicking the big red button. AquaHawk features give you the ability to set threshold alerts and view your usage in near real time.

Most meters have a low-flow indicator (small in size; red, white, or black in color; triangular in shape). If no water is being used at the time of inspection and the triangular low-flow indicator is moving or spinning, this is a good indication that there may be a leak somewhere in the plumbing system or around your dwelling. Not all leaks are big and clearly noticeable. If the meter does not have a low-flow indicator or the low-flow indicator is not moving, continue with the following steps to evaluate further:

1. Copy down the numbers (from left to right) on the meter's gallon register. Do not use any water for a period of four hours. Take another reading from your meter's gallon register after the four-hour testing period and compare it to the first reading. If the reading is higher, there may be a water leak.
2. To help pinpoint the location of the leak as inside or outside the dwelling, close the house valve (generally located on an outside wall where the waterline enters the dwelling or near the water heater).
3. Repeat Step 1 above. If the meter continues to move, the leak may be outside the dwelling in the service line that leads from the meter to the dwelling or in any water-using device that may be hooked into the system outside the dwelling. If the meter does not move after your second test, the leak may be inside the dwelling.

Toilets represent the single largest device using water in a home. As shown below, Environmental Protection Agency data estimates average home toilets represent approximately 24% of the water use inside the home.

    (https://www.epa.gov/watersense)

Water flows from the tank behind the toilet to the toilet bowl by gravity and there are a number of connections and seals that over time can begin to leak. Leaking toilets are more common than people think, and leaking can be greater at night when it goes unnoticed since residents use toilets less at night or are asleep. Some customers have said they can hear the toilet at night but not during the day and there is a practical reason for this condition.

Since residences use much less water between late evening through early morning most water utilities see pressure increases in the system due to customers not running water in the home. As a result, water pressure in the home can rise between 10 to 20 pounds per square inch (psi) or more. This condition has been shown to affect the level of water inside the toilet tank by ½ inch and if the water is near the tank overflow tube in the tank under normal daily pressure, it can flow at night into the drainpipe. This is the sound one hears when water is flowing into the bowl from the tank. It is because of this that most manufacturers say to set the water level in the tank to an inch below the overflow tube.

To check your toilet for leaks, follow the 4 steps below.

1. Remove the toilet tank lid.
2. Drop one dye tablet or 10 drops of food coloring into the tank. Dye tablets are available for purchase at most home improvement retailers.
3. Put the lid back on. Do not flush.
4. Wait at least 10-15 minutes, and then look in the toilet bowl. If you see colored water, you have a leak and need to replace the flapper and seals. You can get these kits at Home Depot, Lowes and other hardware stores. They are easy to install yourself, but you can hire a handyman or plumber to do it for you.

After installing the new flapper, run the dye test again to assure you have no leak. If the leak persists (and every now and then it will), you are probably going to have to replace the entire flush valve.

Leaking toilets are the cause of more water waste than any other fixture in the home. Even a silent toilet leak (that’s one you normally can’t hear because they occur as described above) will waste from 30 to 500 gallons of water per day! The ones you can hear will waste much, much more.

You can register your account with our usage portal, AquaHawk. AquaHawk features give you the ability to set threshold alerts and view your usage in near real time. The AquaHawk link is found on our home page by clicking the big red button.

Water meters may not operate properly, particularly as they get older. If you suspect your meter is inaccurately reading the water use, you can submit a written request for a field meter test to [email protected]. Calibration of your meter may be requested in writing. If requested, the meter will be removed and replaced with a different meter, and calibration testing will be performed on the old meter. The meter is bench-tested with three different flow volume rates of water, and the accuracy is recorded. If the meter's accuracy is within 98.5 percent to 101.5 percent, the meter's accuracy is considered good by regulatory agencies. If the meter is within the acceptable range of 98.5 to 101.5 percent, then the customer is billed for the meter testing service with no adjustments to the consumption charges.

Pluris requires all sewer adjustments to be submitted in writing with appropriate documentation. You may email your request to [email protected]. Please include your account number and service address, a written statement as to why an adjustment is being requested, and documentation justifying your request (receipts, paid repair invoices, etc.). Please note that requests for adjustments are reviewed and may or may not be approved.

Customers may elect to have your water meter turned off while you are away from the property to prevent unauthorized water usage or damage to the home, should a leak occur. A request for a temporary meter turn-off must be submitted in writing. There is a charge to turn the meter off and back on when you return. You will still receive a monthly base charge bill during this time. Please provide three (3) business days notification.

All utilities use flushing for maintaining distribution pipelines and as part of insuring compliance with drinking water regulatory requirements. Some flushing is conducted with automatic flushers installed within the distribution system. The Distribution and Maintenance crews perform water system flushing on a constant basis. Flushing consists of opening fire hydrants and blow off valves to remove sediment from the water lines. Flushing only a portion of a water system can affect the entire system. Here are some frequently asked questions about the water system flushing procedure.

As with all water utilities with water distribution pipelines, the water system is flushed to remove sediment from the pipelines and to keep the entire water distribution system refreshed.

The entire distribution system is flushed on a constant basis.

Flushing is typically scheduled during the business hours between 8:00 a.m. to 5:00 p.m. There are instances when flushing is performed outside of normal business hours and include incidents where a distribution water pipeline breaks.

Yes, Pluris recommends this as you may experience discolored water during flushing. If the system is stirred up when you use water in your home, you could draw the discoloration into your internal plumbing causing discoloration of water as seen at faucets and shower heads. Pluris recommends limiting activities, such as doing laundry, during days when field operators are in your neighborhood performing flushing operations.

Yes. The discoloration of the water is caused by iron particles and is not a health concern. Understandably, you may not want to drink discolored water even though it’s not a health risk. It’s also okay to use water for showering and bathing. Just keep in mind that any water used while the system is being flushed may bring the discoloration into your home plumbing.

If the clothes in your washer are stained, do not dry them. Rewash the load when the water is clear. Some customers have used iron removal products in their wash to remove staining. Iron stain removal products can be found in the detergent aisle at most grocery stores.

Yes. It is suggested you bypass your softener during the period your system is being flushed. When flushing is complete, open an outside faucet closest to the point of entry to your home to help clear any discolored water you may have. Then, put the water softener back on-line and manually start the regeneration cycle.

Following flushing it is suggested that you check the outside faucet the following morning. If the water is discolored run the faucet until the water clears.

Drain and refill the hot water tank. Please USE CAUTION to prevent being burned by hot water.

The homeowner (account holder) will be responsible for the repair or replacement of any equipment unless it is from normal usage– please reference the “Do Not Flush” literature sent to customers twice a year. Homeowners are responsible for keeping shrubs and structures a minimum of 4 feet away from all sides of the lift station. Obstructions may be damaged or removed during service restoration or maintenance at the customer’s expense. Be mindful of placement of new and existing landscaping. Please plant or remove landscaping and/or structures accordingly to ensure our staff can easily access the lift station for maintenance and repair. Privately owned pump stations are the responsibility of the homeowner.

Please keep in mind that our Field Crew need to be able to access the lift station that provides sewer service to your property. Anything within a 4-foot radius of this station has potential of being damaged or altered. Please remove the foliage surrounding your lift station for the technicians to have better access to our equipment.

The water level in the holding tank is full and the pump is not working properly – please call (888) 758-7471 and a Pluris technician will be directed to the station.

Pluris was called out for an alarm at your location, and it was determined that the pump was jammed with material from your residence – please reference the “Do Not Flush” literature.

Please call Customer Care at (888) 758-7471 and select option 4 or email [email protected] with your location information. Have your site and floor plans ready so we can determine the cost and availability for your area. Wastewater permitting information is available on our website at www.plurisusa.com under the “Resources” tab located on the homepage.

All permit applications and monies must be submitted to our office before Pluris can issue a permit. The applicant is responsible for providing the sewer permit information to the County/City.

An “Elder Valve” is just an in-line device that is installed for nonpayment of the utility bill. An Elder Valve allows wastewater service to be disconnected without having to excavate a customer’s yard to accomplish the task.

Please call Customer Care at (888) 758-7471 and select option 4 or email [email protected] and let us know you’re ready for an inspection. A COC Inspection Checklist, cleanout and elder valve photos, new service application, and any other applicable documentation will need to be completed and submitted before the request can be processed. The Checklist inspection guidelines and forms are available under the “Resources” tab located on the homepage. Pluris will send out a technician to camera the line and make sure the connection is completed. Please allow two weeks for completion as turnaround times vary depending on the utility.