Fairfax Water

Despite her claims to the contrary, every service disconnection of this customer's account was properly carried outPer Fairfax Water policy, customers receive an initial bill, a reminder notice if the initial bill isn't paid after days, and a disconnection notice if payment has not been received days following the reminder noticeThe customer in question was sent her bills and all applicable notices as required.As to the allegation that her account was set up for direct debit - this is not trueThe account is not now, nor was it ever set up for direct debitThis was explained to the customer in February of 2017.Lastly, the Fairfax Water call center operates Monday-Friday, 8:00am to 6:00pmRight up until 6:pm, service reconnection requests are handled by our representatives and sent out to the fieldAfter 6:pm, calls of an emergency nature (such as not having water) are taken by the after-hours dispatch teamIf research shows that the water has been disconnected in error, a technician is immediately dispatched to reconnect serviceIt is not Fairfax Water policy to leave customers out of water if an error has been made by our organizationSincerely,Tad J***

Despite her claims to the contrary, every service disconnection of this customer's account was properly carried out. Per Fairfax Water policy, customers receive an initial bill, a reminder notice if the initial bill isn't paid after 30 days, and a disconnection notice if payment has not been...

received 15 days following the reminder notice. The customer in question was sent her bills and all applicable notices as required.As to the allegation that her account was set up for direct debit - this is not true. The account is not now, nor was it ever set up for direct debit. This was explained to the customer in February of 2017.Lastly, the Fairfax Water call center operates Monday-Friday, 8:00am to 6:00pm. Right up until 6:00 pm, service reconnection requests are handled by our representatives and sent out to the field. After 6:00 pm, calls of an emergency nature (such as not having water) are taken by the after-hours dispatch team. If research shows that the water has been disconnected in error, a technician is immediately dispatched to reconnect service. It is not Fairfax Water policy to leave customers out of water if an error has been made by our organization. Sincerely,Tad J[redacted]

The customer in question contacted the offices of Fairfax Water on 3/30/2017 to set an account as a tenant. The process for setting up an account, including fulfilling the requirements for satisfying Virginia Code $15.2-5139 and S15.2-2119, was explained. Typically, $190.00 as required by Code for...

the offset of potential lien amounts is collected when an account is set up; however, in this case, a 48 hour grace period was given. Grace periods are offered when individuals indicate they do not have immediate access to the necessary funds. Customers in this situation are specifically asked to provide a current and functional email address (which is tested by the CSR while speaking to the customer) so that a message can be sent reiterating their responsibility in fulfilling Virginia Code obligations. The following message, which is copied directly from the Fairfax Water Customer Information System, was sent to the customer in question. The customer failed to pay the required Lien Offset Payment within 48 hours as instructed. On 4/10/2017, a second email was sent requesting that the Lien Offset be paid immediately. No payment was received, so the service was disconnected on 4/13/2017.In addition to communication outlined above, all customers who are tenants must fill out a Tenant Authorization Form which is obtained by visiting the following site: http://www.fairfaxwater.org/customer/turnon.htm. Not only does this site make all of the requirements clear for establishing service, but the form itself does as well.The items required by Virginia State Code to open an account are conveyed to all customers who request service Fairfax Water as tenants. This is done through multiple channels. The information is on our website; it is printed on the forms customers are required fill out and sign; it is explained by our customer service representatives when service is requested; and it is reiterated via an email sent directly to each individual after an account has been setup.Sincerely,Tad J[redacted] Customer Service Manager

Review: I consistently receive the Fairfax Water bill after the late payment penalty is due. This is an ongoing problem since 1997. I called today to file a complaint that I am consistently receiving bills after the due date and the customer service agent, Lisa, would not take ownership until I complained that she was "not." Then she stated that the bill was mailed a month earlier and that it is the post office's fault. I don't have this problem with ANY of my other billers. After continuing to complain that it wasn't my fault that they are late every time they bill Lisa agreed to remove the late fee, but not until after she got very irritated with me over my complaint. (1) Not only is the billling a problem but the agent needs sensitivity training! (2) They need to take appropriate action to work with the post office to determine the cause and quit shoving it off on the customer. This behavior by them is highly unacceptable. People who live in Fairfax County have no other options for water, so they need to own this.Desired Settlement: They need to provide good faith effort into the cause and detail the findings and solutions in a letter to me addressing item 1 and 2 above.

Review: The Fairfax Water sent me a letter attempting to charge me a return fee of $17.00. This is untrue as I checked my bank and there is no record of Fairfax Water ever attempting to collect my quarterly water payment of $96.00. When I contacted their business office I was told "you transposed the numbers and as a result your payment was returned, this happens to customers all the time." As I told the representative, 1) I double checked my numbers and the numbers were correct, and 2) if this is a regular problem, then there is something wrong with the payment system currently being used. I went on to ask that I be provided proof of the allegation. As a customer, I am expected to prove that I made a payment if there is a dispute. If my payment was returned due to a transposing of numbers, then there should be a record of this , especially if you are telling me that this is a regular problem. The statement suggests that Fairfax Water knows there is a problem, but has chosen not to correct it as this allows them to charge customers $17 in additional fees. They serve thousands of customers, and if this impacts 100+ customers per month, that is a heffty supplement to their annual budget, good way to fix budget shortage.Desired Settlement: 1) Request the $17 return payment fee be removed from my account. 2) Since this is a known problem that impacts multiple customers (representative said this happens all the time), take correcctive measures to fix this ongoing problem. I would like to see better business practices implemented (Best Practice - lean six - quality assurance). This mater needs to be addressed, they are using an automated system that could possibly have an intermittent software glitch. Bottomline is something is wrong and it is costing consumers. BTW...you have to pay a fee to use the automated service and when the service fails to work properly the consumer is expected to pay again. This needs to be corrected!

Review: My rental townhouse was vacant from March 1, 2014 through today, Sept. 2, 2014. The water meter read 204 on 5/15/2014 and on 8/13/2014.

Fairfax water says that I used 2000 gallons from March 1, 2014, and March 28, 2014. When I told them the townhouse was vacant, they said the water use was due to a leak. When I asked them if the leak fixed itself after March 28, they hung up on me.

The person who hung up was "Chemise".Desired Settlement: Reduce bill to 0 and send deposit back.

Review: In October of 2013, autodraft was set up to pay whatever balance is required. On May 20th 2014 water service was cut to my house because of delinquent payment. Between October '13 and May '14, no mail has been received at the residence where the water is being provided. In order to turn the water back on, a hefty fee was put against the account in order to have someone come out to turn on the water.Desired Settlement: I am not seeking adjustment for the inconvience you caused me by not having water for 18hrs. Refund the service charge for the worker who had to come out to turn on the water as that was your electronic billing err.