Jay's Automotive

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The bill I received in January of was not a November bill as stated by Mr [redacted] It was a December bill The bill itself, a copy of which is attached to the original complaint, states that it is for service from December through December - a billing period of days.My contention is that a phone call to the Water Authority to close an account constitutes an oral contract Oral contracts are valid if steps are subsequently taken in furtherance of the contract In this case an oral contract was made on November 27th when the Water Authority was requested to close my account On that same day, an employee of the Water Authority came to [redacted] and took a final meter reading, which was a step in furtherance of the contract The final bill records zero consumption for Dec1stthrough Dec15thwhich proves the contract.Mr [redacted] 's claim that the Water Authority's practices parallel those of other utilities is incorrect I checked and they do not Other local utilities pro-rate their bills based upon the date the final reading was taken, not upon the date the date the account is closed by clerical employees To do otherwise would make a final reading pointless.Mr [redacted] statement that Water Authority employees attempted to explain that my final bill was for November service is also in error Water Authority employees told me I was billed for December because my account was still active as of December 1st - and that if I had an open account for even one day I would be billed the minimum charge for the entire month When I asked if [redacted] the new owner of my property, had an active account on December 1stI was told she did The Water Authority employees also confirmed the final reading date of November 27thfor my account.Regardless of what the Authority's clerical practices may happen to be, I contend I was billed for services I did not receive Regards, [redacted] ***

Upon receipt of your letter, I spoke with the employees involved and reviewed the repair order, fees in question and the nature of the letterIn reviewing the fees, we determined that they were in line with what we charge for the type and amount of work involvedThe customer also noted that we were to address an issue with his A/C system and that work was not completedThis was an error on the part of our Service AdvisorIn the customer’s letter to the Revdex.com he stated he would like a partial refund or have the A/C fixed at no charge within a reasonable amount of timeAlthough we would not be able to agree to fix the system at no charge, not knowing what was wrong with it, we did feel it was fair to offer the diagnosis at no charge and to offer some type of discount for the repair of the system once it was determined what the problem wasI called the customer and let him know we were willing to offer that solution and he said he already had the vehicle scheduled to go to another location for the A/C workThe customer made it clear that he would not be returning to our shop so a customer retention credit was not an option for him either.I called the customer back and let him know that after further review we did not feel like we overcharged himThis is our 40th year in business and we may not have been able to stay in business that long if we were known as the shop that overcharges or takes advantage of our customersWe feel very strongly about that, as we have always prided ourselves on our reputationWe do feel however, that the customer was inconvenienced and we know our customer’s time is valuableBased on that I asked the customer what he felt would fairly compensate him for the inconvenience and the loss of time due to dealing with these issuesHe said he would talk it over with his wife and get back with meWe are waiting to hear from them.Christopher SC [redacted] Owner

I have reviewed the September 2104, October 2014, November 2014, and December water bills for Mr [redacted] *** In response to this review, I offer the following:All water used during one month's billing cycle is due by the 10th day of the following month Mr***'s meter was read on the 8th day of September at 3:pm and again on the 6th day of October at 11:am Payment for water used between these two dates would be due by the 10th day of November Mr ***'s meter was read on the November 06, at approximately 1:pm Payment for water used between 11:am on October 06, and November 06, (1:19pm) would be due by December 10, Mr***'s meter was read on November 27th for the final timePayment for the water used between November 06, and November 27th would be due by Jan 10, As you can see from the information above, the billing cycle for Mr [redacted] will split monthsHis meter is normally read between the 6th and 10th of each monthThe water Mr [redacted] used between November 06, and November 27, fell in the November 06, to December 10, billing cycleThis is why Mr [redacted] received a water bill with a due date of January 10, Mr [redacted] agrees that he used water up to November 27, Although the Castlewood Water and Sewage Authority's policies do not recognize verbal requests (persons wishing to connect to or disconnect from water and/or service must complete the applicable paperwork and present two forms of identification, one being a photo I.D.) the Authority does not challenge Mr***'s statement concerning an employee (who was asked by Mr***) turning the water off Mr [redacted] was not charged for water, or any other type of service after November Mr [redacted] did not receive a bill for the December 10, to January 12, billing cycleMr [redacted] has not approached either myself nor the Castlewood Water and Sewage Authority's Board of Directors to attempt to resolve this matter The Board of Directors as well as myself will gladly meet with Mr***We ask that Mr [redacted] bring water bills for the same months that I have referenced above To date, Mr [redacted] has not completed the necessary paperwork to have his service properly disconnectedThe Castlewood Water and Sewage Authority has not received any complaints or questions from the person now residing at the residence in questionThe Authority's policy prohibits discussing a customer's account with a third party without written consentIf Mr [redacted] does not wish to exercise his right to state his grievance to either myself or the Board of Directors, but insists on continuing to use the Revdex.com, I will be forced to turn this matter over to our legal counselAny further correspondence will immediately be forwarded to legal counsel for commentI feel that Mr [redacted] does not understand that the water he used between November 6th and November 27th did not have to be paid for until January 10, The Authority does not and cannot alter billing cycles each time someone disconnects from service in the middle of a billing cycleWe can only assure that customers are not charged for service after the disconnection dateMr [redacted] received a $water bill for the water he used between Novand Nov27, This bill is a direct reflection of the Authority's minimum bill policy (to gallons - $24.00) Mr [redacted] is fully aware of this policyIn fairness to all, I will make one last attempt to clarify our billing cycles and hopefully satisfy Mr*** I will use Mr***'s read dates Mr***'s meter was read on September 8, This reading was brought to the office and entered into the computerThe bill associated with this reading was mailed to Mr [redacted] around the 25th of September Mr [redacted] had until October 10, to pay this bill His meter was read again on October 6, That reading was brought to the office and entered into the computerThe bill for water used between September and October was mailed to Mr [redacted] around the 26th of OctoberPayment was not due until November 10, Meter was read again on November 6, 2014, brought to the office and entered into the computer and bill mailed to Mr [redacted] around the 26th of November, with a due date of DECEMBER 10, METER READ AGAIN ON NOVEMBER 27, BROUGHT TO THE OFFICE AND ENTERED INTO THE COMPUTERTHE BILL FOR THE WATER MR [redacted] USED BETWEEN NOVEMBER AND NOVEMBER 27, WAS NOT MAILED TO MR [redacted] UNTIL THE 3RD WEEK OF DECEMBERWITH A DUE DATE OF JAN10, MR [redacted] IS FULLY AWARE OF THE FACT THAT HE DOES NOT RECEIVE A WATER BILL UNTIL THE 3RD WEEK OF THE MONTH AND THAT IT IS NOT DUE UNTIL THE 10TH OF THE FOLLOWING MONTH ALTHOUGH HE DISCONNECTED ON NOVEMBER 27TH, WE DID NOT IMMEDIATELY SEND HIM A BILLWE FINISHED READING THE METERS OF OUR OTHER CUSTOMERS, ENTERED THE READINGS, AND MAILED THE BILLS TO ALL CUSTOMERS AS NORMALLY DONE, MONTH AFTER MONTH, AFTER MONTH.I regret that Mr [redacted] did not come to me on this matterI sincerely believe that he and I could have settled this matter without having to involve your officeThe Castlewood Water and Sewage Authority makes every effort possible to ensure that customers are not charged one cent more than they oweIf Mr [redacted] will meet with me and show that he does not owe the $24.00, I will personally guarantee that his money will be refunded, and I will extend my deepest and most sincere apology to him.Sincerely, [redacted] , Executive DirectorCastlewood Water and Sewage Authority

I have quickly reviewed the compliant and the custlmers payment history as well as discussing this issue with our office employeesAt this moment, it appears that the customer was billed correctlyOur office staff attempted to explain to the customer that the December bill he received, was for
water used in NovemberOur billing cycles mimic other utilities; customer is billed this month for services provided last monthCustomer did not receive a January bill which indicates that he incurred no charges for the month of DecemberI will submit several months of the Customers billing cycles and payment dates for your reviewAs for the second part of the compliant regarding the new owner and said customer both receiving bills in December, I agree with the statementThe Authority, like all utilities, has a minimum monthly usage chargeAt the time of the compliant, the water rates were: to gallons used - $24.00All additional - 0.95/gallonsAny customer that is receiving service, be it one day or days, is charged the minimum monthly rate simply because the customer has the ability to use any and all water that he/she desires and when property changes hands, as was this case, both the prior and current owner receive equal and fair treatment by paying for services that only they themselves received.Respectively Submitted,*** ***Executive Director

Upon receipt of your letter, I spoke with the employees involved and reviewed the repair order, fees in question and the nature of the letterIn reviewing the fees, we determined that they were in line with what we charge for the type and amount of work involvedThe customer also noted that we
were to address an issue with his A/C system and that work was not completedThis was an error on the part of our Service AdvisorIn the customer’s letter to the Revdex.com he stated he would like a partial refund or have the A/C fixed at no charge within a reasonable amount of timeAlthough we would not be able to agree to fix the system at no charge, not knowing what was wrong with it, we did feel it was fair to offer the diagnosis at no charge and to offer some type of discount for the repair of the system once it was determined what the problem wasI called the customer and let him know we were willing to offer that solution and he said he already had the vehicle scheduled to go to another location for the A/C workThe customer made it clear that he would not be returning to our shop so a customer retention credit was not an option for him either.I called the customer back and let him know that after further review we did not feel like we overcharged himThis is our 40th year in business and we may not have been able to stay in business that long if we were known as the shop that overcharges or takes advantage of our customersWe feel very strongly about that, as we have always prided ourselves on our reputationWe do feel however, that the customer was inconvenienced and we know our customer’s time is valuableBased on that I asked the customer what he felt would fairly compensate him for the inconvenience and the loss of time due to dealing with these issuesHe said he would talk it over with his wife and get back with meWe are waiting to hear from them.Christopher SC*** Owner

My total toll fee of $turned into $due to their $fee for every toll charge How can they get away with that kind of fees? This is definitely not good for people who are NOT familiar with Florida's roads

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The bill I received in January of was not a November bill as stated by Mr*** It was a December bill The bill itself, a copy of which is attached to the original complaint, states that it is for service from December through December - a billing period of days.My contention is that a phone call to the Water Authority to close an account constitutes an oral contract Oral contracts are valid if steps are subsequently taken in furtherance of the contract In this case an oral contract was made on November 27th when the Water Authority was requested to close my account On that same day, an employee of the Water Authority came to *** *** *** and took a final meter reading, which was a step in furtherance of the contract The final bill records zero consumption for Dec1stthrough Dec15thwhich proves the contract.Mr***'s claim that the Water Authority's practices parallel those of other utilities is incorrect I checked and they do not Other local utilities pro-rate their bills based upon the date the final reading was taken, not upon the date the date the account is closed by clerical employees To do otherwise would make a final reading pointless.Mr*** statement that Water Authority employees attempted to explain that my final bill was for November service is also in error Water Authority employees told me I was billed for December because my account was still active as of December 1st - and that if I had an open account for even one day I would be billed the minimum charge for the entire month When I asked if *** *** the new owner of my property, had an active account on December 1stI was told she did The Water Authority employees also confirmed the final reading date of November 27thfor my account.Regardless of what the Authority's clerical practices may happen to be, I contend I was billed for services I did not receive
Regards,
*** ***

I have reviewed the September 2104, October 2014, November 2014, and December water bills for Mr*** *** In response to this review, I offer the following:All water used during one month's billing cycle is due by the 10th day of the following month Mr***'s meter was read on the 8th day of September at 3:pm and again on the 6th day of October at 11:am. Payment for water used between these two dates would be due by the 10th day of November Mr ***'s meter was read on the November 06, at approximately 1:pm Payment for water used between 11:am on October 06, and November 06, (1:19pm) would be due by December 10, Mr***'s meter was read on November 27th for the final timePayment for the water used between November 06, and November 27th would be due by Jan 10, 2015. As you can see from the information above, the billing cycle for Mr*** will split monthsHis meter is normally read between the 6th and 10th of each monthThe water Mr*** used between November 06, and November 27, 2014 fell in the November 06, to December 10, billing cycleThis is why Mr*** received a water bill with a due date of January 10, Mr*** agrees that he used water up to November 27, Although the Castlewood Water and Sewage Authority's policies do not recognize verbal requests (persons wishing to connect to or disconnect from water and/or service must complete the applicable paperwork and present two forms of identification, one being a photo I.D.) the Authority does not challenge Mr***'s statement concerning an employee (who was asked by Mr***) turning the water off Mr*** was not charged for water, or any other type of service after November 27. Mr*** did not receive a bill for the December 10, to January 12, billing cycleMr*** has not approached either myself nor the Castlewood Water and Sewage Authority's Board of Directors to attempt to resolve this matter The Board of Directors as well as myself will gladly meet with Mr***We ask that Mr*** bring water bills for the same months that I have referenced above To date, Mr*** has not completed the necessary paperwork to have his service properly disconnected. The Castlewood Water and Sewage Authority has not received any complaints or questions from the person now residing at the residence in questionThe Authority's policy prohibits discussing a customer's account with a third party without written consentIf Mr*** does not wish to exercise his right to state his grievance to either myself or the Board of Directors, but insists on continuing to use the Revdex.com, I will be forced to turn this matter over to our legal counselAny further correspondence will immediately be forwarded to legal counsel for commentI feel that Mr*** does not understand that the water he used between November 6th and November 27th did not have to be paid for until January 10, The Authority does not and cannot alter billing cycles each time someone disconnects from service in the middle of a billing cycleWe can only assure that customers are not charged for service after the disconnection dateMr*** received a $water bill for the water he used between Novand Nov27, 2014. This bill is a direct reflection of the Authority's minimum bill policy (to gallons - $24.00) Mr *** is fully aware of this policyIn fairness to all, I will make one last attempt to clarify our billing cycles and hopefully satisfy Mr*** I will use Mr. ***'s read dates Mr***'s meter was read on September 8, This reading was brought to the office and entered into the computerThe bill associated with this reading was mailed to Mr*** around the 25th of September Mr*** had until October 10, to pay this bill His meter was read again on October 6, That reading was brought to the office and entered into the computerThe bill for water used between September and October was mailed to Mr*** around the 26th of OctoberPayment was not due until November 10, Meter was read again on November 6, 2014, brought to the office and entered into the computer and bill mailed to Mr*** around the 26th of November, with a due date of DECEMBER 10, METER READ AGAIN ON NOVEMBER 27, BROUGHT TO THE OFFICE AND ENTERED INTO THE COMPUTERTHE BILL FOR THE WATER MR*** USED BETWEEN NOVEMBER AND NOVEMBER 27, WAS NOT MAILED TO MR *** UNTIL THE 3RD WEEK OF DECEMBERWITH A DUE DATE OF JAN10, MR*** IS FULLY AWARE OF THE FACT THAT HE DOES NOT RECEIVE A WATER BILL UNTIL THE 3RD WEEK OF THE MONTH AND THAT IT IS NOT DUE UNTIL THE 10TH OF THE FOLLOWING MONTH ALTHOUGH HE DISCONNECTED ON NOVEMBER 27TH, WE DID NOT IMMEDIATELY SEND HIM A BILLWE FINISHED READING THE METERS OF OUR OTHER CUSTOMERS, ENTERED THE READINGS, AND MAILED THE BILLS TO ALL CUSTOMERS AS NORMALLY DONE, MONTH AFTER MONTH, AFTER MONTH.I regret that Mr*** did not come to me on this matterI sincerely believe that he and I could have settled this matter without having to involve your officeThe Castlewood Water and Sewage Authority makes every effort possible to ensure that customers are not charged one cent more than they oweIf Mr*** will meet with me and show that he does not owe the $24.00, I will personally guarantee that his money will be refunded, and I will extend my deepest and most sincere apology to him.Sincerely,*** ***, Executive DirectorCastlewood Water and Sewage Authority

I accept Mr***'s explanation concerning the Castlewood Water Authority's billing cycles.. HOWEVER: If the Water Authority employees had explained the billing to me in this manner, I would have been satisfied when I discussed this matter with them in person at the office in January Furthermore,no one suggested it was necessary for me to sign anything to cancel my account. And none of the employees, all of whom were present, offered to help resolve my problem. *** ***