Tiffin - Ohio I requested the water to be turned on to the houseIn the original phone call request it was expressed that there were plumbing concerns, and I didn't want the water turned on inside of the home When I called the customer service representative insisted that the technician did what I requestedShe insisted that the original phone call request was specifically to turn on the water inside the home because it was already on from the city sideThis information was FALSEI disagreed with this statement and asked to listen to the recorded phone call of the original request In the first return phone call from the same representative she confirmed that I discussed the plumbing concerns on the original phone call request, and had requested to water to be turned on TO the house not WITHIN the house She then told me that the water was on inside the house and was running and my step-mother asked the technician to come in and turn it offThis information was FALSEThe water was turned off within the homeThe technician was in my home before the water was on within the house and the TECHNICIAN TURN ON THE WATER INSIDE MY HOMEThe representative told me that it was at the request of my step-motherThis information is also FALSE The representative called again and changed her storyShe then said that I was correct that the water was off inside the home when the technician enteredBut, she stuck to her story that it was at the request of my step-motherThis information is still FALSE I was never allowed to listen to the original recorded phone call, and have been provided with INFORMATION multiple timesThe representative even stated in our last conversation "I didn't have to call you back, but I did." I am shocked at the lack of customer service skills with this statement, and the multiple times she spoke over me The local manager contacted me shortly afterHe requested a phone conversation that included my step-motherHe stated he felt "both parties are at fault"The manager never called at the scheduled time to discuss with all parties This company insisted I was incorrect and at fault before reviewing the original requestThey would not allow me to listen to the original phone call requestThey would not allow me to review the original work orderBut, they asked to review my plumbing quote which I provided immediatelyThey never returned the scheduled phone call Since this is a water company I have no choice to take my service elsewhereThis company clearly knows customers don't have a choice, and can not do anything about it
Aqua’s position is that a back bill, for previously unbilled water service, resulting from faulty meter equipment, was issued In accordance with Ohio Administrative Code 4901:1-15-24, the company prorated the consumption based on the historical usage for this address 4901:1-15-Billing and billing adjustments C) If a meter is found to be inaccurate or an estimated bill is issued, the bill shall be based on average historical consumption during corresponding periods for that specific customerIf consumption history for the customer does not exist, the same system class average consumption shall be used http://codes.ohio.gov/oac/4901%3A1- An audit of accounts revealed several consecutive zero consumption bills for this address A field service representative was dispatched for immediate investigation During the field visit, it was determined that the meter dials were stuckThus, the meter readers were unable to obtain actual readings from the meterThe account continued to bill with the same reading each month In order to resolve the issue, the faulty meter was exchanged Since there was no way to obtain an actual reading from the meter, the removed meter reading was prorated at cubic ft per day based on past water consumption history A billing statement, in the amount of $ [redacted] , was mailed to the service address on March 27, This bill included service for days of service for the period May – February The reported consumption was 6,cubic ft (cf per day)This usage is equivalent to the average daily consumption for a household of two people (based on cf per day/per person) When the customer contacted the company on April 14, 2015, for a billing explanation, a company representative reviewed the billing and consumption history and explained the prorated usageThe representative also offered a payment arrangement on the total account balance $ [redacted] The customer declined the offer The account is currently eligible for a payment arrangementThe customer should contact Customer Service, Monday - Friday between the hours of 8:a.mand 5:p.m., to establish the payment arrangement In the future, if the customer receives a billing statement that does not include consumption charges, during a period when the property was occupied, the customer should contact the company immediately and request to have the meter read again In reference to the customer’s concern about penalties, there have been no penalties assessed to the account, since the back bill was issuedThe customer must pay all monthly bills in a timely manner to avoid penalties
Tiffin - Ohio I requested the water to be turned on to the houseIn the original phone call request it was expressed that there were plumbing concerns, and I didn't want the water turned on inside of the home When I called the customer service representative insisted that the technician did what I requestedShe insisted that the original phone call request was specifically to turn on the water inside the home because it was already on from the city sideThis information was FALSEI disagreed with this statement and asked to listen to the recorded phone call of the original request In the first return phone call from the same representative she confirmed that I discussed the plumbing concerns on the original phone call request, and had requested to water to be turned on TO the house not WITHIN the house She then told me that the water was on inside the house and was running and my step-mother asked the technician to come in and turn it offThis information was FALSEThe water was turned off within the homeThe technician was in my home before the water was on within the house and the TECHNICIAN TURN ON THE WATER INSIDE MY HOMEThe representative told me that it was at the request of my step-motherThis information is also FALSE The representative called again and changed her storyShe then said that I was correct that the water was off inside the home when the technician enteredBut, she stuck to her story that it was at the request of my step-motherThis information is still FALSE I was never allowed to listen to the original recorded phone call, and have been provided with INFORMATION multiple timesThe representative even stated in our last conversation "I didn't have to call you back, but I did." I am shocked at the lack of customer service skills with this statement, and the multiple times she spoke over me The local manager contacted me shortly afterHe requested a phone conversation that included my step-motherHe stated he felt "both parties are at fault"The manager never called at the scheduled time to discuss with all parties This company insisted I was incorrect and at fault before reviewing the original requestThey would not allow me to listen to the original phone call requestThey would not allow me to review the original work orderBut, they asked to review my plumbing quote which I provided immediatelyThey never returned the scheduled phone call Since this is a water company I have no choice to take my service elsewhereThis company clearly knows customers don't have a choice, and can not do anything about it
Aqua’s position is that a back bill, for previously unbilled water service, resulting from faulty meter equipment, was issued In accordance with Ohio Administrative Code 4901:1-15-24, the company prorated the consumption based on the historical usage for this address 4901:1-15-Billing and billing adjustments C) If a meter is found to be inaccurate or an estimated bill is issued, the bill shall be based on average historical consumption during corresponding periods for that specific customerIf consumption history for the customer does not exist, the same system class average consumption shall be used http://codes.ohio.gov/oac/4901%3A1- An audit of accounts revealed several consecutive zero consumption bills for this address A field service representative was dispatched for immediate investigation During the field visit, it was determined that the meter dials were stuckThus, the meter readers were unable to obtain actual readings from the meterThe account continued to bill with the same reading each month In order to resolve the issue, the faulty meter was exchanged Since there was no way to obtain an actual reading from the meter, the removed meter reading was prorated at cubic ft per day based on past water consumption history A billing statement, in the amount of $ [redacted] , was mailed to the service address on March 27, This bill included service for days of service for the period May – February The reported consumption was 6,cubic ft (cf per day)This usage is equivalent to the average daily consumption for a household of two people (based on cf per day/per person) When the customer contacted the company on April 14, 2015, for a billing explanation, a company representative reviewed the billing and consumption history and explained the prorated usageThe representative also offered a payment arrangement on the total account balance $ [redacted] The customer declined the offer The account is currently eligible for a payment arrangementThe customer should contact Customer Service, Monday - Friday between the hours of 8:a.mand 5:p.m., to establish the payment arrangement In the future, if the customer receives a billing statement that does not include consumption charges, during a period when the property was occupied, the customer should contact the company immediately and request to have the meter read again In reference to the customer’s concern about penalties, there have been no penalties assessed to the account, since the back bill was issuedThe customer must pay all monthly bills in a timely manner to avoid penalties