Alleghany County Public Works

Review: (Nature of complaint -- (# 2) Company has unethical collection practices) I moved to this address three months ago (May 1st was my move in date). I had to turn on our water and sewer by paying a connection fee and filling out information pertaining to my address for billing purposes. I was never told when water and sewer would need to be paid again nor how much the bill would be. In June, my water was turned off because the office stated that they had the wrong address number wrote down for my address therefore I did not receieve a bill stating how much I owed and when it was owed. Needless to say, I had to fill out paperwork and pay to have my water to be turned on again. I filled out everything that they required and it was turned back on a few days after payment was received. Then, after believing that everything was all settled with the office (meaning they changed the information that they had in their system for me and I would receive a bill around time it was due). This was not so. They never changed my information to the correct information, and they shut off my water again. It was just turned back on on June 24th. Therefore, my inforation should have been changed in their system, and I should have received a bill for this month stating when it was due and how much. This never happened; again it was sent to some other address and I am responsible (this is what the lady in billing stated to me). I do not understand how they can get away with treating people as if they are criminals. It is completely unfair. I would have paid everything if I had just received a bill the first time this happened last month and now, this month.Desired Settlement: I am only asking that they know how frustratiing and hulmiliating this is to have our water turned off without ever receiving a bill for it. Plus, I would like 2 months of free service for my water and sewer. I understand that I would have had to pay this bill regardless, it is just extremely wrong that they can turn off water and sewer without notifying me by either a phone call, warning letter, or even a knock on my door (the person whom turned it off didn't knock in June nor this month when [redacted] turned it off). Thank you for you time and consideration. Hopefully, something will come of this; either they change their practices such as offering warning letters, phone call, or a knock on the door, and possibly I receive two months of free service for mine and my family's suffering.

Business

Response:

We are in receipt of your correspondence dated 06 August 2013 regarding the above and offer the following. We take issue with only one portion of the "Customers Statement of the Problem ", that being their position the water and sewer service was turned off, " ... because the office stated that they had the wrong address number wrote down ... " The water and sewer service was disconnected because of failure to pay the bill prior to the established cutoff date. It is standard operating procedure for Alleghany County that the customer is responsible for paying their bill as due regardless of whether or not the monthly bill is received. Customers are advised of the billing cycle when the service is activated. If they do not receive their monthly bill, it is their responsibility to contact the Public Works Department prior to the cutoff date to make sure their bill is paid in full prior to the established cutoff date monthly. If you have any questions please contact me at ###-###-####. Respectfully, [redacted] Assistant County Administrator

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]