Ambler Borough Water Department

Review: The Ambler Dept. of Water and Power in Ambler, PA do not answer their phone or return messages. I needed my Water Bill as I did not receive one in the mail and I called to get the amount owed and date and account number. I wanted to pay before they charge a late fee. I never heard back from them. When I did get the reception she threatened me. All I asked her was why no one returns messages or picks up the phone. Very unprofessional. They still have not returned my call and I will be getting a late fee charged and I don't know what to do. Please help!!!Desired Settlement: Please contact this business to resolve this.

Business

Response:

June 26, 2014Dear Revdex.com,Here is what we know of the complaint filed on 6/17/14.On 6/16/14 the complaintant left a message in the general voice mail system with the Ambler Water Department. On this day the water clerk handling the voice messages had to leave for a family emergency and was unable to return the calls left on that extension. On the following morning of 6/17/14 all of the calls were retrieved for follow up. Among the messages retrieved, was the complaintants message along with 22 other messages. The complaintant did not leave a detailed message. The message only stated that they “live in the ambler area” with a name and phone number.During the early morning of 6/17/14 the receptionist contacted the water department to inform us that she was transferring a phone call to our department and the customer was very irrate and verbally abusive to her. The call was put through and upon speaking with the customer she only requested her current balance due and account number, which was provided. At no point during this call was there any mention of previous phone calls made to our office or seem upset. It was later that our department learned that she had initially contacted the police department on the morning of 6/17/14 to make a complaint. The PD then transferred the complaintant to the front office receptionist, and at this point became irrate and verbally abusive with her as she couldn’t provide the complaintant with answers to her questions.In review of the complaintants file it shows that the account was paid in full on 6/18/14 and no late charges were ever assessed to her account. The bill due date was 6/24/14.We are a small company that provides water, sewer & trash services to residents in and around our municipality. We value every customer and respond to them in a timely manner. We could not forsee or plan for the emergent situation with the water employee. We hope that you understand our position regarding this matter.Sincerely,