Aquarius Utilities, LLC

Hello,
I am responding to a complaint from our customer, ID # [redacted].
This customer was invoiced for an Account Setup Charge on June 28, 2016. This is a tarriffed fee authorized by the Washington Utilities and Transportation Commission.  In the packet sent was also a Water...

Service Application (our contract, copy attached), information for her files, etc.  The Water Service Application clearly states the ASU Charge and also shows the waiving of a deposit (for homeowners).
The customer returned all paperwork by the due date, but did not pay the ASU Charge.  A lot of our customers will pay the ASU Charge with their first water bill so I was not concerned.
Towards the end of each year, our bookkeeper gives me a report with any outstanding invoices so that I can collect, as a part of preparing our books for our accountant.
The customer was on this list. I mailed the first request for payment on 11-11-16 (attached).  On 11-17-16, I received a very nasty phone message that her water bill has been paid.  I returned her call to explain the request was for the ASU Charge, not her water bill.  She has been complaining about having to pay this fee ever since. The second request (attached) was mailed on 1-9-17, as I had not received payment.
NEVER was this customer told the ASU Charge would be waived because they bought the home. What she was told is that the DEPOSIT is waived for homeowners.  Unfortunately, I have not been able to get the customer to understand this.
Her husband emailed me (attached) on 1-11-17 and paid the bill over the phone on 1-12-17.  He was very pleasant and I thought was thankful this months-long matter was finally over.
 
The attached paperwork proves my statement but does include identifying information about the customer.  I don't know how to show you that she is not being truthful without showing you our correspondence.
 
Thank you,
 
Sheila J[redacted]
Office Manager
Aquarius Utilities LLC
360-779-1565 x**