Beverly's Fabrics

When meter was removed on 11/10/the read was is line with previous reads The meter has not been tested yet We are waiting for the resultsI will contact customer once the meter has been tested

Per investigation by NJAW, Intuit has admitted the issue was on their end and has been corrected Customer's password was reset, on our end we have done all that we can doTom H [redacted] NJ American Water [redacted]

I spoke to [redacted] in reference to calls being disconnectedShe was able to reach a representative late yesterday who was able to answer her billing questionsI advised customer that we are in process of hiring more agents and that I will refer the problem of the disconnected calls over to the liasonCustomer satisfied

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is very satisfactory to meI am extremely thankful and grateful that this matter could be resolved and that the business recognized and accepted their fault

As of 12/6/repairs were made to the curb and retaining wall in the front yardTopsoil and seed were placed around the curb line and meter pitThe customer was informed that we will go back in April to put a fresh coat of topsoil and seedIn addition numerous calls have been made to set up an appointment with the customer to determine damage was done to the electric dog fence and irrigation lineThe contractor has called the customer times and also visited the property leaving door tags with the direct number to callAlso, the supervisor of the local office has left messages I also called two times, and [redacted] returned me call questioning why we needed to have appt set up and also to advise that we need to contact her husbandThat is the number we have been calling all along Without customer showing the contractor what repairs are needed, we cannot proceed with their requestUntil customer can meet with the contractor to show damage done, we cannot assist the customer

The customer may have utilized a service called “ [redacted] ” to pay/consolidate financial information and may have changed their password information and did not update [redacted] with the new password for Web Self Service [redacted] attempts to use a computer program to sign into their NJamwater account and pull information(every day at the same time) and they can resolve this by updating or cancelling their [redacted] account Company has reached out to the customer to correct the issue TH [redacted] /Customer Advocacy

I placed a call to this customer to advise that the collections department is refunding the balance of the money not applied to her New Jersey American Water bill to her via checkI could not leave a message because the mailbox is fullIf the customer calls she can reach me directly at *** [redacted] Selina K [redacted] /NJAW Customer Advocacy Tell us why here

This complaint came over on 11/6/15/I spoke with customer There was usage here for monthsAccording to the customer, even though the property was vacant, the house was for sale and being shown by a realtor The reads on this meter are actual reads, meaning usage has gone through this meter We are able to obtain reads as there is a device attached to the meter that allows us to obtain reads with no one being home The customer is still disputing the usage We pulled the meter for a meter testWe met the realtor at the property who witnessed us removing the meter for a test The results could take several weeks to get I reviewed this with the customer

Spoke with customer Explained that the Company needed to replace the meter due to a regulated periodic change Advised the customer that service may be discontinued if a customer fails to allow reasonable access for the meter change The reason for the shutoff was because the customer had not responded to five replace meter letters that were sent by mail to his home Customer stated that mail was not his preferred method of communication, and that we could have reached out by other means of communication He ignored the letters as junk mail and felt a phone call should have been made I advised that letters are our method of communication because there is a paper trail, and is a sure method of contact with the customer Based on his request, I made note that his preference of communication is by phone, but reminded him that letters will still be mailed for any contactWater was already turned on the morning of 6/22, and I waived the reconnection fee for the customer Customer is satisfied with the handling of the complaintCustomer Advocacy Rep was John T***

This was submitted previously as complaint #*** and has been resolved and closed*** should not have this 2nd complaint listed against us

I called and spoke to *** The reason the bill was so high was because we entered in the wrong meter reading for this account. Since the customer stated that the water was really never on I agreed to have all billing for this account reversed. I also sent her a follow up email to
confirm our conversation. Customer satisfied.Tell us why here

Please note the customer has requested correspondence in writing so I have not contacted the customer with a response. Reviewed accountCustomer's reads were actuals and she utilized web self service on 10/4/to end water service account and the service order for move out was worked on
10/6/and the water was turned off at the street and the final reading obtainedThe customer had a 1" meter which has a $monthly water service chargeThe size of the meter installed at a property is not determined by NJAW, but the builder of said property based on a questionnaire at time of building (# bathrooms, # fixtures, size of service line installed by customer that ties into company's service, etc.) The customer often had water usage charges that were less than the monthly service charge but that is the tariff on file with the regulatorsWhomever the property owner is had a reason for the size of the meters installed at this property - whether for transmission and distribution purposes or because of the size of the service line going into the building or because it had to feed a fire suppression system...any reason their contractor saw as pertinent when they made application for water service many years before this customer ever came on the scene in The billed charges are within the time frame of the complainant being a resident at this property as per the final bill.The charges stand and remain due and uncollected from the complainant

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Reviewed account with customerCustomer stated he tried to set up account for online banking to make paymentsI found no record of that request and advised the customer to try againCustomer also stated he went to *** in Cherry Hill NJ to try and make a paymentCustomer stated *** told
him they no longer accept NJ American Water payments. That is not correctOur Shared Services Dept followed up and all *** stores accept our payments. The customer then mailed in the payment which was not rec'd in timeThat is why the water was shut offAdvised customer to contact the Water Company if he has difficulties paying the billWe will always work with the customer and set up a payment plan and payment extension if neededSince customer's payment was late due to having to mail it, I did offer a one time credit of $for the reconnection fee the customer was charged

I spoke to *** in reference to calls being disconnectedShe was able to reach a representative late yesterday who was able to answer her billing questionsI advised customer that we are in process of hiring more agents and that I will refer the problem of the disconnected calls over to the
liasonCustomer satisfied

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated June 10, regarding the complaint filed by Alex KaganskiyPlease be advised that MsKaganskiy’s complaint relates to her experience with New Jersey American Water and does not involve AWRFurthermore,
MsKaganskiy is not enrolled in any of the protection programs offered by AWR.Please contact me with any questionsThank you for your time and consideration

[A default letter is provided here which indicates your acceptance of
the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is very satisfactory to meI am extremely thankful and grateful that this matter could be resolved and that the business recognized and accepted their fault

Complaint: ***
I am rejecting this response because:
I am not rejecting their response but there are only two choices - Accept or Reject.The complaint is still open because they have not tested the meter yet - so I do not want to select Accept because the issue has not yet been resolved.So, I accept that they are still working on it and I await their response after the meter has been tested.
Regards,
*** ***

Spoke with customer. Explained that the Company needed to replace the meter due to a regulated periodic change. Advised the customer that service may be discontinued if a customer fails to allow reasonable access for the meter change. The reason for the shutoff was because the
customer had not responded to five replace meter letters that were sent by mail to his home. Customer stated that mail was not his preferred method of communication, and that we could have reached out by other means of communication. He ignored the letters as junk mail and felt a phone call should have been made. I advised that letters are our method of communication because there is a paper trail, and is a sure method of contact with the customer. Based on his request, I made note that his preference of communication is by phone, but reminded him that letters will still be mailed for any contactWater was already turned on the morning of 6/22, and I waived the reconnection fee for the customer. Customer is satisfied with the handling of the complaint. Customer Advocacy Rep was John T***

Reviewed account and credited back the $reconnect fee. Customer has been advised of the credit and accepts.*** ***/NJ American Water