Bradley Machine Inc

Complaint: ***
I am rejecting this because minus my payment plan added into the bill is just $with that subtracted and the bill is still high the remaining bill is $367.00.The person who responsed to this is very unprofessional and needs to learn how to communicate without being rude,but this is to be expected of some of the employees Austin Energy hires.My payment plan has nothing to account for the rest of the $of my bill.APD can not do anything without proof.How can I be responsible for a meter it's not a rental property.If the case that the meter should be damaged,or has not been checked to see if it is faulty to change it out,and to just continue on charging a high fee,without considering checking the meter to see if needs to be changed out,is this the kind of poor treatment the customer has to endure.I don't need help paying a bill I just need my meter checked out to see if it's faulty.The smart meter is reporting high electricity usage,this is the issue
Regards
*** ***

In June *** ** *** Utilities received a water leak allowance request. It was originally denied since there was not any repair date provided with the request. It was reviewed again and denied since the consumption actually went up after the repair date.
July 21, a
Credit for $was processed for the Water service; no adjustment was processed for the wastewater based on the historical consumption
Wastewater averaging takes place during the late fall / winter months and determines a cap on the volume of wastewater you will be billed for each month for the next year.
Wastewater averaging is calculated from mid-Novto mid-Marwhen most of the water goes directly into the sanitary sewer system versus being used for outdoor watering
Wastewater Averaging Schedule
Find Your Averaging Period
Calculate Your Wastewater Average
Residential CustomersTo calculate your wastewater average you must have at least consecutive days of water use with a minimum of gallons used per billing period
If less than gallons is billed for two or more months of the averaging period, the wastewater average will be set at a default of 5,gallons

Complaint: ***
I am rejecting this response because:I made payments in August On August 1st I made a payment of $which was the amount due in August.Then I made a second payment of $on August 12.I did not have a past due balance in August.I planned on using the extra payment I made on August for a credit towards Sept bill.However the customer service reps kept telling me I could not apply it since a new bill was not generated at the time of payment.The was never applied to payment arrangement.My current arrange was a balance of $the payment I made of was deducted from my arrangement which is now I owe my but $ is still in limbo because I could not apply it to my September bill.There was no past due bill in August.My september bill forfieted because I only paid and wanted to use payment I made 9/but could not apply it.so my bill forfeited and they applied the to my remaining payment arrangement of but the has not been subtracted from this balance.
Regards,
*** ***

Austin Energy Representative spoke with Ms*** *** and she actually submitted her payment using the incorrect bank account information. Austin Energy confirmed with *** the third party agency that processes checks for us and the account Ms*** used and what she provided were
different. Ms*** was advised she is now cash only due to multiple returned payments
Historically, the customer has had returned payments since 2012. At this time we are unable to reverse any NSF fees due to the history of NSF payments on the account

Thank you for contacting City of Austin Utilities. We are always looking for opportunities to serve our customers and appreciate you taking the time to contact us
We apologize for the inconvenience you have experienced using our website. There is more than one way to pay your
statement. You can visit our website at *** and at the very bottom of the home page you will see a link labeled "Make a Quick Payment". This link will take you to a page that allows you to make a payment with an electronic check, ATM debit card with a Pulse, STAR or NYCO logo or Discover, MasterCard or Visa credit card or check card. This service is through a third party and as such has a fee of $per transaction
If you register your account online, you can pay by clicking the gray "Bill Payment Services" tab at the top of the page under the "Manage Accounts" tab. This tab allows you to pay with the above-mentioned methods as well as paying with a Bank Account eDebit. This is a free service
Customers of Austin Energy also have a variety of other payment options; they can mail their payment to Austin Energy, *** *** ***, Austin, Texas 78783-2267; pay at their local ***; or go to our Rosewood Zaragosa office at *** ***. There are payment locations at *** *** *** *** and *** *** *** *** where payments may be dropped off in a payment box.
We also provide the option to pay by telephone using our third party payment vendor *** *** at *** using a credit card or check. *** *** charges a separate fee per transaction. The maximum payment that can be made through the *** *** system is $1,000.00. If more than a $1,payment is necessary it will need to be set up in several payment transactions
If you have additional questions, you may also contact our Customer Care Contact Center at *** *** between the hours of 7:AM to 9:PM Monday through Friday, and from 9:AM to 1:PM on Saturday

Thank you for contacting City of Austin UtilitiesWe always appreciate customers taking the time to contact us with their requests and providing us the opportunity to continue to make ongoing improvements to better serve City of Austin citizensWe apologize for your inconvenience and delay in
addressing your utility account questions and concerns. You also had concerns about the City of Austin Utility Customer Care Contact Center hours. The City of Austin Utility Customer Care Contact Center is open between the hours of 7:AM to 9:PM Monday through Friday, and from 9:AM to 1:PM on Saturday. We apologize if you were disconnected during the automated process of transferring your call to an agent. Below is your ledger information to reflect the bill dates, current bill amount, current account balance, and service dates: Bill Date Transaction Type Current Amount Current Balance Service Dates From Date To Date 08-04-Pay Segment $-$05-26-Pay Segment $-$05-24-Bill Segment* $$21-Apr-23-May-05-24-Electric Late Payment Fee $$04-25-Bill Segment $$23-Mar-21-Apr-04-25-Electric Late Payment Fee $$04-18-Pay Segment $-$03-27-Bill Segment $$21-Feb-23-Mar-02-23-Bill Segment $$-24-Jan-21-Feb- On May 11, you requested to disconnect services on May 23, 2017. Your services were disconnected on May 23, as requested. Please keep in mind that when you disconnect services you will still have a final closing bill through the actual disconnection date * Your closing bill processed on May 24, for a total due of $ The payments that you referenced $and $have posted to your utility account. The remaining balance is currently $ Total Due $Payment $ Payment $ Total Due $ Please accept our apologies if this information was not properly addressed when you made your original inquiry. There is more than one way to pay your statement. You can visit our website at *** and at the very bottom of the home page you will see a link labeled "Make a Quick Payment". This link will take you to a page that allows you to make a payment with an electronic check, ATM debit card with a Pulse, STAR or NYCO logo or Discover, MasterCard or Visa credit card or check card. This service is through a third party and as such has a fee of $per transaction If you register your account online, you can pay by clicking the gray "Bill Payment Services" tab at the top of the page under the "Manage Accounts" tab. This tab allows you to pay with the above-mentioned methods as well as paying with a Bank Account eDebit. This is a free service Customers of Austin Energy also have a variety of other payment options; they can mail their payment to Austin Energy, *** *** *** *** *** ***; pay at their local HEB; or go to our Rosewood Zaragosa office at *** ***. There are payment locations at *** *** *** *** *** *** *** *** *** where payments may be dropped off in a payment box. We also provide the option to pay by telephone using our third party payment vendor Bill Matrix at *** using a credit card or check. Bill Matrix charges a separate fee per transaction. The maximum payment that can be made through the Bill Matrix system is $1,000.00. If more than a $1,payment is necessary it will need to be set up in several payment transactions Thank you again for contacting the City of Austin. We appreciate our customers taking the time to bring their concerns to our attention. If you have any additional questions or concerns please contact Ms*** *** at *** *** or by email *** and I will be happy to discuss your concerns at your convenienceIf you have additional questions, you may also contact our Customer Care Contact Center between the hours of 7:AM to 9:PM Monday through Friday, and from 9:AM to 1:PM on SaturdaySincerely, *** *** Customer Service Supervisor Austin Energy City of Austin Customer Care Phone: (512) 494-Outside Austin call -toll-free: (888) 340-TDD: (512) 505- Email: [email protected] Online Customer Care Website: https://www.coautilities.com

On July 29, Ms*** was contacted on behalf of Council Member Kitchen’s office and the Revdex.com (Revdex.com) and she is still disputing the tampering on her electric meter during the timeframe when she was disconnected for Non-Payment (DNP). She has requested an administrative hearing to dispute the tampering. A 20-day delay in her credit review date has been added to her account to allow the administrative review for tampering to be completed and to get the Administrative Hearing Packet to her to fill out and turn back into us. Ms*** was also provided with direct contact information in the event she has additional questions

Complaint: ***
I am rejecting this response because:First off, they're attempting to double-speak their way past the issue, which is that I requested exemption from the street service fee five years ago and told flat out that everybody has to pay it, regardless of anything, not that there's a process or rules to how to do it, but that that there's no choice in the matter. Now I'm being told something different, which means that they lied in order to make more money, which is FRAUDI might also add that since they are a monopoly, they feel they can charge everybody for anything they want and get away with itIn addition, they have have now charged me with months past charges for Anti-litter because of their mistake, but they can do that, but they can't give me credit for their mistake for lying to me about the street serviceI guess everything works in their favor because they run their business like a cartel and should be investigated by the state's attorneyMY new bill just came and now I'm being charged for kWh in days when the meter was off, so how do they know? I keep records of my usage and during this period, I average 6-kWh per day, so where does this number come from? I'm on disability now and my bill just doubled, which I cannot pay and will not pay until I'm reimbursed for the fraud they've perpetuated and continue to practicePlease help
Regards,
*** ***

The payment has applied to your account and is reflected in your balance. The payment is not applied to a specific bill it is applied to the total balance due on the account. The $payment posted to your account over days ago on August 12,

Payment arrangements are not offered on inactive accounts. Once an account is closed a closing bill is processed for the total balance due
Austin Energy is only able to provide service to one customer per premise/specific address, once a new customer moves into the property the services
would be established in the new tenants name closing the previous account
Accounts are sent to collections after there is a balance past days from the termination date of services. Even though you do not have an account you can still make periodic payments to the account in order to pay the total balance. If the balance is paid within the days the account will not be turned over to collections
You can conveniently make payments online with not fee at our Online Customer Care Site *** if it is processed through a checking or savings account. You can also call in a phone payment to *** *** fees will be applicable

Complaint: 1***
I am rejecting this response because:I DO NOT have access to the meter, I am a renter at an apartment complexI also called Cardonnay twice and left two voice mails with no response! This complaint was filed on and my service was shut off and turned back on the same day, which was 4.22.16. Who is responsible for the so called "meter tampering?" The meter is a part of Creek Village ApartmentsI did not "tamper" with anythingI contacted my apartment complex and The City of Austin when my electricity was turned offThat is allThis "tampering " is ridiculousNot to mention, there was NO investigation as no one spoke to me about this erroneous accusationThe city of Austin just placed the charge in my account. Please se credit my account and AT LEAST investigate this properly! Thank you!
Regards,
*** ***

When you agreed to the payment aarrangement you are responsible for paying your monthly charges plus your payment agreement installment. Your payment agreement installment was $45.00. You were only paying the $and not the monthly bill plus the $45.00. This is why your
payment agreement defaulted. Due to the insufficient funds payment you are no longer eligible for a payment arrangement. The total balance must be paid.
Please review your bill each month and it will tell you how much to pay. When you are on a payment agreement it will also include the payment installment amount in the total amount due.
As requested the "Right of confidentiality of personal information" was sent to you by regular mail as you also requested
The inability to pay your balance is not grounds for a hearing

Complaint: ***
I am rejecting this response because: It is inaccurateThe company stated that my reading was correct and that because I kept my thermostat at 76-78, that accounted for the price hikeI stated that when I was at home for one week out of the month, my thermostat was on the usual 76-78, but when I was gone the other weeks it was shut off, as well as all of my appliances with the exception of my refrigeratorAgain, their response is not satisfactorily answering why my bill is double when I was only home for one week vs it being half of that when I was at home the month before for weeks, nor were the other bills from April onward this high.I am not receiving a satisfactory answer that explains why week of minimal energy usage ran me over 100.00, and the November and December bill just doesn't jive.I've lived at the same location for years with the same habits and occupants and with my bill being approximately the same every winter/summer and it has NEVER been this amount before,(it's times the amount) and I'm using less now because of appliances not working(washer and dryer)Again, I feel this company is not being truthful and I have no way to disprove them
Regards,
*** ***

Complaint: ***
I am rejecting this response because: They did not send the final bills as indicated All my mail was forwarded and I never received them Their claim is inaccurate
Regards,
*** ***

This is a weatherization customer whose home had repairs that needed to be made outside the scope of the program. The customer claims that the damage is from the contractor performing the weatherization work. The contractor claims that they repaired the damage they did and what is left was already present. Since Austin Energy Weatherization program does not have photos to support either of the claims we referred the customer to one of our home repair coalition partners. Austin Energy arranged for American Youthworks to repair the damage. They met with the customer, assessed the damage, and then did not return to do the repairs. Austin Energy tried several times to get American Youthworks out there, but was not successful. Austin Energy is planning to have another agency repair the home as quickly as possible. The weatherization program coordinators have been in contact with the customer’s daughter to give her updates on the process. For any additional questions please feel free to contact *** *** *** Energy Efficiency Services Manager, Energy Efficiency Services with Austin Energy directly at *** ***

A water leak adjustment request was submitted due to a water leak on the customer's property in September 2015.  A credit was applied to the account since the water leak was repaired.  All of the information has been sent to the customer. He has also come into Austin Energy Utility Walk-In...

and this was also explained to him in person.  Customers are allowed to have one water leak adjustment request per year.

Thank you for contacting City of Austin Utilities. We always appreciate customers taking the time to contact us with their requests and providing us the opportunity to continue to make ongoing improvements to better serve City of Austin citizens. The utilities were disconnected on...

08-13-2012.  The only payment received in 2012 was returned for insufficient funds (NSF).  There were several notices that were sent to the mailing address on file and we did not receive any response. You can visit one of our City of Austin Utilities walk-in locations and they will provide you with the copies of the past due bills.   City of Austin Utilities / Austin Energy is a municipality and is not permitted to write off debt according to the Texas Constitution.   Since City of Austin Utilities / Austin Energy is a municipality and is not permitted to write off debt according to the Texas Constitution:   Article 3. Sec. 55 Release or extinguishment of indebtedness to state, county, subdivision, or municipal corporation. The Legislature shall have no power to release or extinguish, or to authorize the releasing or extinguishing, in whole or in part, the indebtedness, liability or obligation of any corporation or individual, to this State or to any county or defined subdivision thereof, or other municipal corporation therein, except delinquent taxes which have been due for a period of at least ten years.                 (Amended Nov. 8, 1932.)   We apologize for any inconvenience that this may have caused.   There is more than one way to pay your statement.  You can visit our website at www.[redacted].com and at the very bottom of the home page you will see a link labeled "Make a Quick Payment".  This link will take you to a page that allows you to make a payment with an electronic check, ATM debit card with a Pulse, STAR or NYCO logo or Discover, MasterCard or Visa credit card or check card.  This service is through a third party and as such has a fee of $4.95 per transaction.   If you register your account online, you can pay by clicking the gray "Bill Payment Services" tab at the top of the page under the "Manage Accounts" tab.  This tab allows you to pay with the above-mentioned methods as well as paying with a Bank Account eDebit.  This is a free service.   Customers of Austin Energy also have a variety of other payment options; they can mail their payment to Austin Energy, P.O. Box 2267, Austin, Texas 78783-2267; pay at their local HEB; or go to our Rosewood Zaragosa office at [redacted]  There are payment locations at [redacted] Road where payments may be dropped off in a payment box.    We also provide the option to pay by telephone using our third party payment vendor [redacted] at 1-[redacted] using a credit card or check.  [redacted] charges a separate fee per transaction.  The maximum payment that can be made through the [redacted] system is $1,**0.**.  If more than a $1,**0.** payment is necessary it will need to be set up in several payment transactions. Thank you again for contacting the City of Austin.  We appreciate our customers taking the time to bring their concerns to our attention.  If you have any additional questions or concerns please contact Ms. [redacted] at ([redacted] or by email [redacted]@austinenergy.com and I be happy to discuss your concerns at your convenience. If you have additional questions, you may also contact our Customer Care Contact Center between the hours of 7:** AM to 9:** PM Monday through Friday, and from 9:** AM to 1:** PM on Saturday. Sincerely,   [redacted] Customer Service Supervisor Austin Energy     City of Austin Customer Care Phone: ([redacted] Outside Austin call -toll-free: ([redacted] TDD: ([redacted]   Email: [redacted].com   Online Customer Care Website:  https://www.[redacted].com

Thank you for your inquiry call to the Revdex.com ID [redacted] regarding concerns about your City of Austin Utilities account.  We always appreciate customers taking the time to contact us with their requests and providing us the opportunity to continue to make ongoing improvements...

to better serve City of Austin citizens.
The below are the findings of the Water Administrative Review:
 
Water Administrative Review
 
Account Number                    [redacted]
Service Address                      7304 BURNET RD, AUSTIN, TRAVIS, TX, 78757
Dates of Service                      02-16-1993 - Current
Bill Period in Question           December 2016 - Current      
 
2016-2017
03-09-2017
19.000000
6001.000000
Water Meter Investigation/ No leaks found at meter
02-09-2017
15.000000
5982.000000
01-12-2017
176.000000
5967.000000
12-12-2016
15.000000
5791.000000
11-09-2016
17.000000
5776.000000
2015-2016
03-11-2016
22.000000
5534.000000
02-17-2016
3.000000
5512.000000
Water meter re-read / Verified read
02-10-2016
22.000000
5509.000000
01-15-2016
4.000000
5487.000000
Water meter re-read / Verified read
01-12-2016
332.000000
5483.000000
12-10-2015
19.000000
5151.000000
11-10-2015
71.000000
5132.000000
2014-2015
03-13-2015
10.000000
4973.000000
02-11-2015
10.000000
4963.000000
01-14-2015
14.000000
4953.000000
12-12-2014
9.000000
4939.000000
11-13-2014
13.000000
4930.000000
 
Summary of Administrative Review
·         Usage and billing  is correct based on verified reads
·         Multiple field activities reflects no misreads since the water meter reads are all sequentially in-line
·         High water consumption was experienced around the same time last year
·         Water Meter Investigation indicates no leak at the meter
 
We are committed to helping resolve your issue.  I can be contacted directly at [redacted] or by email at [redacted]  should you have any additional questions or concerns.  I will be happy to visit with you at your convenience.
Thank you again for contacting the City of Austin. 
 
[redacted]
Customer Service Supervisor
Austin Energy

ADMINISTRATIVE REVIEW
WATER HIGH CONSUMPTIONAccount number:  [redacted] Service address: [redacted]Phone number: [redacted]Dates of service: 6-17-2013Bill period in question: Customer is disputing consistently high usage for yearsResearch• 8/15/16 – Water...

Leak Investigation completed  - no leaks found (read 6294 4, 000 gal)7/08/16 - 8/8/16 =   21, 000 gal6/07/16 - 7/08/16 = 22, 200 gal5/06/16 - 6/07/16 = 20, 100 gal7/08/15 - 8/07/15 = 43, 300 gal6/08/15 - 7/08/15 = 11, 700 gal5/05/15 - 6/08/15 = 18, 200 gal7/10/14 - 8/08/14 = 4, 800 gal6/09/14 - 7/10/14 = 4, 800 gal5/08/14 - 6/09/14 = 3, 400 galSummary of Administrative ReviewUsage and billing is correct based on verified reads. Reads are sequentially in line based on historical usage.  [redacted] Utilities is responsible for delivery of the service and to make sure that the equipment is working properly.  A water leak check was conducted on August 15, 2016 and it was determined that the water meter is working properly and there was not a leak detected at the meter.  Austin Water is responsible for maintaining and replacing water mains throughout the service area. Property owners are responsible for the service lines past the meter (private side) and internal plumbing.
Mr. [redacted] would be responsible for any water usage past the meter.  If there is leak detected and repaired on the property Mr. [redacted] can apply for a water leak allowance.  Contact Customer Care ([redacted] within 90 days of leak repair.  The following will be required to apply for a water leak allowance:
o  A copy of the repair receipt or paid in full invoice
o  Your Austin Water account number
o  The property address where the repair took place
o  Range of high bill dates caused by the leak
o  The date and description of the repair

When you made your payment the session had timed out and then the second payment was submitted.If a customers’ browser times out, they may not see the confirmation window.  If the payment went through, the customer will still receive an email receipt (if they entered their email address) and it...

will show up on our end under the Transaction Report.  If the customer accidently makes a second payment and requests a refund, the process will depend on how much time has passed since the payment was made.·         If it is still the same day of the transaction, before 5pm, refer the customer to PayLeap Customer Service at 1-877-472-9532 to void the payment.·         If it is later, the payment will be applied to the CC&B account.  After the payment applies to the account, if there is a credit, it can be refunded.  You’ll submit a Billing Payment Research Request.  The refund will be processed as a check to arrive in 7-14 days.Your refund was processed 08-06-2015 CBR #[redacted] in the amount of $ [redacted] **  [redacted]We apologize for any inconvenience that this may have caused.