Bradley Machine Inc

Complaint: [redacted]
I am rejecting this response because:The explanation of my water leak adjustment was not explained thoroughly to me at any time. Please disprove this with a record of that conversation. It was also never explained to me in person, that is a lie. My walk in to the physical location was about a confusion created by your billing department 2 months before the adjustment was even created for my 2015 water leak. In addition, the explanation I was given in the walk in situation was incorrect for my problem at the time, and the action I took because of that information created penalties I had to deal with later. What you have just recorded as a response is a lie and should be treated as such.What you have given as a response is incorrect and misleading. I have ordered a 12 month audit of my account with a supervisor last week because I fully believe your billing department is either intentionally mishandling accounts, or incompetent, neither of which are acceptable.
Regards,
[redacted]

Austin Energy reviewed the calls and log notes regarding the utility account and there was not any request to disconnect services with the utility company until May 2016.  We do understand that you were evicted from the property; however, no one notified Austin Energy to disconnect the...

utility services.  Please refer to your previous property management to see if they are willing to work something out with you.

The auto-pay stopped when the account was closed in error.  [redacted] Utilities has recalled the information from collections and a copy of the email was sent to you for your personal records.  We apologize for any inconvenience that this may have caused.

The refund was processed and mailed to the customer on November 14, 2017.

Revdex.com ID [redacted]CUSTOMER EXPERIENCE INFORMATION Customer Information:  [redacted] Daytime Phone: [redacted] Evening Phone: [redacted] E-mail: [redacted] The details of this matter are as...

follows:  Complaint Involves:  Billing or Collection Issues Customer’s Statement of the Problem:  My complaint is in regards to billing/payment issue.  On August 12 ,I made a payment of $55.00 dollars with my credit card using bill matrix.  I wanted to have an advance credit before my September bill was due. The total of my full bill is $396.46,on the 9/1 .I paid 341.46 thinking I could have my $55 00 payment to be me counted for the remaining balance. When I called the [redacted] to straighten out this.I was told by a customer service I would still.have to pay $55.00 dollars,because that was paid before the bill generated. I would like to please have that $55.00 dollars applied to my account for this month,or refunded to my credit card if it can not be applied to my bill.Because I already paid $55.00 dollars and have to still pay ???.What about the 55.00 they already got early???.. Complaint Background: Product/Service: Payment/billing Purchase Date: 8/12/2017 Problem Occurred: 9/5/2017 Model:  Account Number: [redacted] Order Number: [redacted] Talked to Company: 9/5/2017 Name of Salesperson:   Purchase Price: $55.00 Disputed Amount: $55.00 Desired Settlement: I would like my credit.applied to my Austin energy account of $55 00 I paid in advance on August 12,,or refunded back the $55.00 if I still have to pay a second $55.00. Resolution: The payment of $55.00 posted toward the past due balance on the account on August 12, 2017.  The payment was applied to your payment arrangement.

Complaint: [redacted]
I...

am rejecting this response because:
Regards,This doesn't address the refund that I'm owed for part over charges due to their error in charging me the business rate for green choice when I'm a residential customer. This activity is becoming more and more suspicious.
[redacted]

Revdex.com ID [redacted]
Customer Information:[redacted]  [redacted] **  [redacted]Daytime Phone: [redacted]E-mail: [redacted]The details of this matter are as follows:Complaint Involves:Billing or Collection Issues Customer’s Statement of the...

Problem:Five years ago, upon receiving my first bill from City of Austin, I complained that I had to pay for "Street Service" because I do not own a car, that I walk everywhere, why should I have to pay for maintenance of streets? I was told by the City of Austin employee that "it doesn't matter, everybody has to pay for it." The employee was rude and dismissive, as if my concerns meant nothing. I recently called them again to complain about back-billing me for 6 months of "anti-litter, etc." (another thing I shouldn't have to pay for, since I don't litter) and when I mentioned the condition of sidewalks as an aside because I walk everywhere, I was asked if I would like to be exempt from paying for street service (which, I was told, is not something they advertise, they only offer it to people who do not own a vehicle & who complain). I told her I complained about having to pay it 5 years ago and was told it doesn't matter. I have now overpaid the City of Austin a total of 339.57 for "street service" after I should have been exempted out of it. Not including my next bill for 8.76, which brings the total to 348.33 US dollars. Having exemptions from certain things and not telling people about it is nothing short of outright THEFT.
Complaint Background:Product/Service: ElectricityPurchase Date: 5/29/2012Problem Occurred: 6/22/2012Account Number: [redacted]Talked to Company: 6/29/2012Disputed Amount: $348.33 Desired Settlement:   Three hundred forty-eight dollars and thirty-three cents ($348.33) in the form of a cashier's check within the next thirty (30) days. Also, they should be required to include, with each and every bill, special exemptions of this and any other type, so that people who are exempt from certain aspects of their services are made aware of it. Having exemptions from certain things and not telling people about it is nothing short of outright THEFT.
Resolution:
After Investigating the account your concerns were originally about “Anti-Litter Fee” and it was explained at that time that the “Anti-Litter Fee” is assessed to all customers that have City of Austin Utilities.  All residents in Austin, including single-family homes and apartment and condo dwellers, also pay a monthly Clean Community Fee, previously the Anti-Litter Fee, for services that keep Austin clean and enhance the livability of our neighborhoods and the downtown area.  The Clean Community Fee also covers the enforcement of some City codes.  This fee is not eligible for exemption.
The Transportation User Fee (TUF) supports the maintenance and repair of the City's street system such as pothole repair, street resurfacing, and street construction. Customers who are listed as the primary account holder and are at least 65 years of age or older and/or customers who do not own/drive a vehicle may request to be exempt from paying the Transportation User Fee. 
The Transportation User Fee supports the maintenance and repair of the City's street system such as pothole repair, street resurfacing, and street construction. Customers who are listed as the primary account holder and are at least 65 years of age or older and/or customers who do not own/drive a vehicle may request to be exempt from paying the Transportation User Fee.
The Transportation User Fee can be exempt from the date of the request; however, it cannot be credited back retroactively prior to the request of the Transportation User Fee exemption.
The text for the Transportation User Fee and the exemption are found in 14-10 of the Austin City Code as follows:
CHAPTER 14-10. - TRANSPORTATION USER FEE.
§ 14-10-1 - DEFINITIONS.
(A)  In this chapter:
(1)  BENEFITTED PROPERTY means:
(a) a residence;
(B) a business; or
(c) a lot or parcel on which improvements have been constructed and that generates motor vehicle trips.
(2)  DIRECTOR means the director of the Public Works Department.
(3)  MOTOR VEHICLE TRIP means each departure from and each arrival to a property by a motor vehicle.
(4)  TRANSPORTATION USER FEE means the fee established by this chapter.
(5)  TRANSPORTATION SYSTEM means:
(a) the structures, traffic controls, streets, rights-of-way, bridges, alleys, and other facilities that are dedicated to the use of vehicular traffic, and accessory pedestrian facilities such as sidewalks; and
(b) the acquisition, construction, operation, administration, repair, maintenance, improvement, and extension of those facilities.
(6)  TRIP FACTOR means the number of trips per acre per day assumed for a developed use divided by 40 and rounded up to the nearest tenth.
(7)  USER means the person who is responsible for the payment of charges on a City utility meter for a benefitted property.
(B)  In this chapter:
(1)  Uses of property have the same meanings they have in Article 1 (Zoning Uses) of Subchapter A (Zoning Uses, Districts, and Maps) of Chapter 25-2 (Zoning Uses, Districts, and Maps), except that the description of a use does not exclude a use included in a more specific category.
(2)  A residential use includes any use described in Section 25-2-3 (Residential Uses Described).
(3)  A non-residential use includes any use described in Article 1 (Zoning Uses) of Subchapter A (Zoning Uses, Districts, and Maps) of Chapter 25-2 (Zoning Uses, Districts, and Maps), other than the uses described in Section 25-2-3 (Residential Uses Described).
Source: 1992 Code Section 15-6-1; Ord. 031204-12; Ord. 031211-11.
(The exemption for non-motorists is listed under 14-10-14(D) (1).)
§ 14-10-14 - EXEMPTIONS.
(A)  This chapter does not apply to the state, a county, an independent school district, or a public institution of higher education.
(B)  This chapter does not apply to a property that is vacant.  The director may adopt any reasonable method to determine whether a property is vacant.
(C)  This chapter does not apply to a property that is used only for off-street parking.
(D)  A user of a residential property may apply for and receive an exemption from this chapter if:
(1) the user does not own or regularly use a private motor vehicle for transportation; or
(2) the user is 65 years of age or older.
(E)  A user entitled to an exemption under this section must notify the director of the applicable exemption.  A fee paid before the director is notified of an exemption may not be refunded.
Source: 1992 Code Section 15-6-14; Ord. 031204-12; Ord. 031211-11; Ord. 040902-40.
Your account is not coded as exempt from the Transportation User Fee.  We apologize for any inconvenience that you may have experienced.
[redacted], Customer Service Supervisor with City of Austin Utilities / Austin Energy (AE) can be contacted directly at [redacted] or by email at [redacted]  should you continue to have questions or concerns for City of Austin Utilities.

Resolution:A water leak investigation was completed on the following dates:10-27-2015 – Results indicated no leak at the meter.  Possible water leak on the customer side/ on property11-10-2015 - Results indicated no leak at the meter.  A note was left for the customer.Customer may have...

leak on the property.  No water leaks were found while the customer owned the property so there was no adjustment warranted.  A customer is responsible for repairing possible leaks on the property.

Resolution:
Account Number: [redacted]
Customer Name: [redacted]
Address: [redacted]
Service Date: 04-15-2015 to Present
Dispute Period: 05-26-2016
Social Security Number:  [redacted]
Phone Number: [redacted]...

                                        ...⇄
Research
04-19-2016 FA ID: [redacted] Leave 24 Hour Notice (Cut for Nonpay)
04-22-2016 FA ID: [redacted] Disconnect for Non-Pay
04-22-2016 FA ID: [redacted] Reconnect
05-26-2016 FA ID: [redacted] Tampering Service Investigation (found meter with broken test seal)
05-26-2016 FA ID: [redacted] Exchange Meter
 
Customer was disconnected for non-payment, upon reconnect found meter on with no test seal.  Meter required exchanging.  [redacted] was responsible for meter during the disputed timeframe with active an account.
 
Summary of Administrative Review
Charge $258.13 for electric meter tampering.   Responsible party is [redacted] account number [redacted].
 
Messages were left for Ms. [redacted] on June 16, 2016 and June 17, 2016.
 
Ms. [redacted] contacted City of Austin Utilities Customer Contact Center on June 20, 2016 and the tampering information was discussed with her.
 
A letter with direct contact information was sent to Ms. [redacted] on June 17, 2016 since representatives were unable to reach her by phone.
 
Ms. [redacted] can request an Administrative Hearing in writing by submitting the request to [email protected]

Complaint[redacted]
I am rejecting this response because: It is still pending due to the form I filled out and submitted today to :[redacted]
[redacted]
[redacted]  for an Administrative Hearing and the date of the hearing is to follow. The Administrative Hearing Request form is attached. Note: [redacted] with the Client Relations Escalation group has been a huge help in this process.
Regards,
[redacted]

Resolution: Your deposit was mailed on February 23, 2018 for the amount $120.68.   According to the Austin City Comptroller the check was issued on February 23, 2018 and is still outstanding (not cashed) as of 03/31/18.  We are only able to cancel and re-issue the check 60-days from the...

original issued date.  We will be able to cancel and re-issue the deposit refund check on April 23, 2018.  The forwarding address provided on file is [redacted].   If the check has not cleared Austin City Comptroller by April 23, 2018 we will issue another check and send it to the forwarding address provided on the utility account.   We apologize for any inconvenience that this may have caused.   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 (512) 972.7706 or by email [redacted] 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 7:00 AM to 9:00 PM Monday through Friday, and from 9:00 AM to 1:00 PM on Saturday.     Sincerely,   [redacted] Customer Service Supervisor Austin Energy     City of Austin Customer Care Phone: (512) 494-9400 Outside Austin call -toll-free: (888) 340-6465 TDD: (512) 505-3634   Email: [email protected]   Online Customer Care Website:  https://www.coautilities.com Tell us why here...

Complaint: [redacted]
I am rejecting this response because:First things first. My name is [redacted] not Dowing. I was contacted by a representative with Austin Energy. They
claimed that after an investigation, “by them”, that there was nothing wrong
with the meter. I doubt there was no bias employed during the investigation to
the correctness of the meter. It is also interesting that the hundreds of other
people who were overcharge received the same excuse by Austin Energy. I do not own a pool yet the amount of water they are
charging me for would have filled nearly two of them. I do not use a sprinkler system
and if they came by residence, during the time when they claim I used the 32000
plus gallons of water, the dead grass in the front yard would have proved that
to them. My job keeps me extremely busy and I do not have the time to
go down to Austin Energy. I believe that even if I “scheduled a hearing” that regardless
of the evidence that I presented to them that they would just regurgitate the same
excuse that they have been giving me for the past 4 months. That the meter says
this so you have to pay it. 
Regards,
[redacted]

Administrative Review FindingsAccount Number  3659833522 Service Address 5350 BURNET RD Unit 333Phone Number 512-865-0955Dates of Service 8/20/14- 9/1/15Bill Period in Question MAY, JUNE, JULY 2015• DAILY READS AND THIS WAS VERIFIED IN AMR AND UTILINET• METER IS TRANSMITTING...

DAILY READS AND THEY HAVE BEEN VERIFIED• USAGE INDICATE S THAT CONSUMPTION WAS USED DURING CUSTOMERS ABSENCE Monthly Consumption KWH (Electric usage):5/13/15-6/12/15 = 439 KWH6/12/15-7/14/15 = 662 KWH7/14/15-8/13/15 = 601 KWH Daily usage from 6/24/15 – 8/4/2015Date                      Daily Read          Daily kWh           High Temp          Low Temp8/4/2015              40827                   19                                           100                         778/3/2015              40808                    19                                       ...⇄ 99                           758/2/2015              40789                    20                                       ...⇄ 100                         758/1/2015              40768                    19                                       ...⇄ 99                           737/31/2015            40749                    18                                       ...⇄ 102                         787/30/2015            40731                    19                                       ...⇄ 101                         757/29/2015            40712                    18                                       ...⇄ 101                         767/28/2015            40694                    17                                       ...⇄ 100                         777/27/2015            40676                    17                                       ...⇄ 100                         777/26/2015            40659                    17                                       ...⇄  98                          767/25/2015            40642                    17                                       ...⇄ 98                           757/24/2015            40625                   17                                       ...⇄ 99                           777/23/2015            40608                    17                                       ...⇄ 99                           777/22/2015            40590                    17                                       ...⇄ 97                           777/21/2015            40573                    18                                       ...⇄ 97                           757/20/2015            40556                    21                                       ...⇄ 97                           747/19/2015            40534                    25                                       ...⇄ 97                           767/18/2015            40509                    25                                       ...⇄ 98                           777/17/2015            40484                    28                                       ...⇄ 96                           767/16/2015            40457                    12                                       ...⇄ 95                           747/15/2015            40445                    3                                       �...⇄ 95                           757/14/2015            40441                    3                                       �...⇄ 97                           747/13/2015            40438                    3                                       �...⇄ 96                           757/12/2015            40435                    3                                       �...⇄ 94                           747/11/2015            40432                    17                                           93                           737/10/2015            40415                    32                                       ...⇄ 94                           747/9/2015              40383                    34                                       ...⇄ 93                           767/8/2015              40349                    34                                       ...⇄ 91                           787/7/2015              40315                    34                                       ...⇄ 91                           787/6/2015              40281                    34                                       ...⇄ 91                            777/5/2015              40247                    34                                       ...⇄ 91                           767/4/2015              40212                    34                                       ...⇄ 92                           767/3/2015              40178                    33                                       ...⇄ 91                           767/2/2015              40144                    29                                       ...⇄ 91                           707/1/2015              40116                    29                                       ...⇄ 91                            716/30/2015            40087                    20                                       ...⇄ 94                           736/29/2015            40067                    18                                       ...⇄ 93                           746/28/2015            40049                    15                                       ...⇄ 91                           736/27/2015            40033                    17                                       ...⇄ 91                            746/26/2015            40016                    19                                       ...⇄ 93                           766/25/2015            39997                    20                                       ...⇄ 93                           736/24/2015            39977                    15                                       ...⇄ 92                           74Summary of Administrative Review• USAGE AND BILLING  IS CORRECT BASED ON VERIFIED READS • INCREASE IN CONSUMPTION SEEMS TO BE INDICATIVE  OF INCREASE IN WARMER TEMPERATURESThe customer’s account daily usage has been reviewed and has been verified to be correct.  The billing properly reflects the monthly reads.

[redacted]Service Address: 12114 GREY ROCK LNAustin Energy representative spoke with [redacted] on October 15, 2015.  The representative read results of Administrative Review with customer.  Advised that the Water Meter re-read and water leak investigation indicated that the Water...

Meter reads are in line and there is no evidence of a water leak at meter.  Mr. Dowing claimed that the service address has sprinkler system that is not in use at this time due to malfunctioning.  He states that he does not have a pool on premise.  Mr. Dowing does not agree with results of the Administrative Review and requests a Hearing.  The representative advised him that a written request would need to be submitted to request a hearing.  Mr. Dowing was at work and did not wish to take the Hearing information at that time.

Complaint: [redacted]
I am rejecting this response because:I do not have time nor should I have to come in and resolve Austin Energy's mistake. The evidence is clear that this is a city wide problem. It is no coincidence that hundreds of people experienced the same problem, in the same month, that I did. Either these bills are being deliberately modified or there is something really messed up with the meters. I have already spoken with representatives with Austin Energy. They cannot explain explain the spike (By 5 times the normal amount) in the water usage. They agree it does not coincide with what I normally use and it was just a sudden unexplainable spike. If Austin Energy cannot explain why these ridiculous readings are being read they should not be charging me for them.Since either the equipment or the readers of it are malfunctioning the only bill I will accept is one for my normal/average usage (which excludes this sudden spike in usage).
Regards,
[redacted]

The refund check for $590.28 was mailed to the customer to the billing address listed on the account on 7.17.15.

Complaint: [redacted]
I am rejecting this response because:The amount Austin Utilities claims I owe is $254.96 as shown on page 2 their response (attached) as billed on 9/16/2011.  As shown on page 3 of this attachment, my bank statement shows that amount was paid on 9/27/2011.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Since this happened just prior to the sale of the property, and has continued after the sale, the City of Austin has not defined which "customer" they are holding blameless.  They have also been unclear about which "side" of the property they suspect a leak on.
Regards,
[redacted]

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 payments made were processed accordingly. ...

The payments were applied to the account that was provided.  The account you provided was closed on 12-30-2011.  There are several payments that posted to the account you provided.  Payments: 01-17-2012  $107.76  11-03-2011  $232.33  09-06-2011 $-410.72      08-03-2011  $-591.61  Billing: [redacted], [redacted]  Complete  01-03-2012  01-20-2012  $70.41  [redacted], [redacted]  Complete  12-20-2011  01-06-2012  $111.25  [redacted], [redacted]  Complete  11-21-2011  12-08-2011  $126.18  [redacted], [redacted]  Complete  10-20-2011  11-07-2011  $232.33  [redacted], [redacted]  Complete  09-16-2011  10-10-2011  $254.96  [redacted], [redacted]  Complete  08-17-2011  09-08-2011  $410.72  [redacted], [redacted]  Complete  07-19-2011  08-10-2011  $246.42    The closing bill was not paid and this is what is causing an outstanding balance.  We apologize for your inconvenience and delay in addressing your utility account questions and concerns.  The City of Austin Utility Customer Care Contact Center is open between the hours of 7:00 AM to 9:00 PM Monday through Friday, and from 9:00 AM to 1:00 PM on Saturday.  There is more than one way to pay your statement.  You can visit our website at www.coautilities.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 2802 Webberville.  There are payment locations at 625 East 10th Street and 505 Barton Springs 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 Bill Matrix at 1-800-959-7063 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 $1,000.00 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].[redacted] 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 7:00 AM to 9:00 PM Monday through Friday, and from 9:00 AM to 1:00 PM on Saturday.     Sincerely,   [redacted]
Customer Service Supervisor Austin Energy     City of Austin Customer Care Phone: (512) 494-9400 Outside Austin call -toll-free: (888) 340-6465 TDD: (512) 505-3634   Email: [redacted]   Online Customer Care Website:  https://www.coautilities.com

Complaint: [redacted]
I am rejecting this response because:Austin Energy just copied and pasted their last response. If they can't even spell my name correctly, why should any of the information they provide be viewed as creditable? Their practice of overcharging Austin residents needs to be investigated.
Regards,
[redacted]