Bradley Machine Inc

Complaint: [redacted]
I am rejecting this response because: I did speak with someone and it is still unacceptable processes because of computer error. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
This was caused by your billing error, and I did not receive notification on the matter.  My call earlier this year was to show proof of bill, so I could start paying it off.  I did not set up a payment plan, since I had no proof.  I can pay it in total now, just want it stricken from my credit report. 
Regards,
[redacted]

Thank you for your recent payment. 
At the time of the disconnection of the services there was not another address provided other than the service address on the referenced account.  City of Austin Utilities / Austin Energy sent a closing bill to the service address when the account...

closed.  City of Austin Utilities / Austin Energy sent two notices, one in January, and the second notice in March 2014. 
When the bill was not paid the account was turned over to a collection agency in order to attempt to collect the debt.  The account has now been paid and has a zero balance.  The updated account information has been sent to the collection agencies so that the record can be updated as paid in full. 
We apologize for any inconvenience that this may have caused.

Your request to be removed from the GreenChoice program is currently being processed.  If you have any questions regarding GreenChoice please contact our Customer Contact Center at [redacted]  You should see the change reflected on your next billing statement.

Complaint: [redacted]
I am rejecting this response because:This is a canned response without even reading all the documentation I submitted. It is unethical to bill me for waste water that is not being used. I request that austin Energy installs a meter to measure my actual waste water usage.
Regards,
[redacted]

Unfortunately I am unable to view your attached documents.  You can take your documents to one of our walk-in locations and the Customer Solutions Coordinator will be able to assist you.  You can visit the Rosewood Zaragosa office at 2802 Webberville with the documents or you can email them directly to [redacted] Customer Service Supervisor at Austin Energy and I will be happy to assist you with your concerns. I apologize for any inconvenience that this may cause.  Once I am able to view the documents you are referring to I will be able to better assist you.

We apologize for any inconvenience that you experienced while trying to make payments on the City of Austin Utilities Website.  We are always looking for opportunities to serve our customers and appreciate you taking the time to contact us. Please keep in mind that signing up for E-[redacted] is...

not enrolling in the Electronic Funds Transfer (EFT) program.  The E-[redacted] program provides customers the convenience of receiving their utility [redacted]ing statement via email. While enrolled in the E-[redacted] program the customer is still responsible for making their monthly payment with the various payment options provided. There is more than one way to pay your utility [redacted]ing 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 "[redacted] 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 [redacted] at [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 $1,000.00.  If more than a $1,000.00 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 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.

Complaint: [redacted]
I am rejecting this response because:Absolutely not. I have no confidence the information I am getting inside your facility is remotely accurate. Information I was given by your staff was wrong to the point when I took their recommended course of action my payment plan defaulted and was assessed penalties.When I spoke to another person on your staff about these recommendations he had no record of my previous conversation and no notes from my previous interaction. There was zero accountability for the wrong information, no obligation to correct it and no recourse for me as the consumer.What you are operating is by definition a monopoly, as we are forced by the city to use your terrible service and given no other options. As one would expect this monopoly situation has created a lazy deceitful company that is a nightmare to do business with.
Regards,
[redacted]

The City of Austin is only responsible for their equipment on the City of Austin side of the meter.  If there is a leak on the property side it would be up to the property owner or account holder to repair and resolve.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]They have been overcharging me for years. I don't have any known leaks, I've asked someone to come out here to check it and they won't send anyone. I talked to a guy in the phone and he said that the Meter may be broken but usually if I turn it in they can find nothing wrong with it. I don't know what else to do.

Thank you for your recent inquiry to the Revdex.com (Revdex.com) regarding concerns about your Austin Energy (AE) 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.  After reviewing your account it was determined that your reads are correct and that the consumption registry is correct.  The City of Austin is responsible for providing the services up to the meter; anything past the meter is the property owner or account holder’s responsibility. Your electric consumption is very consistent with the weather temperatures.  You had higher usage in November and December consistent with the colder temperatures.  Even if you are not home when it is extreme cold or hot weather the unit will run for longer periods of time to try to maintain the temperature that is set on the thermostat.  This will cause your bill to change.  You mentioned that you keep the thermostat on 76 degrees, Energy Conservation recommends that you keep your thermostat at 78 degrees and higher.  For each degree your dollar amount can increase or decrease by 2%.   Depending on the last time that your unit had maintenance you may want to have someone make sure that it is running as efficient as possible. I am committed to helping resolve your issue.  I can be contacted directly at (512) 972-7706 or by email at [redacted]  should have additional questions or concerns.  I will be happy to visit with you at your convenience.

I apologize if you have not been provided clear information and still have questions. Please feel free to come to any walk in facility at your convenience and we will be happy to go over all of the information that you have any questions about.

Thank you for your recent inquiry to the Revdex.com (Revdex.com) regarding your concerns about the deposit policy for your Austin Energy Account.   First, please let me begin by thanking you for your patience while we researched your account information.  All complaints are...

important to us, so we take the necessary time to research the complaints thoroughly and respond accordingly. We always appreciate customers taking the time to contact us with their concerns and providing us the opportunity to make improvements to better serve City of Austin citizens.  You had some concerns regarding Austin Energy’s residential deposit policy; all Austin Energy accounts are required to either pay a security deposit of $200.00 that is billed on the first bill or show deposit waiver qualification. To qualify for a deposit waiver, the account holder must show good payment history with either Austin Energy or a previous metered utility provider.  The previous metered utility provider can provide a letter of reference indicating the good payment history.   The City of Austin City Council has approved the requirement of a $200.00 utility service deposit for every customer that cannot fulfill Article 5 (Credit Security) of the City Code including existing customers requesting transfer of service. Article 5 § 15-9-72 states “If a residential customer or applicant provides proof of identification under Section 15-9-53 (Identification required), the city may accept the following forms of credit security:    1)      A record of satisfactory compliance with Section 15-9-75 (Customer Payment Standards), if applicable, and no outstanding utility invoices; 2)      A letter of reference from another metered electric, gas or water utility with no record of late payments or outstanding balance and no disconnections for non-payment during the last twelve consecutive billing cycles; or 3)      A refundable deposit of $200.00.” Article 5 § 15-9-75 (Customer Payment Standards) states “To establish compliance with customer payments standards, a residential customer must: 1)      Have received utility service from the City for not fewer than 12 consecutive billing cycles; 2)      Have paid each utility invoice before its due date during the preceding 12 calendar months;  3)      Not have submitted a payment returned for insufficient funds; and  4)      Not have committed unlawful use of service or utility service diversion.” The Letter of Credit that was received was under a name that was not listed as an authorized account holder with Austin Energy.  That the name was added at a later date; however, the first bill including the consumption charges and deposit was not paid by the due date.  The consumption charges were not paid by the due date while disputing the security deposit. We are unable to waive the deposit due to the fact that you requested an extension.  Even when an extension is requested and the bill is paid, if it is not paid by the due date it is considered late.   Your deposit will be refunded to the account with interest once 12 months of payments have been made by the due date or if the account closes. Again, thank you for bringing your concern to our attention.  We sincerely apologize for any inconvenience that this may have caused.  In the event that you have any additional questions, please contact [redacted], Customer Service Supervisor at [redacted], or by e-mail at [redacted]

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 [redacted] Energy Efficiency Services Manager, Energy Efficiency Services with Austin Energy directly at [redacted]