Burkhouse Contracting

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint ** [redacted] , let me clarify some of the statement being made when you and me spoke.Never agree that the such consumption was made by me neither that the service or relief that Im seeking is free, my complaint is that as you agreed that this consumption was excessive and unusualI'm not pretending to accuse the PUB of reading or meters malfunction or even human error but they are others (people) that has had the same experience and maybe this is a in a thousands probabilities that these type of problems happens, remember that there is no what we called a perfect system and I can tell that your company is not the exception.In regards of the puddles of water, with a lot of witness and pictures, it was not on the property but on edge of the street which is city property.Up to this point you lowered the bill to $ [redacted] as per our conversation on [redacted] of which I have gave up my deposit refund for you to apply to the bill so we can come up clean and even.Does PUB knows for sure that there was a consumption of water or not or do I know if all of this is a big mistake on their part, only God knows but according to many consumers they have been charge unfairly at least once, met this consumer that She even put a trap or decoy to see if the meter has been read and found out that they weren't reading it at all and that she was getting and estimate of the bill even when nobody was homeBY GIVING UP THE PORTION OF MY DEPOSIT TO YOU I AM NOT ACCEPTING ANY LIABILITY JUST WANTS THIS TO BE OVER WITH FOR MY PEACE OF MIND, AND CLOSE THIS CHAPTER Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Dear Sir, I know that since ***, [redacted] my account has been past due, but there was a purpose for it but for all we have paid the late fee respectively, our customers also were paying us late so we determined that we can afford the late fee.Of all, my point is that since when my bill went up too high? and why, until now we don't have a logical explanation and we only based our finding on that the meter malfunction or other but never our consumption, we also ruled out a leakageEvery since we started this account our bill has been on average $ [redacted] per month and not because we use a lot of water or electricity but because city fees were too high $ [redacted] per mont while our water average fees were up to $ [redacted] per month, waste water up to $ [redacted] per month and electricity the highest consumption was in [redacted] of $ [redacted] per month.(also on [redacted] we had electricity amount up to $ ***)If you consider this true facts we can only imagine or deduct that there is a big mistake on your side not ours.Now we have closed our business since [redacted] and made our average payment of $ [redacted] In the business that we are in we do not use water, also electricity is very rare since our equipment only uses watts and probably the fans were the highest consumption in this summer but never too high, I guess on [redacted] we used a little more energy that normal.So from [redacted] to the present we were not there any more, we only had the equipment (computers, internet, security lights etc) and that explain the electricity consumption of $ [redacted] but the water went up to $ [redacted] with waste water up to $ [redacted] and cities fee up to $ ***.Here is the list of bills since: What happened from September to October, we only think as we saw a water puddles on the street in front of the business.I have some pictures of it.If you want to request them.I hope that PUB reconsider and take care of this because all of this will put anybody out of business and we are trying to do better to attract business to Brownsville no to scare them away.Thank You [redacted] ***

*etter *usiness *ureau: I have reviewed the&***;response made *y the *usiness in reference to complaint ID 10329645, and have determined that this proposed action would not resolve my complaint&***; [Provide details of why you are not satisfied with this resolution.] Regards, &***; I have reviewed the response and their response does not resolve my complaint, [redacted] states customers have the option to receive *ills via mail or email, all disconnect notices are sent via the U.Smail regardless of *illing method&***;This is one of my points, I did not receive a hard copy or an email stating I was going to *e disconnected&***;If he reviews the conversations with [redacted] representatives, one of them told me that *ills are either U.S mailed or via email, *ut that they do not do *oth&***;This is another point, one person says one thing and the other another, which causes confusion and stress on the customer&***;The [redacted] company did not have a correct email address to send me a *ill, this was expressed *y their representative( [redacted] )He states arrangement &***;disconnecting notices are not sent, where in their policy or in my conversation with the representatives does it state that fact a*out arrangements&***;According to my son the representative did not explain that we would not *e receiving a notice a*out the arrangement, disconnection notice or did not explain the arrangement thoroughly&***;I want a copy of the arrangement policy and a re-review of the conversation of the arrangement to see if it was explained thoroughly&***;When I spoke to one of the representatives after the disconnection, she then proceeded to explain that arrangements would not send a disconnection notice&***;The only reason my son asked for an extension was *ecause I was at work and had *een dealing with different representatives who were not knowledgea*le a*out the companies regulations and *illing companies(led to the reason I researched the *illing company) I as well had dealt with them several times and had to work and did not have time to take care of the matter myself, otherwise I would have paid the full amount as I always do&***;If studied thoroughly the first disconnection led to the second one and the first one was due to the *illing company they employ ( [redacted] )&***;Another point &***;is their representatives lack information a*out their rules, *illing, and customer service and that also led to this issue&***;This pro*lem is just one of a few that I have had with ***, this is why I decided to go this route, and report it to the ***&***; I feel *ullied and feel, someone needs to know a*out this!E [redacted]

Regarding *** *** *** complaint, *elow is the pertinent information.Sequence of eventsOct 21, - The account was disconnected due to non-payment&***;*** *** son paid $using ***'s IVR (phone payment system) the same day and was reconnected&***;The $
reconnect fee was applied automatically by the system&***;The son then called *** to find out when they would be reconnected&***;***'s representative (***) informed him that services would *e reconnected the same day, however there was still a balance pending that left them subject to disconnection soon&*** *** made a payment arrangement to pay $on November 3, &***;Oct22, -&***; *** *** attempted to send an email to *** but had a typo in ***'s email address&***;*** did not receive her email&***;*** *** was attempting to explain that when she went on-line to pay she received a notification from ***'s payment processor (***) that "Our system shows you have su*mitted a similar payment recently&***;Do you want to proceed with the current payment?", it then gives you the option to continue or cancel&***;She states that *ecause of the message she did not continue and make the payment.Nov12, -&***; The account was disconnected for failing to make the $payment on the payment arrangement&***;One of the ***' &***;called *** and was informed of the situation, then made a payment through ***'s IVR&***;The system took the payment and applied the $reconnect fee and services were reconnected later that night.Nov13, - *** *** called *** and spoke to two different CSRs to find out when she had to pay *ill that was due on Nov10th&***;On the day after the due date a disconnection notice is mailed and the customer is given days to pay or they will *e disconnected&***;During the discussions one of our CSRs noticed that the email we had on file for *** *** was incorrect and corrected it&***;At this point *** *** *rought up the fact that she had emailed *** on Oct22nd (see a*ove) and that *** had not answered, which was why her payment was late in the first place&***;In reviewing the paperwork that *** *** supplied it was noted that the *** email address she used had a typo and therefore *** never had received or replied to the email.Nov14, -&***; *** *** came to the *** offices and to request that the two $reconnect fees *e waived&***;After speaking with a CSR and having the situation reviewed *y a Supervisor, the Supervisor decided to waive one of the $fees (10/21) *ased on the facts&***;Staff informed *** *** that the Novem*er disconnection would *e reviewed and that she would *e informed as to the decision&***;Nov17, - The CSR called *** *** and left a voice message explaining that no further adjustments would *e made to the account&***;The reasoning was that as a specific payment arrangement date and amount had *een made there was no justification to waive the second charge.Customers have the option to receive *ills via mail or email, all disconnect notices are sent via the US Mail regardless of the *illing method&***;Disconnect notices are sent out if payment is not made on the due date of a "Normal" monthly *ill&***;Disconnect notices are not sent when a payment arrangement is entered in to&***;When the customer makes the payment arrangement they are notified then and there of the due date and amount and as it is already an extension of the "Normal" monthly *ill no additional time or change in the amount due is allowed&***;It is the customer's responsi*ility to keep track of the payment arrangement terms&***;Most utilities do not enter in to payment arrangements at all, the full amount is due on the due date and if disconnected the full amount must *e paid *efore services are reconnected&***;The *** ***lic Utility *oard's *oard of directors has allowed *** to provide it's customers with the a*ility to make payment arrangements, *ut once entered in to it is expected that the terms are fulfilled.If you should need any further information please do not hesitate to call me at 956-983-6130.*** ***Director of Customer Service & Information Technology*** ***lic Utilities *oard

Decem*er 15,
Following is the response to Ms***' rebutal.While *** *** did say she had not received the
disconnection notices *** mailedShe never reported that she was not
receiving her monthly *illThe email address was incorrect since July &***;Ms*** has had access to our online system and could have corrected the email via the customer self service feature or notified *** and we would have corrected itThrough
our online system, customers are able to update their mailing address, email
address, and phone numbers&***;Our standard billing process allows the customer to choose either a mailed *ill or e-*ill (emailed), however all disconnect notices are mailed via the US Mail so Ms*** would have recieved all of her notices*** went ahead and took responsibility for that error and removed the first disconnection fee.The second disconnection fee was due to not keeping the terms of the payment arrangement&***;The terms of the payment arrangement are very simple; once the agreement is entered in to the customer is required to pay the specified amount on the specified day&***;No disconnect notices or warnings are sent for payment arrangements&***;It is the customer's responsibility to fulfill their obligations.At this time *** has rectified the first issue and refunded the first $fee, the second was due to a broken payment arrangement and is strictly the customer's responsibility.Regards,&***;*** ** ***Director of Customer Service & Information Technology&***;&***;

*etter *usiness *ureau:<*r>
<*r>
I have reviewed the&[redacted];response made *y the *usiness in reference to complaint ID 10329645, and have determined that this proposed action would not resolve my complaint. &[redacted];<*r>
<*r>
[Provide details of why you are not satisfied with this resolution.]<*r>
<*r>
Regards,<*r>
<*r>
<*r>&[redacted]; I have reviewed the response and their response does not resolve my complaint, [redacted] states customers have the option to receive *ills via mail or email, all disconnect notices are sent via the U.S. mail regardless of *illing method. &[redacted];This is one of my points, I did not receive a hard copy or an email stating I was going to *e disconnected. &[redacted];If he reviews the conversations with [redacted] representatives, one of them told me that *ills are either U.S mailed or via email, *ut that they do not do *oth. &[redacted];This is another point, one person says one thing and the other another, which causes confusion and stress on the customer. &[redacted];The [redacted] company <*>did not have a correct email address to send me a *ill, this was expressed *y their representative([redacted]). He states arrangement &[redacted];disconnecting notices are not sent, where in their policy or in my conversation with the representatives does it state that fact a*out arrangements. &[redacted];According to my son the representative did not explain that we would not *e receiving a notice a*out the arrangement, disconnection notice or did not explain the arrangement thoroughly. &[redacted];I want a copy of the arrangement policy and a re-review of the conversation of the arrangement to see if it was explained thoroughly. &[redacted];When I spoke to one of the representatives after the disconnection, she then proceeded to explain that arrangements would not send a disconnection notice.. &[redacted];The only reason my son asked for an extension was *ecause I was at work and had *een dealing with different representatives who were not knowledgea*le a*out the companies regulations and *illing companies(led to the reason I researched the *illing company) I as well had dealt with them several times and had to work and did not have time to take care of the matter myself, otherwise I would have paid the full amount as I always do. &[redacted];If studied thoroughly the first disconnection led to the second one and the first one was due to the *illing company they employ ([redacted]). &[redacted];Another point &[redacted];is their representatives lack information a*out their rules, *illing, and customer service and that also led to this issue. &[redacted];This pro*lem is just one of a few that I have had with [redacted], this is why I decided to go this route, and report it to the [redacted]. &[redacted]; I feel *ullied and feel, someone needs to know a*out this!E. [redacted]

Since [redacted], **. [redacted]’ account has been past due at least one month. In [redacted],
the account was past due $[redacted].  The
next bill issued on [redacted] and due on [redacted] was issued for the amount
of $[redacted] bringing the total amount due to $[redacted].  A payment was...

received in the amount of
$[redacted]. Late charges and unpaid bill charges remained owing on the account of
$[redacted]. A new bill was issued on [redacted] due on [redacted] in the amount
of $[redacted] bringing the total amount outstanding to $[redacted]. A payment of
$[redacted] was received on [redacted]th leaving a balance owing of
$[redacted]. Late charges of [redacted] were added bringing the balance to $[redacted].
The next
bill issued on [redacted] and due on [redacted] in the amount of
$[redacted] bringing the new balance owed to $[redacted]. 
On [redacted], we received a request through our on-line system to
disconnect service. Staff processed a disconnection of the electric and
garbage service, but failed to process the disconnection of the water and sewer
service. On [redacted], **. [redacted] came to our office to request the
disconnection of the additional services. No additional fees were applied
because the services were not disconnected at the same time. The final bill for
the electric, garbage and city fees was $[redacted] and the final bill for the water
and waste water services was $[redacted].
In total,
the balance consists of:
  Bill Penalty Payment Balance
Previous unpaid balance [redacted] Monthly bill [redacted] Monthly bill [redacted] Monthly bill [redacted] Final Electric [redacted]   [redacted] Final Water [redacted]   [redacted]   [redacted] ( [redacted]
 
 
The bill of
$[redacted] includes water consumption of 105k gallons charged at a flat rate of
$[redacted] per thousand and sewer consumption of [redacted]k gallons charged at a flat
rate of $[redacted] per thousand (Sewer consumption is a percentage of water consumption). After reviewing our systems (phone and computer), there is no indication that **. [redacted] ever contacted BPUB regarding the bill. We do not monitor or limit the amount of water a customer
uses whether intentional or not. The meters monitor the consumption of electricity and water, the consumption of services is the customers/landlords responsibility and as BPUB is not on site we have no way of knowing how the water was consumed.All billing is based on actual meter reads, BPUB sent out personnel today ([redacted]) to verify the meter reads and they are the same as when the account was closed as no one has moved in to the premises.Should **. [redacted] wish to contact our offices we would be happy to further delve in to the account but BPUB is obligated by city ordinance to charge for the services rendered.  Please feel free to contact me if you should have any further questions.Regards,[redacted]

Sent: Monday, September 21, 2015 11:31 AM To: drteam Cc: [redacted] Subject: RE: Complaint Id [redacted]   To Whom it may concern,   I spoke to a Revdex.com’s representative a week or so ago regarding this complaint and stated...

that we (BPUB) would put an answer together sometime this week.  I am writing to inform the Revdex.com that BPUB will not be able to respond.  The customer previously met with BPUB staff and stated that he was hiring an attorney to handle the matter.  I spoke with our attorney and at this point he is still waiting to hear from the customer’s attorney.  As legal action is a possibility, staff will not be able comment further, the issue will hopefully resolved between the attorneys.   BPUB has commitment to work with our customers to resolve issues and has proven track record with the Revdex.com in responding to issues, I hope the Revdex.com understands our position.  If there is anything else we can do please do not hesitate to contact me.   Regards,   Eddy ** H[redacted] Director of Customer Service & Information Technology Brownsville Public Utilities Board              956-983-6130

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
**. [redacted], let me clarify some of the statement being made when you and me spoke.Never agree that the such consumption was made by me neither that the service or relief that Im seeking is free, my complaint is that as you agreed that this consumption was excessive and unusual. I'm not pretending to accuse the PUB of false reading or meters malfunction or even human error but they are others (people) that has had the same experience and maybe this is a 1 in a thousands probabilities that these type of problems happens, remember that there is no what we called a perfect system and I can tell that your company is not the exception.In regards of the puddles of water, with a lot of witness and pictures, it was not on the property but on edge of the street which is city property.Up to this point you lowered the bill to $ [redacted] as per our conversation on [redacted] of which I have gave up my deposit refund for you to apply to the bill so we can come up clean and even.Does PUB knows for sure that there was a consumption of water or not or do I know if all of this is a big mistake on their part, only God knows but according to many consumers they have been charge unfairly at least once, met this consumer that She even put a trap or decoy to see if the meter has been read and found out that they weren't reading it at all and that she was getting and estimate of the bill even when nobody was home. BY GIVING UP THE PORTION OF MY DEPOSIT TO YOU I AM NOT ACCEPTING ANY LIABILITY JUST WANTS THIS TO BE OVER WITH FOR MY PEACE OF MIND, AND CLOSE THIS CHAPTER. 
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Dear Sir, I know that since [redacted], [redacted] my account has been past due, but there was a purpose for it but for all we have paid the late fee respectively, our customers also were paying us late so we determined that we can afford the late fee.Of all, my point is that since when my bill went up too high? and why, until now we don't have a logical explanation and we only based our finding on that the meter malfunction or other but never our consumption, we also ruled out a leakage. Every since we started this account our bill has been on average $ [redacted] per month and not because we use a lot of water or electricity but because city fees were too high $ [redacted] per mont while our water average fees were up to $ [redacted] per month, waste water up to $ [redacted] per month and electricity the highest consumption was in [redacted] of $ [redacted] per month.(also on [redacted] we had electricity amount up to $ [redacted])If you consider this true facts we can only imagine or deduct that there is a big mistake on your side not ours.Now we have closed our business since [redacted] and made our average payment of $ [redacted]. In the business that we are in we do not use water, also electricity is very rare since our equipment only uses 5 watts and probably the fans were the highest consumption in this summer but never too high, I guess on [redacted] we used a little more energy that normal.So from [redacted] to the present we were not there any more, we only had the equipment (computers, internet, security lights etc) and that explain the electricity consumption of $ [redacted] but the water went up to $ [redacted] with waste water up to $ [redacted] and cities fee up to $ [redacted].Here is the list of bills since: What happened from September to October, we only think as we saw a water puddles on the street in front of the business.I have some pictures of it.If you want to request them.I hope that PUB reconsider and take care of this because all of this will put anybody out of business and we are trying to do better to attract business to Brownsville no to scare them away.Thank You[redacted]