California American Water

Summary, Meter leak was not registering on the meter and the customer was not charged Dear Mr***, We are in receipt of the informal complaint you filed with the Revdex.com on April 4, 2017, which was received in our office on April 10, Your complaint indicated that upon completion of a meter was exchange you noticed that there was water in your meter box You reported the meter leak times as it continued to leak Upon review of the service order and discussions with the FSRs, the meter leak was on our side of the meter and was not registering usage therefore, no credit is due at this time We apologize that you had to call repeatedly to get the meter leak repaired and the FSR not informing you that the meter leak was on our sideCalifornia American Water Company is required to change out 5/8” meter every years per the CPUC and are replacing manual meters with radio frequency meters The location of these meters vary in our service area it is difficult to notify our customers in advance as we slot meter exchanges between other tasks to increase efficiencies Our notification is to knock on the customer’s residence and personally talk to the customer or leave a door hanger of the work performed Typically, meter exchange leaks are a rarity and in this situation the staff has been coached I have issued a $courtesy adjustment for your inconvenienceWe apologize for any inconvenience this situation may have caused youCalifornia American Water considers this investigation to be closed at this timeShould you have any questions, please feel free to contact me at (626) 614-

After review of your account, we found that the representative that reviewed the deed did not properly handle the request since the deed had the necessary information to identify the new owner and matched our records for the new account holder on the premise There is a credit in process for the $34.10, which you will be receiving within 7-business days The investigation revealed that the bill generated under your name because your account remained active until July 2, when a new account holder sifor serviceOur tariffs indicate that, "...the customer is required to pay for service until two days after the utility has knowledge that the customer has vacated the premises or otherwise has disconnected water service." However, as mentioned above we appreciate you calling and providing the documentation requested to make the change and resolve the matter We received the documentation on July and the representative denied the requests same day without followiwith you Thank you for bringing this issue to our attention, the representative that handled and reviewed your request will be receiving coaching to avoid reoccurrence of a similar incident We apologize for any inconvenience this situation may have caused youCalifornia American Water considers this investigation closed at this timeShould you have any questions or need additional information, please feel free to contact me at [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

After review of your account, we found that the representative that reviewed the deed did not properly handle the request since the deed had the necessary information to identify the new owner and matched our records for the new account holder on the premise.  There is a credit in...

process for the $34.10, which you will be receiving within 7-10 business days.   The investigation revealed that the bill generated under your name because your account remained active until July 2, when a new account holder sign-up for service. Our tariffs indicate that, "...the customer is required to pay for service until two days after the utility has knowledge that the customer has vacated the premises or otherwise has disconnected water service."  However, as mentioned above we appreciate you calling and providing the documentation requested to make the change and resolve the matter.  We received the documentation on July 12 and the representative denied the requests same day without following-up with you.  Thank you for bringing this issue to our attention, the representative that handled and reviewed your request will be receiving coaching to avoid reoccurrence of a similar incident.     We apologize for any inconvenience this situation may have caused you. California American Water considers this investigation closed at this time. Should you have any questions or need additional information, please feel free to contact me at [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Summary, Meter leak was not registering on the meter and the customer was not charged.  Dear Mr. [redacted], We are in receipt of the informal complaint you filed with the Revdex.com on April 4, 2017, which was received in our office on April 10, 2017. Your complaint indicated that...

upon completion of a meter was exchange you noticed that there was water in your meter box.  You reported the meter leak 3 times as it continued to leak.  Upon review of the service order and discussions with the FSRs, the meter leak was on our side of the meter and was not registering usage therefore, no credit is due at this time.  We apologize that you had to call repeatedly to get the meter leak repaired and the FSR not informing you that the meter leak was on our side. California American Water Company is required to change out 5/8” meter every 15 years per the CPUC and are replacing manual meters with radio frequency meters.  The location of these meters vary in our service area it is difficult to notify our customers in advance as we slot meter exchanges between other tasks to increase efficiencies.  Our notification is to knock on the customer’s residence and personally talk to the customer or leave a door hanger of the work performed.  Typically, meter exchange leaks are a rarity and in this situation the staff has been coached.  I have issued a $15.00 courtesy adjustment for your inconvenience. We apologize for any inconvenience this situation may have caused you. California American Water considers this investigation to be closed at this time. Should you have any questions, please feel free to contact me at (626) 614-2509.

Review: of all company that have a rate assistance program for low income American water has been so difficult with allowing me to get additional discount of water bill which cant afford and keeps going up ad up and I was recently laid off from work. INVITATION HOMES property management has THE bill in there name and sewer garbage AND DRAINGE DOES AS WELL AND I WAS STILL ELIGIBLE TO GET A DISCOUNT BUT WHEN I CALLED INTO CUSTOMER CARE SPOKE TO DAWN FOR WATER BILL WHO WAS REALLY RUDE AND NO HELP STATED IF I DIDNT HAVE ACCOUNT NUMBER WASNT ABLE TO HELP WITH ANY CONCERNS AND WHEN I GOT THE ACCOUNT NUMBER WAS STILL DENYING ME OF MY DISCOUNT DUE TO MY NAME WASNT ON BILL BUT IM PAYING FOR BILL THROUGH A THIRD PARTY. DOESNT MAKE ANY SINCEDesired Settlement: I WOULD LIKE THE ADDITIONAL RATE ASSISTANCE H2O DISCOUNT APPLIED TO ACCOUNT#[redacted] BECAUSE IM PAYING THE BILL. AND IM UNABLE TO PAY BILL DUE TO HARDSHIP WITH BEING LAID OFF AND UTILITY BILL IS HIGHER THAT OTHER BILLS

Business

Response:

Test, please confirm it is recieved [redacted]

Business

Response:

I just received notification that this complaint was closed out because we did not respond. We have tried to respond a few times and have resolved the issue with the customer to her satisfaction, however I am concerned that this could negatively affect our Revdex.com rating. Is there anything we need to do to further respond to this complaint? Additionally, do you know why our response wasn't received? I have included a few previous emails regarding the situation below for your reference.

Consumer

Response:

Consumer has confirmed that business has resolved complaint issues.

Review: I called California American Water (CAW) a couple months ago to discuss my high bill. The customer service agent asked me to verify the number of people living in my house. I asked her why would that matter. She said CAW bills on a tier system and it varies based on the number of people in the residence. I had NO idea they did this. I am not from California, I have never lived in California prior to 2011 and I have never experienced a billing system of this sort. I told her three people lived in my house: Me, my wife and my child. She made the correction and subsequently my water bills have dropped drastically. I have been overbilled apparently since I set up an account in March of 2011. I am active duty military and was not told CAW would bill people in this way. I had no idea!Desired Settlement: I want California American Water to recalculate my bills from March 2011 (when I set up my account) for a two person residency until August of 2012 (when my child was born) and from then on until January 2014 for a three person residency.

Business

Response:

We will contact the customer directly and work to resolve the complaint. We do bill based on household size in Monterey so an adjustment may be in order.

Business

Response:

We are investigating the complaint. Customer will be contacted as pat of investigation