City of Oceanside

In response to your letter regarding complaint # [redacted] , the City of Oceanside has been in contact with the customer and has been responsive to all requests over a period of approximately months during which concern over meter reading and consumption was first reportedFrom the first request for a return-visit read check in August to the following request in late September 2016, field staff have served to verify the operational workings of the meter as well as the validity of the meter's connection to the customer's residenceThe administrative staff have been equally responsive, first in ensuring that the customer's concerns were addressed and later through prompt return contact informing the customer of the results of the read checksAdditionally, on or around September 23, 2016, the customer notified the administrative staff that there had been a leak at the property and that it had been repaired on September 8, His Concern was with how that leak would affect his billing and he feared the meter readers were reading the wrong meter for his residenceAll of his concerns were Communicated to the field staff for verificationThe results of the return-visit read check on September 26, confirmed the appropriate meter-toresidence connection and verified that the meter was not spinning during the visit(So there was no usage indicating an active leak while at the property.) As for the customer's heightened Concern over the change in consumption patterns, it should be noted that there was a meter change out for that property that occurred on January 20, Prior to that, there does not appear to have been any changes to the meter since Much like an automobile or other mechanical device, meters slow down with ageIn combination with the water leak reported by the customer, the newly replaced meter would also likely contribute to the increased consumptionFollowing all direct customer contact provided by both the field and administrative staff, I have attempted to further notify the customer, by voicemail, of my response to this claim and my availability to answer any questions or concerns that this letter may generate

In response to your letter regarding complaint # [redacted] , the City of Oceanside has been in contact with the customer and has been responsive to all requests over a period of approximately months during which concern over meter reading and consumption was first reportedFrom the first request for a return-visit read check in August to the following request in late September 2016, field staff have served to verify the operational workings of the meter as well as the validity of the meter's connection to the customer's residenceThe administrative staff have been equally responsive, first in ensuring that the customer's concerns were addressed and later through prompt return contact informing the customer of the results of the read checks.Additionally, on or around September 23, 2016, the customer notified the administrative staff that there had been a leak at the property and that it had been repaired on September 8, His Concern was with how that leak would affect his billing and he feared the meter readers were reading the wrong meter for his residenceAll of his concerns were Communicated to the field staff for verificationThe results of the return-visit read check on September 26, confirmed the appropriate meter-toresidence connection and verified that the meter was not spinning during the visit(So there was no usage indicating an active leak while at the property.)As for the customer's heightened Concern over the change in consumption patterns, it should be noted that there was a meter change out for that property that occurred on January 20, Prior to that, there does not appear to have been any changes to the meter since Much like an automobile or other mechanical device, meters slow down with ageIn combination with the water leak reported by the customer, the newly replaced meter would also likely contribute to the increased consumption.Following all direct customer contact provided by both the field and administrative staff, I have attempted to further notify the customer, by voicemail, of my response to this claim and my availability to answer any questions or concerns that this letter may generate

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
In there response they showed no leak (as explained by them with meter not actively running)Their only defense is that a new Meter was installed in and that may effect consumption ? My bill was unit per month on average since 2003, the last couple of months it is units per month ? That is Gallons per day (approx.)Nothing has changedI live alone and work jobs in educationHow could a faster and new meter be the reason bill went from Unit per month to Units per monthThey are basically saying: On our end, it is okay and you must be consuming moreThey need to check meter to see if it is not faulty and they need to send Meter Reader out on a Tuesday morning (anyday would do) and take numbers and come back two days later on Thursday to get consumptionThen do the mathThey made mistake and have provided me no proof that they didn't make mistakeThe only way to illustrate if accurate is for them to check again in morning and come back a few days later and also check meter

This letter is a follow up to a response from the City's rebuttal surrounding complaint #***?The basis of this complaint is that a customer's water consumption went up significantly beginning in the summer month of July and only began to drop off again in OctoberDuring this period City field and administrative staff responded to the customer to determine if there were issues with the meter, meter reading or billing data associated with the addressAfter investigating, reviewing data and meeting with the customer the City was unable to identify problems with the meter, meter reading protocol, or billing system.The customer did acknowledge that a toilet leak was repaired on September 8"The below graph shows water usage during the contested periodThe customer's monthly water usage before the summer months was unitsThe customer's usage increased significantly in July and began to drop off around the time of the toilet repairA leaking toilet which is continually filling due to a small, often silent, leak can waste 6,gallons of water per month which equates to about additional units of waterLarger leaks can lead to significantly greater quantities of wasted waterDuring the period of elevated consumption the customer used an average of additional units of water which is in the range of what can be associated with a toilet leakThe customer's response to the City's complaint review from the Revdex.com is that the meter was not spinning on September 23, which is after the date of the toilet repairIt is also important to note that not all toilets leak continuously and that Some can run properly intermittently depending on flushing or jiggling of the handle.It is not unusual for water usage to increase during the summer monthsMany households see an increase in landscape irrigation, car washing, showering, drinking and several other uses associated with hot weatherOften this summer increase is not noticeable on a daily basis but can have an impact on overall monthly usage.The City has many resources available to assist customers with water efficiency including rebate programs, landscape classes and home audits to help identify leaks and strategies to save waterThe City has also introduced a new online software system called WaterSmart which is customized to each user to better manage water efficiencyThe City of Oceanside is committed to assisting customers with their water needs and providing excellent and responsive customer serviceWater Utilities staff, including myself, are available to respond or provide additional information if needed

This letter is a follow up to a response from the City's rebuttal surrounding complaint #[redacted]?
The basis of this complaint is that a customer's water consumption went up significantly beginning in the summer month of July and only began to drop off again in October. During this period City field and administrative staff responded to the customer to determine if there were issues with the meter, meter reading or billing data associated with the address. After investigating, reviewing data and meeting with the customer the City was unable to identify problems with the meter, meter reading protocol, or billing system.
The customer did acknowledge that a toilet leak was repaired on September 8". The below graph shows water usage during the contested period.



The customer's monthly water usage before the summer months was 3 units. The customer's usage increased significantly in July and began to drop off around the time of the toilet repair. A leaking toilet which is continually filling due to a small, often silent, leak can waste 6,000 gallons of water per month which equates to about 8 additional units of water. Larger leaks can lead to significantly greater quantities of wasted water. During the period of elevated consumption the customer used an average of 7.5 additional units of water which is in the range of what can be associated with a toilet leak. The customer's response to the City's complaint review from the Revdex.com is that the meter was not spinning on September 23, 2016 which is after the date of the toilet repair. It is also important to note that not all toilets leak continuously and that Some can run properly intermittently depending on flushing or jiggling of the handle.
It is not unusual for water usage to increase during the summer months. Many households see an increase in landscape irrigation, car washing, showering, drinking and several other uses associated with hot weather. Often this summer increase is not noticeable on a daily basis but can have an impact on overall monthly usage.
The City has many resources available to assist customers with water efficiency including rebate programs, landscape classes and home audits to help identify leaks and strategies to save water. The City has also introduced a new online software system called WaterSmart which is customized to each user to better manage water efficiency. The City of Oceanside is committed to assisting customers with their water needs and providing excellent and responsive customer service. Water Utilities staff, including myself, are available to respond or provide additional information if needed.

In response to your letter regarding complaint #[redacted], the City of Oceanside has been in contact with the customer and has been responsive to all requests over a period of approximately 2 months during which concern over meter reading and consumption was first reported. From the first request for...

a return-visit read check in August 2016 to the following request in late September 2016, field staff have served to verify the operational workings of the meter as well as the validity of the meter's connection to the customer's residence. The administrative staff have been equally responsive, first in ensuring that the customer's concerns were addressed and later through prompt return contact informing the customer of the results of the read checks.Additionally, on or around September 23, 2016, the customer notified the administrative staff that there had been a leak at the property and that it had been repaired on September 8, 2016. His Concern was with how that leak would affect his billing and he feared the meter readers were reading the wrong meter for his residence. All of his concerns were Communicated to the field staff for verification. The results of the return-visit read check on September 26, 2016 confirmed the appropriate meter-toresidence connection and verified that the meter was not spinning during the visit. (So there was no usage indicating an active leak while at the property.)As for the customer's heightened Concern over the change in consumption patterns, it should be noted that there was a meter change out for that property that occurred on January 20, 2016. Prior to that, there does not appear to have been any changes to the meter since 1972. Much like an automobile or other mechanical device, meters slow down with age. In combination with the water leak reported by the customer, the newly replaced meter would also likely contribute to the increased consumption.Following all direct customer contact provided by both the field and administrative staff, I have attempted to further notify the customer, by voicemail, of my response to this claim and my availability to answer any questions or concerns that this letter may generate.

In response to your letter regarding complaint #[redacted], the...

City of Oceanside has been in contact with the customer and has been responsive to all requests over a period of approximately 2 months during which concern over meter reading and consumption was first reported. From the first request for a return-visit read check in August 2016 to the following request in late September 2016, field staff have served to verify the operational workings of the meter as well as the validity of the meter's connection to the customer's residence. The administrative staff have been equally responsive, first in ensuring that the customer's concerns were addressed and later through prompt return contact informing the customer of the results of the read checks.
Additionally, on or around September 23, 2016, the customer notified the administrative staff that there had been a leak at the property and that it had been repaired on September 8, 2016. His Concern was with how that leak would affect his billing and he feared the meter readers were reading the wrong meter for his residence. All of his concerns were Communicated to the field staff for verification. The results of the return-visit read check on September 26, 2016 confirmed the appropriate meter-toresidence connection and verified that the meter was not spinning during the visit. (So there was no usage indicating an active leak while at the property.)
As for the customer's heightened Concern over the change in consumption patterns, it should be noted that there was a meter change out for that property that occurred on January 20, 2016. Prior to that, there does not appear to have been any changes to the meter since 1972. Much like an automobile or other mechanical device, meters slow down with age. In combination with the water leak reported by the customer, the newly replaced meter would also likely contribute to the increased consumption.
Following all direct customer contact provided by both the field and administrative staff, I have attempted to further notify the customer, by voicemail, of my response to this claim and my availability to answer any questions or concerns that this letter may generate.