City of Westminster Water Utilities

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
Like I said in my complaint. And as for me being delinquent so many times, it is not true. I remember that a couple of times I did not get their bill. Within 3 days I had a disconnect notice at my door. And if I have missed a few payments in years, I also explained that the city acts as a government instead of a water department providing a service for customers. You can see their letter how abusive it is, actually blaming me, instead of treating me as a customer. In addition, the very few times I have missed a payment it is because I must remember to make the payment exactly on time. Since, we can not schedule a payment ahead of time. They are also lying that the $penalty is given after days delinquent. In fact, if we are one minute late, one hour or a few hours, we automatically get the $penalty. In addition, their billing period is different every time and is every two months; therefore, there is no schedule we can follow; thus, it is so difficulty to make their payment. You and they can check my credit, I PAY EVERYONE ON TIME EACH AND EVERY TIME. IN OTHER WORDS, I ONLY HAVE A HARD TIME WITH THE CITY OF WESTMINSTER, WHERE I AND MANY FRIENDS AND FAMILY HAVE BEEN VICTIMS, FALSELY ACCUSED BY THE COURTS, AND WILL SIDE WITH VIETNAMESE. This so call department acts just like the polie department and the courts; however, they are supposed to providing water service to customers, not inmates!You can see how abusive they are, by charging us $on a few hours late, they are charging 24% penalty. $penalty for a $is 24%. Do you see their abusive pattern? Instead of being helpful they abusively quote their codes, instead of being helpful and treating us like customers. Instead their tendency is to treat us like criminals. Thus, they totally fail to realize that we are CUSTOMERS, not criminals, or anyone breaking any king of law. Therefore, they are submitting us to financial abuse, especially myself, as a year citizen. In addition, the other utilities like the electric, gas and phone companies gives us discounts for those of us that are low income, are disabled and live on Social Security, instead of penalizing us. There is NOT ONE SINGLE UTILITY COMPANY I MENTIONED THAT EVER PENALIZES US FOR BEING A FEW MINTUES OR HOURS LATE! CAN YOU SEE THIS ABUSIVE PATTERN? Therefore, you can see with their explanations, that they would care less if we can pay the water or make it easier for us to schedule payments. Instead we must remember before it is too late to pay the statement. In fact, these is what is like living in Westminster, because it is ruled by Vietnamese leadership. Their character and demeanor is very abusive. Just like the next door neighbor who is a total criminal and nothing is done to him. He has submitted me to dozens of crimes and stole the blueprint form my landlord; thus, my townhome is exactly like his. And for many years he was highjacking my cable services, until it was discovered in March. Then that is when he signed up with the cable company for the first time. And if I go to banks or businesses, the Vietnamese get helped first, even if they are not first in line. Just yesterday, one tried to but in the Costco line. These happens at doctors offices also and stores. Therefore, they are running the city as if they were still in their war zone in Vietnam, sternly, abusively, and very hostile. In other words, the city is run like that; since, they have zero customer service skills. They think they are the military and we are their subjects, instead of customers
Regards,
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Thank you for your letter, as well as an opportunity to respond regarding Complaint ID Council Member[redacted]. The City of Westminster takes particular pride in its customer service standards and welcomes the opportunity for any constructive dialogue that will assist us in our efforts to continue...

to improve upon our systems. While obligated to follow the rules and regulations that are established through resolution or ordinance in the Municipal Code, the City of Westminster has an exemplary track record of working with customers to find reasonable and balanced resolutions to most issues.In May of 2014, the City Council adopted Resolution 4481, which included the charging of a delinquency or late fee of $10 in the event that a bill is more than 28 days overdue. This charge in an attempt to curtail the number of accounts that were passing into delinquency and collections. Once an account is more than 28 days delinquent, an additional notice is sent to the customer in order to remind them of their outstanding balance. This notice denotes the amount due, including the assessed late fee. The City understands that, due to an unintended oversight or timing issue, a customer may forget to pay a bill from time to time. As a courtesy to our customers in good account standing, described at having had no penalty fees assessed within the past six billing periods (i.e. 48 weeks), the City will also waive the $10 late fee.The account related to Complaint ID [redacted] has had delinquent nine times over the past 5 years. In each of these cases, the City has worked with the customer in order to resolve their issues surrounding non-payment of their bills. This includes the late fee being waived in seven of those nine occasions. The City considers every case based on the specific circumstances and understands that each customer has specific needs. We offer customers several options for payment including autopay with checking accounts and credit cards, auto debit from checking accounts, online bill pay, phone payment options, a drop box at City Hall for after hours and walk in payment options during regular business hours. In addition, we are available by phone and even offer customers extensions, payment arrangements, or consider other economic hardship requests.I would be happy to speak to the customer who sent the complaint. I can be reached at [redacted] with any questions.