Clay Maxey Ford of Berryville, LLC

Complaint: [redacted] I am rejecting this response because: On numerous occasions I had called BTU and spoke to them directly regarding the adjustment process, how large of a credit I should expect to see and when I should expect to see itI have clearly outlined the situation in my original complaint Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thanks to everyone involved for getting this resolved Regards, [redacted]

We appreciate the opportunity to respond to the customer’s concern On July 25, 2017, a new tenant applied for utility service for the customer’s location which automatically “moved out” the customer in the BTU Customer Information System (CIS) software The customer states that she called around that time and inquired about her account All calls that come into our phone center begin with a customer service representative accessing the account and verifying account and customer information so we are assured that we are speaking with the customer of record in the BTU CIS system We do not give out any information about the customer or account without making sure we are only talking to authorized people listed on the account Please see the attached copy of the customer’s history screen that shows every transaction, every time the account was accessed, payments, etc., in chronological order On this screen shot you can see the first time this account was accessed, “INQRY – General Inquiry”, was September 26th Our computer system automatically records everything associated with accounts, every account accessed, billing details, screens accessed, account changes, payments, etc During the summer of 2017, and after the time when the customer was automatically moved out, we did not receive a call and the account was not accessed The final bill for the customer’s account was generated on August 3, 2017, and when it was not paid we began our standard collection procedures Once the fourth collection letter was sent, days post account close, we impacted the customer’s credit which is also a standard collection process; that credit action was issued on December 28, On January 19, 2018, we received a phone call from the customer who demanded that we remove the credit impact for the outstanding utility bill We told her that we will certainly do that but the outstanding balance must be paid first She demanded that we first send an update to the credit bureau, then she would pay We stand by our promise that once the account balance is paid in full we will issue an action item to the credit bureau who will then update her recordsAs the BTU staff member charged with bill collection also offered to the customer over the phone, which we have a recording of, once the payment is made we are more than willing to write a letter to the mortgage company or lender that states the account is paid in full with a zero balance

We will email you a copy of all transactions that have happened on your account for the last few months, this will have account activity through October 4, 2016. The transaction summary will show your current balance as of today, which is a credit amount of $.09. The last bill you received was generated on September 8th and the adjustments were made to your account on September 27th. The next bill you receive around October 15th, will show all account activity, the adjustments and the payment, that happened since the last bill on September 8th. You’ll notice on the transaction summary that the payment you made on October and the adjustment amount of $brings your account balance to a credit amount of $.09. If you would like any other information please let us know

We are sorry for the trouble our customer had in receiving a paper bill. On September 27th, after we spoke to the customer, the Customer Service Supervisor waived the service fees totaling $and a late fee of $5.94, once she realized the problems he had receiving his bill in the
mail. To explain the situation, after the customer transferred into his new residence he emailed us in mid-August and asked us to send a copy of his bill. We emailed the bill and requested that he confirm his mailing address but we did not receive a reply. This happened again a few weeks later. We did not have his current mailing address in our billing system. On September 27th, his services were disconnected and once we talked with him on the phone about the situation we waived the associated fees totaling $30.94. The customer mentions that his online account did not allow him to make a payment. We do not show that an online account has been set up for the new account number. For security reasons the online accounts are set up by individual account numbers so this will need to be done by the customer for his new account. During the call on the 27th, our Customer Service Representative explained how to set up the online account if the customer is interested in doing that in the future. The customer’s information is current in our system and all correspondence will be going to his mailing address

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thanks to everyone involved for getting this resolved.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have not yet received the "updated" current bill due by Oct 3rd in the mail box.Please either send me an email or update the online account created today Oct 3 2016 indicating where this credit was applied.Attach is the current bill I am seeing on the account, I dont see any where the credit was applied.Please get back to me asap at [redacted] or [redacted]
Regards,
[redacted]

Our customer originally contacted BTU on February 17,2017 and was given the Public Works phone number.  On March 6th, customer called to see if BTU had received the adjustment, BTU had not received anything from the City of Bryan (COB).  BTU waived the late fees due to the pending...

credit.  On March 9th, BTU received the credit amount from COB Public Works.  The customer called BTU on March 10th and was not happy with the adjustment amount.  BTU transferred the customer to Public Works.  The process of determining if a credit should be given to a customer with a private leak is handled by COB Public Works.  There is a standard "Water Statement Adjustment Policy" that is in place and followed by public works when determining amounts to credit for water adjustments.  COB Public Works calculates the adjustment amount and notifies BTU of any credit that needs to be applied to the account.  The credit was issued as it was calculated by the formula.

Complaint: [redacted]
I am rejecting this response because:
On numerous occasions I had called BTU and spoke to them directly regarding the adjustment process, how large of a credit I should expect to see and when I should expect to see it. I have clearly outlined the situation in my original complaint. 
Regards,
[redacted]

We appreciate the opportunity to respond to the customer’s concern.  On July 25, 2017, a new tenant applied for utility service for the customer’s location which automatically “moved out” the customer in the BTU Customer Information System (CIS) software.  The customer states that she...

called around that time and inquired about her account.  All calls that come into our phone center begin with a customer service representative accessing the account and verifying account and customer information so we are assured that we are speaking with the customer of record in the BTU CIS system.  We do not give out any information about the customer or account without making sure we are only talking to authorized people listed on the account.  Please see the attached copy of the customer’s history screen that shows every transaction, every time the account was accessed, payments, etc., in chronological order.  On this screen shot you can see the first time this account was accessed, “INQRY – General Inquiry”, was September 26th.  Our computer system automatically records everything associated with accounts, every account accessed, billing details, screens accessed, account changes, payments, etc.  During the summer of 2017, and after the time when the customer was automatically moved out, we did not receive a call and the account was not accessed.  The final bill for the customer’s account was generated on August 3, 2017, and when it was not paid we began our standard collection procedures.  Once the fourth collection letter was sent, 120 days post account close, we impacted the customer’s credit which is also a standard collection process; that credit action was issued on December 28, 2017.  On January 19, 2018, we received a phone call from the customer who demanded that we remove the credit impact for the outstanding utility bill.  We told her that we will certainly do that but the outstanding balance must be paid first.  She demanded that we first send an update to the credit bureau, then she would pay.  We stand by our promise that once the account balance is paid in full we will issue an action item to the credit bureau who will then update her records. As the BTU staff member charged with bill collection also offered to the customer over the phone, which we have a recording of, once the payment is made we are more than willing to write a letter to the mortgage company or lender that states the account is paid in full with a zero balance.