Columbus Light and Water

Whenever reports of ablevels of usage are reported, our standard procedure is to send a meter reader to re-read the meter in questionThe re-read is compared to the previous read to determine if human error created the calculation of the abusage In this particular case, since it involved a new owner needing a fresh read, we did a final read to close out the old account (ex-owner) and used the same final read to start the new owner's account About a week or so later, our billing cycle called for this location to be read The read we got at this time, performed by a different meter reader, compared very closely to the read we did when the final read was done for the ex-owner This close comparison indicates that human error was not involved when the reading was performed either at final for the ex-owner OR at the billing cycle read for the first, new-owner bill IF a prior error or an estimate was made in reading the meter, the error would correct on the next accurate reading as these readings are running accumulations (current reading less prior reading equals month's usage) However, estimated readings are so notated on the account and appear on the customers' billThere were no estimated readings on this account Furthermore, Columbus Light and Water will only use average-billing when a leak has been found, corrected, and certified by a licensed plumber Therefore, in this case, since the owner said there was no leak we cannot adjust the usage billing to a 3-month average Since we cannot monitor our customers' water usage to explain anomalies, all we can do is check readings for human error or check the meter for malfunctions If a customer requests a meter check, we physically change out the meter and run diagnostics on it This service costs the owner $***If the meter is found to be faulty, we refund the fee In this case, the location now has a new owner who would have to request a meter check and pay the fee Since the ex-owner has received a refund (less final bill) of their utility deposit, we have closed this location/customer account

We ask all of our customers to maintain a current phone number and forwarding address to allow communication, if required, after the service is terminated.  Since the customer did not give us forwarding information, neither Columbus Light and Water nor our collection agency could get in touch...

with the customer to notify her of the collection fee added to her account. We add 50% to net amounts (after applying deposits) that our customers refuse to pay. This charge is to cover the collection agency fees.  Except for this reference to a "50" amount from the percentage added, we are unsure where the customer came up with "50".We made all reasonable efforts, as we do with all of our customers, to maintain contact information.  It's up to the customer to maintain their information.

Whenever reports of abnormal levels of usage are reported, our standard procedure is to send a meter reader to re-read the meter in question. The re-read is compared to the previous read to determine if human error created the calculation of the abnormal usage.
 
In this...

particular case, since it involved a new owner needing a fresh read, we did a final read to close out the old account (ex-owner) and used the same final read to start the new owner's account.  About a week or so later, our normal billing cycle called for this location to be read.  The read we got at this time, performed by a different meter reader, compared very closely to the read we did when the final read was done for the ex-owner.  This close comparison indicates that human error was not involved when the reading was performed either at final for the ex-owner OR at the billing cycle read for the first, new-owner bill.  
 
IF a prior error or an estimate was made in reading the meter, the error would correct on the next accurate reading as these readings are running accumulations (current reading less prior reading equals month's usage).  However, estimated readings are so notated on the account and appear on the customers' bill. There were no estimated readings on this account.
 
Furthermore, Columbus Light and Water will only use average-billing when a leak has been found, corrected, and certified by a licensed plumber.  Therefore, in this case, since the owner said there was no leak we cannot adjust the usage billing to a 3-month average.
 
Since we cannot monitor our customers' water usage to explain anomalies, all we can do is check readings for human error or check the meter for malfunctions.  If a customer requests a meter check, we physically change out the meter and run diagnostics on it.  This service costs the owner $[redacted]. If the meter is found to be faulty, we refund the fee.  In this case, the location now has a new owner who would have to request a meter check and pay the fee.
 
Since the ex-owner has received a refund (less final bill) of their utility deposit, we have closed this location/customer account.

Complaint: [redacted]
I am rejecting this response because: I did provide a forwarding address and my phone number was on file in the initial application for utilities. I have had the same number for over 4 years, so the number as well as place of employment have not changed since the time I had that service. I did not refuse to pay and I was not notified of any policy that allows them to add 50% of the bill for collections. The response from the collections department was extremely different stating they did receive a forwarding address but the numbers were not right. they had 513 not 531. If they had an address they had to have received it from the company. Also, there was no way of me knowing the final bill amount if I had not received correspondence after I left the residence.
Regards,
[redacted]

We regret the confusion and miscommunication that has arisen in this situation. We appreciate the feedback and will make every effort to improve our collection process for delinquent bills.

We ask all of our customers to maintain a current phone number and forwarding address to allow communication, if required, after the service is terminated.  Since the customer did not give us forwarding information, neither Columbus Light and Water nor our collection agency could get in...

touch with the customer to notify her of the collection fee added to her account. We add 50% to net amounts (after applying deposits) that our customers refuse to pay. This charge is to cover the collection agency fees.  Except for this reference to a "50" amount from the percentage added, we are unsure where the customer came up with "50".We made all reasonable efforts, as we do with all of our customers, to maintain contact information.  It's up to the customer to maintain their information.