Cox's Mid Georgia Pest Control

Initial Business Response / [redacted] (1000, 5, 2018/01/11) */ Contact Name and Title: [redacted] Contact Phone: 775-834-8074 Contact Email: [redacted] We will reset the budget back to $65.00 per month. May-October the bill was higher than $65.00 resulting in a higher budget for the next... year. We will give her the same amount as last year, currently she owes us $108.71 for the amount of usage that went over her $65.00 per month. I do see that she has been making larger than $65.00 payments to make up for the leak. But still has a balance. Thank you. Initial Consumer Rebuttal / [redacted] (3000, 7, 2018/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for this resolution. I will pay the current balance when I have received a bill for this. It appears that the billing date should be 01/08/18. I sent in a payment for $100 on December 29th. I am not in the habit of paying bills unless I Have a copy. That said, I have actually reviewed my bills and the budget was set at $55. I would like an explanation as to why it will be $10 more; possibly because I gave incorrect information saying that the budget was $65. I would expect TMWA would review records. Thank you Final Business Response / [redacted] (4000, 9, 2018/01/12) */ I have reached out to this customer by phone, the budget of $65.00 started on February 9, 2017 [redacted] has paid that amount every month up until October when she paid higher than that to catch up with the leak. I have researched this information and it is accurate. Thank you.

Initial Business Response /* (1000, 8, 2016/12/06) */
Contact Name and Title: ***--Director
Contact Phone: 775-834-
Contact Email: ***@***.com
The customer, *** ***, was scheduled for disconnection of water service on 8/31/due to non-payment of the water billThe
past due balance owing on the account was $*** called on that day and made a payment of $to stop the disconnectionAt the time the disconnection was scheduled, we had assessed a $late fee and we placed a $security deposit on her accountOn 9/6/16, we issued a bill in the amount of $323.72, which included the aforementioned late fee and security deposit, as well as the current charge of $The total amount was due by 9/27/*** called when she received that bill on 9/15/and asked that we please remove the depositAs a one-time courtesy, we removed the $security depositThe customer didn't make a payment to us so when her bill was issued on 10/6/16, it included another later charge of $4.69, the past due balance of $93.51, as well as the new charges of $75.15, bringing the total amount due to $This amount was due on 10/27/Once again, we did not receive any payment from the customer, nor did she try and contact us regarding some type of arrangementOn 11/2/***'s account was up for disconnect again, as we had not received a payment since 8/31/Her water was turned off and another security deposit was added to the accountIt is unfortunate that we had to turn the water off, but we do issue bills monthly, however the customer had only made payments this year prior to the 11/2/disconnection
As for the reconnection, we try to get water turned back on as quickly as possible, but sometimes circumstances prevent that from happeningThe work is assigned at the beginning of the day, and there are times when the workload doesn't allow for an immediate return tripOur rules state "The Authority will endeavor to restore delivery of water during working hours on the Day of the requestOtherwise, restoration will be made on the regular working Day following the Day the request is made."
Regarding the request that all employees know the status of all customer accounts, that is simply not practicalWe have roughly 125,customer accounts, with different work groups performing different tasks throughout the service areaThe service group that was at the residence to replace the box and lid had no previous knowledge of the disconnectionHis only instructions were to replace the box and lidI spoke to the technician and while he didn't feel he was rude or gave the customer a hard time, he indicated that he did tell the customer that he couldn't just turn it onHe said that he could call to see if payment was made, and if there was an indication that payment was made, he would be able to, but if there wasn't a record of it, he wouldn't be able toHe did call the office and was able to turn the water on as soon as he spoke to one of our Customer Service RepresentativesI am sorry that the customer felt that he was rude, and I have reminded all of our technicians to be aware of their demeanor when interacting with customers
As a resolution, the customer wishes to have the deposit removedWhile we are not able to do that due to the poor payment history on the account, if the customer makes timely payments for one year, the deposit will be credited back to the accountIf the customer asked about this and wasn't told, I apologizeShe also asks that all pending charges be told to herOur current policy is to not speak about pending charges, only charges that have actually been billed outI will review that policy to see if it warrants changingLastly, the customer wishes to have priority given to reconnection service ordersAs it stated before, work orders are assigned in the morningIn order to move reconnections up on the priority list, someone else's previously scheduled order may not get worked, and that is not fair to the other customersWithout increasing staff, which would increase costs to all customers, having reconnections receive a priority status is not a doable solutionIf there are any questions, please feel free to contact me, ***, at ***-***Thank you
Initial Consumer Rebuttal /* (3000, 10, 2016/12/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was unaware of the previous deposit in September being waivedAlso, when I spoke to one of the customer service representative she checked with a manager in regards to a deposit in NovemberI was informed no depositHowever, glad to know my deposit will be credited to my account after a year of timely paymentsWish I would have been given info on the phoneInstead of informing your costumer directlyI had to submit a complaint thru Revdex.comMy main concern is to improve customer service (lack of information/misleading) and the time frame for other to have their water turned on
Final Business Response /* (4000, 12, 2016/12/13) */
The customer has indicated that they do not accept our response, but I am not sure what further action they wish to takeI see she has made a payment arrangement on the account, and as I stated previously, if she makes timely payments, the deposit will be credited back to the accountAt this time, I do not see anything further that needs to be done on this account, however if the customer wishes to speak to me directly, my number is ***-***
Thank you
***
Director Customer Relations

Initial Business Response /* (1000, 5, 2018/01/11) */
Contact Name and Title: ***
Contact Phone: 775-834-
Contact Email: ***
We will reset the budget back to $per monthMay-October the bill was higher than $resulting in a higher budget for the next
yearWe will give her the same amount as last year, currently she owes us $for the amount of usage that went over her $per monthI do see that she has been making larger than $payments to make up for the leakBut still has a balanceThank you
Initial Consumer Rebuttal /* (3000, 7, 2018/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for this resolutionI will pay the current balance when I have received a bill for thisIt appears that the billing date should be 01/08/I sent in a payment for $on December 29thI am not in the habit of paying bills unless I Have a copyThat said, I have actually reviewed my bills and the budget was set at $I would like an explanation as to why it will be $more; possibly because I gave incorrect information saying that the budget was $I would expect TMWA would review recordsThank you
Final Business Response /* (4000, 9, 2018/01/12) */
I have reached out to this customer by phone, the budget of $started on February 9, *** has paid that amount every month up until October when she paid higher than that to catch up with the leakI have researched this information and it is accurateThank you

Initial Business Response /* (1000, 5, 2018/01/11) */
Contact Name and Title: *** CS Manager
Contact Phone: 775-834-
Contact Email: ***
We are actively working on a written response and we feel that we can resolve this issueIt is simply a misunderstanding and
will reach out to the customerThank you
Initial Consumer Rebuttal /* (2000, 7, 2018/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Provided TMWA contacts me within a very short period of timeI am aware that road construction is going on and do not want to risk charges from the City because of any needed repairs*** indicated that that repairs may be necessary but was unable to provide any detail as to what these would beI am happy to install a meter if required; however, the letter needs to state any costs I will incurThank you

Initial Business Response /* (1000, 5, 2016/03/04) */
Contact Name and Title: ***
Contact Phone: 775-834-
Contact Email: ***
As *** really has two separate complaints, I will address the issues independently
On 3/2/6, we dispatched one of our
Technicians to turn off the water at *** due to non-payment of the billBecause the Landlord never called us to take the water service out of his name and *** never called us to put the water service in his name, we had no knowledge that the Landlord was no longer responsible for the water, nor did we have any knowledge that the Landlord had discontinued his relationship with the Property Management Company that was receiving his billsBecause there wasn't any communication with TMWA, of any kind, all we had to go on was that the water bill was not being paid and we had an order to turn it offWe had nearly orders scheduled to be worked that day, with the order to turn the water off at *** being one of themWe turned the water off at 8:36am on 3/2/When *** called, he was upset that we turned the water offIt was explained to him that we didn't know that he had moved in in October and that the previous customer had not paid the water billAs all of our Technicians already had their work set for the day, *** was told that if he could wait until 3/3/16, it would be the standard $activation fee to get water service restored, however, if he needed the water service restored on the same day (3/2/16), we would have to charge our expedited $fee and we would find someone that we could pull off of existing work to try and work him in*** opted for the expedited fee, but was very upset about having to pay itWe were able to get his water on by 1:09pm on 3/2/*** later spoke with our Customer Services Supervisor, ***, regarding the feeThey went back and forth regarding the fee, with *** explaining that the fee would stand because we had to pull someone off to ensure that his water was turned on, and *** complaining that we were unethical and a monopolyAfter quite a bit of this same back and forth discussion, *** asked him if there was anything else that she could do for himHe stated "So you're not going to remove the charge", and when she said no and he said fine, she said "Good-bye" and ended the call*** strongly disagrees with the characterization that she hung up on himI am sorry that I won't be able to help him regarding this complaint
Regarding ***'s complaint that we don't call customers prior to sending them to collections, we do have a policy in place where we call customers that have satisfactory credit with TMWA (less than three late fees in the past year)In ***'s case, he had (7) late fees in addition to (3) 10-day notices and (1) 48-hour notice being mailedAs this would not be considered a good credit rating with TMWA, he wouldn't have been eligible for the phone callTo this point, I see where it may be advantageous to both the customer as well as TMWA if we alter our policy to call more of the customers that are being sent to collections, and I will be reviewing that process to improve itFor that suggestion, I do thank ***
If there are any further questions, please feel free to contact me directly at 775-834-
Thank you
***
Director Customer Relations
Truckee Meadows Water Authority

Initial Business Response /* (1000, 5, 2017/02/22) */
Hello ***,
On January 18, Mr*** did call and request a move out for *** *** *** ***At that time the representative from Truckee Meadows Water Authority (TMWA) asked for an updated mailing address for the final bill to be
sent when the move out was completed on February 6, Mr*** never once on the call from January 18, request a move in for *** *** ***On January 20, Mr*** called and asked why the water was off at his new addressWhen the TMWA representative looked at the account and discovered that a move in was not scheduled asked Mr*** if he had requested a move in? He said, "yes, when I called for the move out I requested it"The representative did advise him that we would pull that call to verify if in fact he did request the move inIf he had requested it, we would have only charged him the connection fee of $not the expiated fee of $I have listened to both calls and so has Mr***, he was in our office yesterday and listened to the callsThe only thing that I am willing to do for him is reduce the fee to $from $which is the fee for a move in
Thank you,
***
Initial Consumer Rebuttal /* (3000, 7, 2017/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did provide them with a new address and I did notify them that I am moving out / if I am leaving one place with water service and notify them with a new address doesnt it make sense that I would be needing water service and in the same zone area RENO and they are the WATER AUTHORITY IN THE RENO AREA ! it just make sense that people would need water as a basic needs for daily living , since water is a main source of LIFE I firmly believe that they made a mistake , it is there duty to inform , assist public of in anyway to provide service of life witch is water Thank You Very Much ! I still stand on $full refund
Final Business Response /* (4000, 9, 2017/02/28) */
I thought that my last response was clear, we would have still charged him the $dollars for the new Move inI have already credited his account for $dollarsThere is nothing else that I can doThe fee for a Move in is $dollars, that is what we have billed him forThank you