Crestview Water and Sanitation District

Dear [redacted] , Thank you for providing Mr [redacted] ’s rejection of our initial response to the Revdex.com dated May 17, In Crestview’s response to the Revdex.com on May 17, regarding Mr [redacted] ’s initial complaint, Crestview acknowledged that Mr [redacted] ’s bill was corrected for the April and May billing and for the sewer billing period of March through March On May 11, Mr [redacted] requested to be placed on Crestview’s June 8, Board meeting agenda Mr [redacted] was placed first on the agenda Mr [redacted] did not appear at the June 8th meeting With Mr [redacted] not appearing at the June 8th meeting, the Board considered this complaint to be closed Thank you for your time, [redacted] ***

Complaint: ***
I am rejecting this response because:I had no idea that anyone placed me on that board meeting for June I'm simply amazed by this districts dysfunction! I never got any response to my request to the president and I assumed they never included me. Everyone needs to be wary of this outrageous organization!
Sincerely,
*** ***

Good afternoon [redacted], I wanted to attach the email chain to the “Respond to the Complaint” section of your website but was having some difficulty.  With that, please accept this email as Crestview’s response to the customer concern #[redacted].   In the email chain below, you will find a...

conversation between the concerned customer and myself.  My email sent on May 12th was actually sent to the customer at 8:12 AM I have also attached the customer’s billing history for the past five years for reference.   As you will read, Crestview did inadvertently miscalculate the customer’s sewer average.  On Thursday, May 12, 2016 I replied to the customer by email  to thank him for pointing out the miscalculation.  I also acknowledged the error and that it has been corrected and that his sewer bills for the 2016 sewer average billing period (March to March) will reflect the correction.  The customer states that Crestview utilized the October and November bills to calculate his sewer average.  Crestview only used December 2015, and January, February and March of 2016 usage to calculate his sewer average.   It is never Crestview’s desire to bill its customers incorrectly and will do everything in our power to make the appropriate corrections as promptly as possible.       Please let me know if you need any additional information,   [redacted]   [redacted] District Manager Crestview Water & Sanitation District PO Box 21299 Denver, CO 80221 Office [redacted] Cell [redacted]   From: [redacted] [mailto:[redacted]] Sent: Thursday, May 12, 2016 9:20 AM To: [redacted] <[redacted]> Subject: RE: Intentional overbilling at Crestview!   I appreciate your response but I've also observed some serious concerns in how this situation has been handled (for example, your false inclusion of October and November bills was quite telling as they are NEVER used in setting annual sewer fees).     I am seeking help in looking into the broader issues that have been raised here.   [redacted]    -----Original Message----- From: [redacted] Sent: Thu, 12 May 2016 15:12:29 +0000 To: [redacted] Subject: RE: Intentional overbilling at Crestview! Good morning Mr. [redacted],   I would like to personally thank you for pointing out the fact that unfortunately, Crestview miscalculated your sewer bill for 2016.  In our trainings over the years, we have been instructed from past managers that removing zeros or excessive usages ultimately helps the customers’ sewer average.  In your case, it harmed you and I apologize for that.  Your email made me reassess the district’s method of sewer “averaging”.  Your account is a very good example of how removing a zero and dividing by three makes the average more than it should be.  After all, averaging is taking the sum of a group of numbers then dividing the sum by the quantity of those numbers in that group.    Your winter month usage is as follows: December           2015       2000 January                2016       1000 February              2016              0 March                   2016       1000                                         ...⇄ 4000   4000 / 4 = 1000   If the zero is removed, the total is still 4,000 gallons, but dividing that number by three produces a 1,333 gallon average.  With your diligence in conserving water within your home ultimately causing you to use just under 1000 gallons of water per month, the zero in this calculation must be included in the calculation as it does hold value.    I will adjust your sewer charges for 2016 to reflect 1,000 gallons per month.   Please accept my apologies and thank you again for pointing out an unfortunate flaw in our calculations.    Have a safe 2016.   [redacted]   [redacted] District Manager Crestview Water & Sanitation District PO Box 21299 Denver, CO 80221 Office [redacted] Cell [redacted]   From: [redacted] [mailto:[redacted]] Sent: Wednesday, May 11, 2016 2:30 PM To: [redacted] <[redacted]> Subject: RE: Intentional overbilling at Crestview!   This is a rather skillfully-written evasion of the policies I have been told about in the past, including that if one bill is a fluke (such as having a leaky toilet or hose), they can take 3 bills and recalculate the winter usage. I now have 4 bills that show between 0-1,000 gallons of usage. I don't travel, I live here!     My last 4 bills have ranged between 0-1,000 gallons because I often tend to use just under 1,000 gallons, and I've had these discussions with the Crestview staff before. Unfortunately, your system only reads usage in 1,000 gallon increments. They know that these numbers have gone on for many years, and again, I'm being penalized for conserving water!    I was also told years ago that they would use 1,000 gallons as my winter minimum and we all agreed that was fair, as I appear to use just under that amount. You are clearly not dealing with the real world. My bills after that 11/19 bill are: 1,000, 0, 1,000, 0, 1,000. My historical use is exactly that. Your are stealing from me, pure and simple!    BTW, your were quoted as saying that it was only 330 extra gallons per month and you refused to adjust the bill, indicating you are knowingly doing this.    And yes, my legislators need to know how you and Crestview are behaving!    [redacted] -----Original Message----- From: [redacted] Sent: Wed, 11 May 2016 20:07:29 +0000 To: [redacted] Subject: RE: Intentional overbilling at Crestview! Good afternoon Mr. [redacted],   Crestview’s acting President, [redacted], passed your email on to me this morning.    I understand you are concerned about your 2016 sewer bill calculation.  I have discussed your account with our Office Manager, [redacted].    Crestview’s Rules and Regulations, Article III – Sewer Charges, Section A – Rates within the District, paragraph 2 details how Crestview calculates its customer’s sewer charges for each year.  Please allow me to quote Paragraph 2.  “Customers other than Industrial Customers (see below) who also receive water from the District shall pay a volume charge for all billable usage each month in the amount shown in Appendix C for each 1,000 (one thousand) gallons or portion thereof.  The billable usage shall be determined by the average monthly water usage billed during the four-month period, December through March, or the period as determined by the District.  The volume charge as determined will reflect volume and strength cost associated with normal domestic wastewater and eliminate non-sewer water usage such as irrigation.  When determined, the volume charge will be applied uniformly each month”.  Crestview’s Rules and Regulations can be found on the District’s website at www.crestviewwater.com.   Crestview performs the annual sewer averaging in March for every customer within Crestview’s service area according to the above stated rules.  Please see the attached yearly consumption Analysis data for your home at 2441 Valley View Drive.  Months with no consumption such as the February 2016 usage, that month of zero consumption is excluded for the sewer average calculation.  The average was calculated based on December, January and March.  With that said, the average winter consumption for 2441 Valley View Drive is 4,000 / 3 = 1,333 gallons per month.    Within the past week, you have asked to have the 333 gallons removed from the 2016 calculation due to a leaky exterior faucet in December.  Our analysis of the account shows that there was 2,000 gallons of water metered in October, November and December of 2015.  Since there is history showing consecutive months with 2,000 gallons of water metered into the home, the 2,000 gallons used in December were used for the calculation.   Please understand that Crestview does monitor excessive usages during these months while calculating the sewer averages for our customers and if a month of usage is found to be excessive, that month’s usage may be excluded.  The usage in your account does not indicate excessive usage and was therefore calculated accordingly.   I received a call this morning from Ms. [redacted] of the [redacted] ’s office representing [redacted] and [redacted].  Ms. [redacted] stated that you emailed both [redacted] and [redacted] regarding your sewer bill from Crestview.  She has been carbon copied in this email to allow her to provide this information to [redacted] and [redacted].   Also copied in this email, is Crestview’s attorney [redacted].   Thank you for your continued effort in conserving water within your home and for your interest in Crestview’s customer billing process.   Sincerely, [redacted]   [redacted] District Manager Crestview Water & Sanitation District PO Box 21299 Denver, CO 80221 Office [redacted] Cell [redacted]   From: [redacted] Sent: Wednesday, May 11, 2016 10:51 AM To: [redacted] <[redacted]> Subject: FW: Intentional overbilling at Crestview!   [redacted], Could you please read the email below from Mr. [redacted] regarding his 2016 sewer charges?   I understand his concerns and empathize, however, Crestview's Rules and Regulations dictate how the sewer charges are assessed each year.  My concern is that with 5,700 sewer customers, if we were to reduce Mr. [redacted]'s sewer charges, we would have to do the same for our customers district wide.  Please let Mr. [redacted] know that he can meet with you and me to discuss his bill or he can attend a meeting of the Board to ask for their assistance.     Please also talk with the staff about their communications with Mr. [redacted] and how his concerns were addressed.   Thanks,    [redacted] Acting President Crestview Water & Sanitation District      From: [redacted]] Sent: Tuesday, May 10, 2016 5:20 PM To: [redacted] Subject: Intentional overbilling at Crestview! Dear [redacted]:   I tried to send this message to [redacted] yesterday but it bounced back today: What's going on at Crestview? I've been a customer for over 25 years and I've never been treated so badly before. My usage hovers around 0-1,000 monthly (I live frugally as a senior citizen), and I usually pay the minimum sewer fee. I found a dripping hose spigot early last December and made sure it was off. All the bills since that time show 0 or 1,000 usage, my usual winter usage pattern.  I left several messages for Tanya about this in the last week and I didn't hear back. I spoke to a manager today, Laurie and apparently, they she claimed that the district manager is refusing to adjust my bill to reflect my actual usage, claiming it was only an extra 33 gallons! I'm being billed for sewer fees that do not reflect my actual sewer usage.   Since when is this acceptable at Crestview?  My address is [redacted] This needs to be fixed or I will file complaints and talk to my state rep.  [redacted] Watch dolphins, sharks & orcas on your desktop! Check it out at [redacted] Free 3D Earth Screensaver Watch the Earth right on your desktop! Check it out at [redacted] Free Online Photosharing - Share your photos online with your friends and family! Visit [redacted] to find out more!

Dear [redacted], Thank you for providing Mr. [redacted]’s rejection of our initial response to the Revdex.com dated May 17, 2016.  In Crestview’s response to the Revdex.com on May 17, 2016 regarding Mr. [redacted]’s initial complaint, Crestview acknowledged that Mr. [redacted]’s bill was corrected for the April and May billing and for the sewer billing period of March 2016 through March 2017.    On May 11, 2016 Mr. [redacted] requested to be placed on Crestview’s June 8, 2016 Board meeting agenda.  Mr. [redacted] was placed first on the agenda.  Mr. [redacted] did not appear at the June 8th meeting.  With Mr. [redacted] not appearing at the June 8th meeting, the Board considered this complaint to be closed.   Thank you for your time, [redacted]