7/22/ Colmbus Water Works received a complaint from [redacted] concerning her increased water usage for June and July Until this letter from *** [redacted] , we had not received a request to recheck the meter or a customer service representative had not spoken with herHowever, we sent a Meter Technician to the [redacted] address to re-read the meter and check for a leak today, July 22, at 1:37pmThe technician found that the meter was creepingThis means that it showed that the meter was indicating a possible leakThe new reading was We previously read the meter on 6/3/with the reading This confirms that the reading the Meter Reader read on 6/was correct as it is showing more usage today(6CCF of Water) This is determined by subtracting the previous reading of from the current reading of I called Mr and Mrs [redacted] today after discovering they may have a leak so that they would be able to find the leak and make repairs before the next bills became too highWhen mentioning this to Mr [redacted] , that our records did not indicate Mrs [redacted] had spoken with anyone concerning this matter, he stated that she told the Cashier and she could not tell her anythingI explained that the Cashier takes payments and this matter would be handled by a Customer Service Representative Columbus Water Works does have a leak credit adjustment policy which provides one-third credit on the water and sewer portion of the bill for two monthsOnce the repairs are made, the Invoice or Repair bill can be brought to Columbus Water Works, which provides documentation on the repairs, and the bill can be adjusted The July bill also reflects an increased garbage fee from $to $ Thank you for allowing us to respond to Mrs [redacted] concerns [redacted] Customer Service Manager Columbus Water Works
April 18, Revdex.com Attn: *** *** P O Box Columbus, GA 31902- RE: Case# *** *** ***
class="NoSpacing"> Dear MS *** Thank you for allowing us to respond to MS ***’s complaint concerning the increase of her April bill and her water usage over the past year Columbus Water Works read our meters every two months until the month of April We previously divided the 6o-day water usage into two billings; billing half of the usage the month we read the meter and then saving the other half for the following month. This meant that our customers were actually a month behind in being billed for all of their water usage up to that monthThis is why our customers received two bills consecutively for the same amount. There may have been different usage during each of the two months but when dividing it in half it would appear to be exactly the same. We do not estimate the bills MS *** used 12ccf during the past months in questions during the bi-monthly reading periodWe billed her for 6ccf the month we read the meter and held the other 6ccf until the following month. MS *** used the same amount from bi-monthly reading to bi-monthly reading over the past several months resulting in the appearance that she used the same amount each month However, in April of this year, we began reading all meters monthly so that each month’s reading would be a true indicator of that month’s actual usage. In order to make this change, we had to “catch up” the usage that we held back and bill all the 60-day usage on the April billThis is why the April bill was larger; it is for days of water usage instead of daysWe have sent information of this change to all our customers in their March and April bills in addition to a separate mailing to their homeWe also placed ads in the Ledger and local television stations MS ***’s meter has been read again for May and the bill is lower than her previously billsHer usage is 5ccf for the 30-day usage. I have included a screen- print of her account usage and the billing confirming all the above We do apologize that MS *** experience with our Customer Service department was unpleasant. We usually get compliments and high rating for customer service. Please accept our apologies for not meeting your expectations Should you have further questions concerning this matter, please feel free to call me at ###-###-#### Cordially, *** *** Customer Service Manager CC: *** *** Senior Vice President Finance and Customer Service
August 7,
Revdex.com
Response to customer *** *** *** complaint
Thank you again for allowing Columbus Water to repsond to the concerns of Mrs***I have been out of town or would have responded sooner
As mentioned in my last reponse to Mrs ***'s complaint of her high water usage, our technican *** *** found the meter creeping very slowiyHe read the meter reading on 7/18/At the time of her letter, we had only billed her to the reading which was read on 6/3/
On 8/4/14, the Meter Reader read the meter reading
As a double check, the Supervisor of the Meter Maintdept rechecked the meter again today and also re-read the meterIt read This confirms that the meter has been read correctly and that Mrs*** has not been over billed or billed incorrectlyHe supervisor also found that the meter was creeping ( or moving) slowlyNo one was home at this time, yet the meter indicated that water was slowly being used
We do have a leak credit policy which will adjust the customers bills with 1/of the water and sewer portion of their bill for two monthsA repair bill in necessary for this adjustment for auditing purposes
I understand Mrs***'s concern but Columbus Water Works can only report what is actualThe information I provided previously and today are actual readings and findings by three the different employees ( Meter Reader, Meter Technician and Supervisor of Meter Maintainence)
To recap the Readings and findings, please see below"
6/3/Reading-
7/18/Reading -
8/4/Reading -( creeping real slow)
8/7/Reading 675 (creeping real slow)
Thank you again for allowing us to address this complaint
*** ***
Customer Service Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not agree with the merchants statement. The issue was not resolved, only excuses to justify their actions. I was told that the serviceman would wait as the call was made. If he would of stated the fact that policy will not allow him to stay is one thing it is another to lie and leave. Also several calls were not returned. The merchant is not willing to accept any wrong done, only to cover up the wrong doing of several employees.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.See attachment.
Regards,
[redacted]
7/22/14
Colmbus Water Works received a complaint from [redacted] concerning her increased water usage for June and July 2014.
Until this letter from [redacted]...
[redacted], we had not received a request to recheck the meter or a customer service representative had not spoken with her. However, we sent a Meter Technician to the [redacted] address to re-read the meter and check for a leak today, July 22, 2014 at 1:37pm. The technician found that the meter was creeping. This means that it showed that the meter was indicating a possible leak. The new reading was 669. We previously read the meter on 6/3/14 with the reading 663. This confirms that the reading the Meter Reader read on 6/3 was correct as it is showing more usage today. (6CCF of Water) This is determined by subtracting the previous reading of 663 from the current reading of 669.
I called Mr and Mrs [redacted] today after discovering they may have a leak so that they would be able to find the leak and make repairs before the next bills became too high. When mentioning this to Mr. [redacted], that our records did not indicate Mrs. [redacted] had spoken with anyone concerning this matter, he stated that she told the Cashier and she could not tell her anything. I explained that the Cashier takes payments and this matter would be handled by a Customer Service Representative.
Columbus Water Works does have a leak credit adjustment policy which provides one-third credit on the water and sewer portion of the bill for two months. Once the repairs are made, the Invoice or Repair bill can be brought to Columbus Water Works, which provides documentation on the repairs, and the bill can be adjusted.
The July 2014 bill also reflects an increased garbage fee from $14.14 to $15.00.
Thank you for allowing us to respond to Mrs. [redacted] concerns.
[redacted]
Customer Service Manager
Columbus Water Works
Bureau Attn: Dispute Resolution Team
P O Box 2587
Columbus, GA 31902-2587
RE: Case# [redacted] – [redacted]
To Whom It May Concern:
Thank you for allowing us to respond to Mr. [redacted]’ complaint concerning the technician not waiting to verify his account information before disconnecting his water service and not getting a return call after leaving four voicemail messages.
The information below is a synopsis of the events:
June 14, 2016 - The account became delinquent and the meter was locked for nonpayment.
June 24, 2016 - The Final Bill was mailed to the service location.
June 29, 2016 – CWW customer service representative responded to a message Mrs. Ginny [redacted] left with our answering service by leaving a message informing Mrs. [redacted] of the amount owed in order to reopen the account.
July 14, 2016 – Consumption (unauthorized usage) registered on the meter although the meter was turned off and locked on June 14, 2016 and the account was closed for nonpayment. Subsequently, a courtesy letter marked ‘occupant’ was mailed to the service location asking the resident to contact our office because water was being used on a closed account.
July 26, 2016 – Mr. [redacted] was at the residence when the Meter Technician arrived to remove the meter. Mr. [redacted] said the technician told him he would wait while he contacted customer service to verify the billing information but instead drove off. Our technicians’ workload does not afford them the opportunity to wait for customers to speak with Customer Service to resolve billing issues. The technician confirmed he advised Mr. [redacted] to call Customer Service but continued to complete the work order to pull the meter at 2:47pm as no payment had been made and the meter was on for over a month unauthorized.
Mr. [redacted] stated he called Customer Service to verify his account information and left four messages for the supervisor to call him. Mr. [redacted] spoke with a representative at 3:11pm and paid the fees at 3:14pm for the services to be restored.
Mrs. [redacted], Customer Service Supervisor, did call Mr. [redacted]’ Cell phone number serval time and got his voice mail. She then called the contact phone number listed on his account and addressed Mrs. [redacted]’ concerns about the status of the account. Mrs. [redacted] went on to explain they had issues with not receiving mail and have since purchased a mail box with a lock.
We made multiple attempts to inform the customer to contact our office with no response. Because the water was on unauthorized; as a last resort, the meter had to be pulled to prompt payment of all fees owed.
I apologize that Mr. [redacted]’ experience with Columbus Water Works was unpleasant. We usually get compliments and high rating for customer service. Please accept our apologies for not meeting your expectations.
Should you have further questions concerning this matter, please feel free to call me at [redacted].
Cordially,
[redacted]
Customer Service Manager
CC: [redacted]: Senior Vice President Finance and Customer Service
Customer Information:
[redacted]
Regarding this complaint received today, we have searched our database and all areas of communication and could not find any request for meter repair at [redacted]...
Street. We sent a CWW representative to this address and did find and repair a water leak at the meter. Based upon current readings, bill is not excessive as compared to previous usage by this customer. Called Mrs. [redacted]. She said everything was fine now and thanked us for coming out. Told her to call us back if she had any more problems.
7/22/ Colmbus Water Works received a complaint from [redacted] concerning her increased water usage for June and July Until this letter from *** [redacted] , we had not received a request to recheck the meter or a customer service representative had not spoken with herHowever, we sent a Meter Technician to the [redacted] address to re-read the meter and check for a leak today, July 22, at 1:37pmThe technician found that the meter was creepingThis means that it showed that the meter was indicating a possible leakThe new reading was We previously read the meter on 6/3/with the reading This confirms that the reading the Meter Reader read on 6/was correct as it is showing more usage today(6CCF of Water) This is determined by subtracting the previous reading of from the current reading of I called Mr and Mrs [redacted] today after discovering they may have a leak so that they would be able to find the leak and make repairs before the next bills became too highWhen mentioning this to Mr [redacted] , that our records did not indicate Mrs [redacted] had spoken with anyone concerning this matter, he stated that she told the Cashier and she could not tell her anythingI explained that the Cashier takes payments and this matter would be handled by a Customer Service Representative Columbus Water Works does have a leak credit adjustment policy which provides one-third credit on the water and sewer portion of the bill for two monthsOnce the repairs are made, the Invoice or Repair bill can be brought to Columbus Water Works, which provides documentation on the repairs, and the bill can be adjusted The July bill also reflects an increased garbage fee from $to $ Thank you for allowing us to respond to Mrs [redacted] concerns [redacted] Customer Service Manager Columbus Water Works
April 18, Revdex.com Attn: *** *** P O Box Columbus, GA 31902- RE: Case# *** *** ***
class="NoSpacing"> Dear MS *** Thank you for allowing us to respond to MS ***’s complaint concerning the increase of her April bill and her water usage over the past year Columbus Water Works read our meters every two months until the month of April We previously divided the 6o-day water usage into two billings; billing half of the usage the month we read the meter and then saving the other half for the following month. This meant that our customers were actually a month behind in being billed for all of their water usage up to that monthThis is why our customers received two bills consecutively for the same amount. There may have been different usage during each of the two months but when dividing it in half it would appear to be exactly the same. We do not estimate the bills MS *** used 12ccf during the past months in questions during the bi-monthly reading periodWe billed her for 6ccf the month we read the meter and held the other 6ccf until the following month. MS *** used the same amount from bi-monthly reading to bi-monthly reading over the past several months resulting in the appearance that she used the same amount each month However, in April of this year, we began reading all meters monthly so that each month’s reading would be a true indicator of that month’s actual usage. In order to make this change, we had to “catch up” the usage that we held back and bill all the 60-day usage on the April billThis is why the April bill was larger; it is for days of water usage instead of daysWe have sent information of this change to all our customers in their March and April bills in addition to a separate mailing to their homeWe also placed ads in the Ledger and local television stations MS ***’s meter has been read again for May and the bill is lower than her previously billsHer usage is 5ccf for the 30-day usage. I have included a screen- print of her account usage and the billing confirming all the above We do apologize that MS *** experience with our Customer Service department was unpleasant. We usually get compliments and high rating for customer service. Please accept our apologies for not meeting your expectations Should you have further questions concerning this matter, please feel free to call me at ###-###-#### Cordially, *** *** Customer Service Manager CC: *** *** Senior Vice President Finance and Customer Service
August 7,
Revdex.com
Response to customer *** *** *** complaint
Thank you again for allowing Columbus Water to repsond to the concerns of Mrs***I have been out of town or would have responded sooner
As mentioned in my last reponse to Mrs ***'s complaint of her high water usage, our technican *** *** found the meter creeping very slowiyHe read the meter reading on 7/18/At the time of her letter, we had only billed her to the reading which was read on 6/3/
On 8/4/14, the Meter Reader read the meter reading
As a double check, the Supervisor of the Meter Maintdept rechecked the meter again today and also re-read the meterIt read This confirms that the meter has been read correctly and that Mrs*** has not been over billed or billed incorrectlyHe supervisor also found that the meter was creeping ( or moving) slowlyNo one was home at this time, yet the meter indicated that water was slowly being used
We do have a leak credit policy which will adjust the customers bills with 1/of the water and sewer portion of their bill for two monthsA repair bill in necessary for this adjustment for auditing purposes
I understand Mrs***'s concern but Columbus Water Works can only report what is actualThe information I provided previously and today are actual readings and findings by three the different employees ( Meter Reader, Meter Technician and Supervisor of Meter Maintainence)
To recap the Readings and findings, please see below"
6/3/Reading-
7/18/Reading -
8/4/Reading -( creeping real slow)
8/7/Reading 675 (creeping real slow)
Thank you again for allowing us to address this complaint
*** ***
Customer Service Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not agree with the merchants statement. The issue was not resolved, only excuses to justify their actions. I was told that the serviceman would wait as the call was made. If he would of stated the fact that policy will not allow him to stay is one thing it is another to lie and leave. Also several calls were not returned. The merchant is not willing to accept any wrong done, only to cover up the wrong doing of several employees.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.See attachment.
Regards,
[redacted]
7/22/14
Colmbus Water Works received a complaint from [redacted] concerning her increased water usage for June and July 2014.
Until this letter from [redacted]...
[redacted], we had not received a request to recheck the meter or a customer service representative had not spoken with her. However, we sent a Meter Technician to the [redacted] address to re-read the meter and check for a leak today, July 22, 2014 at 1:37pm. The technician found that the meter was creeping. This means that it showed that the meter was indicating a possible leak. The new reading was 669. We previously read the meter on 6/3/14 with the reading 663. This confirms that the reading the Meter Reader read on 6/3 was correct as it is showing more usage today. (6CCF of Water) This is determined by subtracting the previous reading of 663 from the current reading of 669.
I called Mr and Mrs [redacted] today after discovering they may have a leak so that they would be able to find the leak and make repairs before the next bills became too high. When mentioning this to Mr. [redacted], that our records did not indicate Mrs. [redacted] had spoken with anyone concerning this matter, he stated that she told the Cashier and she could not tell her anything. I explained that the Cashier takes payments and this matter would be handled by a Customer Service Representative.
Columbus Water Works does have a leak credit adjustment policy which provides one-third credit on the water and sewer portion of the bill for two months. Once the repairs are made, the Invoice or Repair bill can be brought to Columbus Water Works, which provides documentation on the repairs, and the bill can be adjusted.
The July 2014 bill also reflects an increased garbage fee from $14.14 to $15.00.
Thank you for allowing us to respond to Mrs. [redacted] concerns.
[redacted]
Customer Service Manager
Columbus Water Works
August 4, 2016
Better Business...
Bureau Attn: Dispute Resolution Team
P O Box 2587
Columbus, GA 31902-2587
RE: Case# [redacted] – [redacted]
To Whom It May Concern:
Thank you for allowing us to respond to Mr. [redacted]’ complaint concerning the technician not waiting to verify his account information before disconnecting his water service and not getting a return call after leaving four voicemail messages.
The information below is a synopsis of the events:
June 14, 2016 - The account became delinquent and the meter was locked for nonpayment.
June 24, 2016 - The Final Bill was mailed to the service location.
June 29, 2016 – CWW customer service representative responded to a message Mrs. Ginny [redacted] left with our answering service by leaving a message informing Mrs. [redacted] of the amount owed in order to reopen the account.
July 14, 2016 – Consumption (unauthorized usage) registered on the meter although the meter was turned off and locked on June 14, 2016 and the account was closed for nonpayment. Subsequently, a courtesy letter marked ‘occupant’ was mailed to the service location asking the resident to contact our office because water was being used on a closed account.
July 26, 2016 – Mr. [redacted] was at the residence when the Meter Technician arrived to remove the meter. Mr. [redacted] said the technician told him he would wait while he contacted customer service to verify the billing information but instead drove off. Our technicians’ workload does not afford them the opportunity to wait for customers to speak with Customer Service to resolve billing issues. The technician confirmed he advised Mr. [redacted] to call Customer Service but continued to complete the work order to pull the meter at 2:47pm as no payment had been made and the meter was on for over a month unauthorized.
Mr. [redacted] stated he called Customer Service to verify his account information and left four messages for the supervisor to call him. Mr. [redacted] spoke with a representative at 3:11pm and paid the fees at 3:14pm for the services to be restored.
Mrs. [redacted], Customer Service Supervisor, did call Mr. [redacted]’ Cell phone number serval time and got his voice mail. She then called the contact phone number listed on his account and addressed Mrs. [redacted]’ concerns about the status of the account. Mrs. [redacted] went on to explain they had issues with not receiving mail and have since purchased a mail box with a lock.
We made multiple attempts to inform the customer to contact our office with no response. Because the water was on unauthorized; as a last resort, the meter had to be pulled to prompt payment of all fees owed.
I apologize that Mr. [redacted]’ experience with Columbus Water Works was unpleasant. We usually get compliments and high rating for customer service. Please accept our apologies for not meeting your expectations.
Should you have further questions concerning this matter, please feel free to call me at [redacted].
Cordially,
[redacted]
Customer Service Manager
CC: [redacted]: Senior Vice President Finance and Customer Service
Customer Information:
[redacted]
Regarding this complaint received today, we have searched our database and all areas of communication and could not find any request for meter repair at [redacted]...
Street. We sent a CWW representative to this address and did find and repair a water leak at the meter. Based upon current readings, bill is not excessive as compared to previous usage by this customer. Called Mrs. [redacted]. She said everything was fine now and thanked us for coming out. Told her to call us back if she had any more problems.