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Emigrant Funding Corporation

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Emigrant Funding Corporation Reviews (110)

Ms. [redacted] requested to start service online, but we found that a deposit would be required.  Citizens emailed the customer to advise of the amount due and asked her to contact our office to advise when the deposit was paid, so we could complete the turn on request.  The customer paid...

the deposit, but never contacted our office, so she was never activated in billing.
 
Shortly thereafter, we identified that there was usage on the meter, since August 2017, but we had no active service at the property and no one was in billing.  Ms. [redacted] contacted our office about the requested turn on and we advised her of the usage showing on the meter.  She indicated that she didn’t move in until December 1, 2017, so we asked her for a copy of the lease to identify responsibility for the usage. 
 
Upon review of the lease, we found that some of the usage occurred after 12/1/17, the time that Ms. [redacted] was living in the home.  We advised her that she would responsible for a portion of the bill, from 12/1/2017.  The total amount due will be $82.32.  Ms. [redacted] was originally given an amount of $104.39, which was incorrect.  We have corrected the account and contacted the customer to advised of our findings and that she will have a credit in the amount to $ 22.68 on her first bill.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
After talking to the first person over the phone that day before talking to someone "in charge" and being highly disrespected, I talked to the second person that told me there was nothing they could do about the fact THAT I NEVER RECEIVED ANY NOTIFICATIONS. She continued to state I should have received letters in the mail, which I never did because I clearly would have called to set up a time/date instead of expectantly having my water off . The woman then stated that they had absolutely no one to come THE DAY THEY DECIDED TO SHUT OFF MY WATER. I have never missed a bill, have never even had a disconnect notice and they can just decide when to shut my water off and then tell me they can't set it up for even up to a week if I'm unable to be at home at THEIR convenience. So, not only did I not have water that entire day, I had to go buy gallons of water for myself and my pets, I also had to call off of work the next day because they refused to turn my water back on until I could arrange a different day. Therefore, they should be responsible for refunding what I missed at work. Maybe that will teach this corrupt business to handle their business in a more humane way instead of what they see fit or on their terms. 
Regards,
[redacted]

The customer was notified that the services would be scheduled for disconnection after 2/25/17 if a payment of $101.92 wasn't made.  The payment wasn't received by the due date and the service were disconnected.  Once the service is disconnected, the entire account balance, plus a deposit...

and reconnection fees are required to restore the service.For the customer, the past due amount of $101.92, plus the current charges of $105.34, plus a deposit of $186.64 deposit, and the reconnection fee was $44.00.  Making the total amount due $437.90. The customer paid $436.26 to restore the service.A work order to turn the service back is scheduled for Saturday March 4th as we only offer a limited availability for same day restorations.  When the customer called today, the available same day restorations had already been filled for today.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Just to make it clear it was more than one rep that failed to place my reconnection order not just one like Citizen response states..But this response/resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was told by your representative (Kimberly) that the meter was defective nothing was said about a gasket and if there was a gasket issue it would have had to be between the meter and the sewer which would not be my responsibility. Again, the commission said that they do not get involved in refunds and did not hear the case. Please stop with the misinformation. Once again will you submit to a binding arbitration to resolve this issue?Regards,
[redacted]

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

The customer did have a toilet leak in September that caused high usage in August and September 2016.  The leak was repaired and an adjustment for the excess water loss was processed in October 2016.  Ms. [redacted] contacted our office on April 7th and was concerned...

with the continued high usage after the toilet was repaired and she questioned whether the meter was broken. The usage on the meter remained higher than the normal usage prior to the toilet leak, but was still less than the amount used in the toilet leak.  The representative explained that if a meter is broken that it will quit registering usage and undercharge a customer.  It doesn't over bill a customer. The representative explained that we could send someone out, but that we would remove the old meter and replace it with a new meter.  Ms. [redacted] agreed, so on April 7th, we changed the meter.  Once a meter is changed, it is brought back to the office and is tested to validate if it's in proper working condition per our terms and conditions. At this time, we are waiting for the test results from the old meter.
If the test results show the meter was in proper working condition, there was something else using the excess water at the property and it wasn't a broken meter.  Something at the property was continued to leak after the toilet was repaired.  Based on the fact that the usage returned to the customer's normal usage after the meter was changned, we would suspect there was a leak at the meter connection in the meter pit.  This type of leak is typically the customer's responsibility to repair; however, when the new meter was set and the connection was tightened to secure the new meter, it possibly stopped the leak.  We will need the test results back from the meter test before we can move forward with a conclusion.  If this is the case, we can then review the account for a possible underground leak adjustment.  We should have the results of the meter test in the next day or two.

The January 2017 meter reading was estimated due to the meter pit being flooded with groundwater.  This  caused Citizens to be unable to read the water meter.  Since sewer usage is based on the water usage, we were forced to estimate the bill for January.  We were able to obtain...

an actual meter reading in February 2017. All accounts are billed on a monthly basis.  For the sewer portion of the bill, sewer usage is calculated based on the months water usage.  Water meters are read monthly and billed monthly in accordance with the terms and conditions approved by the Indiana Utility Regulatory Commission.  The actual usage or estimate captured at the time of the billing will then be used to calculate a customer’s bill.  The process doesn’t allow for re-averaging of bills when an estimate is used the prior month.

There are two issues going on with this complaint.  First issue:  We sent the customer a letter on 5/12/2017 advising we needed to resolve the issue of not being able to read the meter, due to the touch pad being broken/gone (this our reading device to read the meter).  Customer...

contacted us on 5/16/2017 in response to the letter, to set up a time for us to come out and repair the touch paid in order for us to get accurate readings.   Order was created for 5/24/2017; this was the date that was convenient for the customer. When our technician arrived his notes indicated the meter is in the pit in the ground and he was able to obtain a reading, therefore he did not install the electronic reader. However he also noted the customer has a dog, this would be reason enough to install an electronic reader.   The electronic reader provides us with a way to read the meter without disturbing the dogs or entering through the customer’s gate.   On 8/10/2017 customer contacted us again due to receiving a tag indicating we could not read the water meter.   The rep explained we need to add the electronic device to read the meter, she apologized that the first technician did not install the meter.  The customer agreed this device needed to be installed due to the dogs. Representative advised we would schedule the installation of the electronic reader on 8/16/2017. The customer also requested we replace the stop and waste valve because the handle has been missing since he moved in.  The rep advised the owner is responsible for replacing the stop and waste valve.   The customer’s girlfriend called us on 8/16/2017 to confirm when we were coming.  Due to a high volume of emergency calls that day, it was necessary to reschedule the order.  The customer agreed to a Saturday order on 8/26/2017.  Customer advised the technician on 8/26/2017 that he wanted the curb box located and marked so he could replace the stop and waste valve.   We came out on 8/27/2017 to locate and mark the box, however the technician indicated he was unable to find the box and sent the order over to another area within Citizens to locate the curb box on 8/29/2017. Second issue: Customer called us back on 10/24/2017 to advise storm drains were put in and that a contractor came out and restored the driveway and put it over our curb box(the curb box is where we turn the water on and off at the street).  Customer claims a hole was dug next to the driveway by Citizens and he wanted the hole filled.  Rep created a case to restore the area.   Customer contacted us again on 11/15/2017 regarding the stop and waste valve leak and a property line leak before the meter.  Whenever there is a leak before the meter, the customer is not being charged for the water; however the water is being wasted.  We give the customer 30 days to repair the leak to avoid interruption of service. We went out on 12/27/2017 to confirm repair for the stop and waste valve was complete, technician confirmed the valve was repaired; however the connection needed to be raised 6 inches. Customer contacted us again on 12/28/2017 disputing that the connection needed to be raised.  We sent another technician out on 12/29/2017 and confirmed the pit still needs to be raised.   We sent customer a letter on 12/29/2017 stating pit condition needs to be corrected.   Our position is the homeowner is responsible for the repairs that he made and for raising the meter pit to code.

Citizens verified on June 4th and on June 9th, that there is a leak at the meter on the compression fittings, after the original request was made June 3rd.  The customer's plumber provided incorrect information stating the leak is the responsibility of Citizens to repair.  The...

repair of any portion of the water service line is the responsibility of the customer.  The leak is on the street side of the meter and isn't registering the water loss.  A notice outlining the finding and a follow up letter was sent to the customer.  The letter gives the customer 30 days to make the repairs to the compression fittings as the leak is attributing to unaccounted for water loss on the distribution system.
Citizens left notification of the findings and confirmed the responsibility of the leak. Our service personnel can be pulled off to address emergency work, however, we should have notified the customer of the change in date/time in the original work order.  We apologize for any confusion and delays.

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Address: 147 Beech St, Boston, Massachusetts, United States, 02131-2714

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