EPCOR Water

These people took over for another company that I never had an issue with in years. Immediately I have problems. Bills coming after due dates, bills with different amounts due on them. I send payment, and then my water is disconnected anyway. No notice. Nothing. These people are the worst.

Review: I made two calls on 8/23/15 attempting to have my bill reconcile with no resolution. I was told a supervisor would call me at work today. No one called. On 8/24/15, I made a third call to later be hung up on. When I rec'd my billing of 7/16/15, instead of paying $69.88 on the account, I mistakenly paid the previous balance of $61.84 which they confirmed payment. They are they billing me the 69.88 with no credit for the $61.84 payment plus my current chargs of $65.95 for a total amount due of $135.83.Desired Settlement: Better serve their customers and do as they say. Be responsive when a customer calls. The payment of $61.84 was paid twice, it needs to be credited to my account.

Best Regards,

Business

Response:

The payment of $61.84 was applied on 7/10 for the balance bringing the balance to 0, however she was billed again on 7/16 for $69.88 and then again on 8/17 for $65.95 so that is why her balance is $135.86 currently. I have left her a voice mail message to go over any questions she may have, however she was credited for the $61.84 payment that she felt she did not receive credit for, and has been billed twice since her last payment. Please let me know if you have any further questions that we can answer for you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I now consider the matter resolved. My biggest complaint was didn't follow up by phone as promised. The matter is now resolved. Thank you.

Review: I moved into my home on October 11, 2013. When I received my first bill, for 14 units of water, I felt it was extremely high, so I contacted Epcor. The gentleman I spoke with, basically said that this was the amount due and I should pay it, if I wanted to continue service. I insisted that it was too much, but he didn't want to take the time to talk to me, so I paid the bill. My next bill was for 6 units and included a partial credit because I was overbilled by 8 units for the previous month (more than double what I should have paid for). When I called for an explanation, the agent told me that my bill had been based on an "estimate", rather than an actual meter read, and that I shouldn't have any problems in the future. Well, I received my third bill on January 13, 2014, and immediately called because the January 8th meter reading said (estimate - 515) and I had been billed for a total of 10 units. Knowing that my average usage had been 6 units per month, I knew that the "estimate" was incorrect AGAIN. I spoke with another customer service agent, who said that she would request a review of my account and have the meter checked, then follow up with me by Tuesday or Wednesday (1/21 or 1/22) of the next week. I was curious about the meter reading, so I read it myself on January 14th and the reading was 511 (4 units - 4,000 gallons - LESS than what they had "estimated" SIX DAYS EARLIER). I called Epcor again on January 14th to note this information and was told again that they would follow-up with me the following week. I NEVER RECEIVED A CALL BACK. So I called again on Friday, January 24th, and was told that they were waiting on a response from the local office and they would follow-up with me the next week. I NEVER RECEIVED A CALL BACK. So I called again on January 31st. This time, I was told that the meter had been replaced and they were still working with the local office to find out how much my bill should actually be, so they couldn't give me an amount yet, but the guy placed a 14 day hold on my account (the payment was due in just 4 days, at this point) and he promised that he would personally call me back, no later than Wednesday of the following week (2/5/14), with an accurate amount, so I could pay my bill. I NEVER RECEIVED A CALL BACK. So I called again on February 6th and, after so many attempts to correct my bill, I wrote down the person's name this time ([redacted]). I voiced my frustration with how long this was taking and my complete dissatisfaction with the lack of follow-up. She placed me on hold to "review the notes with her supervisor" and came back to the phone with a very similar story to my previous four calls - Her and her supervisor were going to contact Jeannie France, at the local office, for a definitive solution and call me, no later than February 10th, with an answer. Well, guess what.....Today is February 11th and I NEVER RECEIVED A CALL BACK. I called again this afternoon and spoke with a guy named Louis. He said much of the same, but mentioned that my meter had been read yesterday (probably because it's almost time for my new bill to be processed). AGAIN, he placed more notes in the computer and vowed to have someone call me back.

I am extremely frustrated with Epcor Water and I feel stuck because there are no other options in my area, but water is a necessity. I feel that Epcor is knowingly deceitful with their meter reads and could care less about customer service because they know that we don't have any other choice. I would like for them to be investigated and forced to be held responsible for their actions. This should not be acceptable and I know that I am not the only person, in my neighborhood, with these complaints.Desired Settlement: I want to know what the actual amount of my January bill should be, so I can pay it. I do not want to over-pay Epcor again and wait for credit later. I want an immediate credit for the amount that I was overbilled and I want them to start READING my meter every month, rather than billing me based on ridiculous estimates.

Business

Response:

We had spoken with Ms. [redacted] and resolved her concerns, her transponder was not registering, however the meter itself was showing the correct usage. We have issued a $50 courtesy adjustment due to her not receiving the call backs that she had requested, and the way her account was handled, she seemed to be satisfied with our decision. We have changed out her meter so she does have a new meter and transponder, so she will not experience any further issues and we apologized for the delay in reaching her, as we had left several voice mail messages before we finally were able to discuss her account with her.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I paid my last Epcor water bill in the middle of May 2014. After paying the last bill, I closed my Epcor water account. My balance at the closing of the account is $0. However, for whaterver reason, Epcor decided to ask the collection agency to collect some money from me.

I called Epcor Water around the first week of June 2014. I explained the problem and Epcor customer care promised to contact the collection agency to remove the collection since I have $0 balance. Around the 3rd week of June, I called Epcor again since they didn't contact the collection agency. Once again, they promised to call the collection agency to remove any collection. But nothing happened.

On the 3rd week of July 2014, I called Epcor again since they didn't fix the issue with the collection agency. In the middle of conversation, the phone was disconnected.

Collection Agency:

Client Services INCDesired Settlement: Please contact the collection agency to remove any collection. There should be no collection at all since my account balance is $0.

Business

Response:

The request was put into our collection agency to remove once the balance of the losing bill was paid. We are following up to ensure this has happened.

Review: My family is in the process of relocating from Boise, Idaho to Surprise, Arizona. This issue began yesterday when we arrived to our rental home in Surprise. I am permanently disabled. I have a cervical neck injury that results in nonstop throbbing pain at the top of my neck, a connected condition called cervicogenic dizziness which causes me to always be dizzy and for the dizziness to increase in severity in sync with the increasing of pain severity from my neck injury, and an anxiety disorder that results in uncontrollable shaking and intense panic attacks. I have reached out to the company twice by phone and once by email about my issue. I have acknowledged in every contact that I am at fault for not remembering to get our services set up in advance. Impaired concentration and memory are documented issues that result from my anxiety disorder. My email has not received a response and both calls I have been told politely that the company doesn't care about my disability in regards to service activation and we will be without water until Monday by 11:00 AM. I have repeatedly explained that it is more than an inconvenience for me to be without water for 5 days. My disability often confines me to my home and I do not know anyone here so I cannot even find a way to bathe during that time. I am also undergoing an extreme change in weather. As I am acclimating to the huge increase in heat a constant large water supply is imperative. I simply need our water access turned on. I offered to have my husband do it himself if the technician could simply explain how as an alternative option. The representative didn't even respond to that offer. I asked to speak with a supervisor and was denied. I am sorry that I am disabled and that my disability both caused this problem and makes it extremely worse! I cannot be denied water access for 5 days.Desired Settlement: Please simply have someone from the company turn the water on or allow and provide instructions to my husband so he can do it.

I want to start by stating this is the first time I've ever had to file a complaint because the customer service received was so poor. If you simply google Epcor you will come across countless articles of negative comments and reviews and incredible price increases. Well I am bothered by that but even more so when my wife recently called in to question some charges on our most recent bill. My wife was on the phone close to an hour most of it which she

spent holding. Eventually she was told a supervisor would call her back, guess what no one ever called!! Long story short after 2 plus hours and 3 phone calls (most of it holding) we still cannot get help and it seems as though these people have zero customer service. The experience was a nightmare for my wife I told her ill happily pay the extra charges we didn't understand rather than summons her to another call with Epcor!

Review: I was a tenant in a home that is serviced by EPCOR water. My lease ended on 4/30/2014 and I submitted a request to discontinue service on the EPCOR website. This request was not processed and as a result my account was not closed until 6/6/2014. I am also being charged for water/sewer usage for the month that I did not live at the address. When contacting EPCOR customer service, they said that they do not have proof that I requested to have the service discontinued through an online service request and that I am responsible for the bill even though I did not live there.Desired Settlement: I would like my account to be closed as of 4/30 as originally requested through their online system and any charges for the month of May (when I did not live at the service address) to be reversed and taken off my account.

Business

Response:

After speaking with [redacted] today, she had forgotten to call in to set up service to start in her name partly due to her illness as she forget things. She was given the first available date which was not the same day however once the local office was made aware of her circumstances in the local office, we had the service turned on the same day.

Our call center should have turned this over to the local office as we resolved her issues and addressed them on Friday 6/6 and she had service the same day. If the work schedule is full we can always over ride this based on the needs of our customers. She did not call to set up service in advance to her moving into the property. She did say she had contacted the Revdex.com to say it was resolved, and she did get same day service. She did state that the call center could not authorize same day service so she went up the ladder to get her service established. Service is established based on our schedule however it fills up fast if we do not receive advance notice, and we do normally require 24 hour notice to accomodate all of our customers needs. She appreciated the fast response and the personal call to follow up with her. Please let us know if there are any further questions or concerns.

Consumer

Response:

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.

In the resolution statement from Epcor water, they address an issue with [redacted]. My name is [redacted]. They have responded to the wrong complaint!!! No, this resolution is not acceptable because they didn't respond to MY complaint.

Regards,

Business

Response:

We spoke with Mr. [redacted] and advised him that when a web request is made to discontinue service a task is assigned to complete, and we have no record of him requesting the service to be closed a final read taken and a final bill to be issued. This would be between him and the owner of the property where he was renting and we have contacted him to see if he is willing to take responsibility for the bill after his lease was completed, and are waiting to hear back from him at this point to ensure the charges can be reversed. Once we hear back from him and he is agreeable that his tenant did not reside here we can have the charges reversed. I have sent a copy of the final bill to him to try and get closure to this complaint. Please let me know if you have any further questions and I will update you as we hear back from the owner of the property as we have no record of Mr. [redacted] requesting a final read and for the account to be closed in his name as we have reviewed all of our web requests.

Thank you,

Operations Specialist

EPCOR Water USA

Consumer

Response:

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.

At this time, I can neither approve or reject the resolution given as we are waiting to hear back from the property owner. When can I expect to know the result of the contact with the property owner? It should also be noted that I have never worked directly with the owner of the property as they use a property management company for the home (HomeQwik). If the owner indicates that I am not responsible then I would consider the matter addressed satisfactory. However, if the responsibility still falls on me (from Epcor's perspective), then some other resolution would need to offered.

Regards,

Business

Response:

We are going to waive the charges as there may have been issues with our website during that timeframe so we are reversing the charges being Mr. [redacted] did provide a copy of his new lease as proof that he was residing at another property after 4/30. We are advising him of our decision.

Review: Receiving robo-calls more than four in a day and as late as 11:30 pm from identifying entity "[redacted]. " Calller does not reveal truth that they are contracted with Epscor Water and caller hangs up as call is consumer answers. My billing issue with Epcor has been resolved. This release of my phone number to a third party is unethical; Third party hangs up call so has not achieved any viable purpose other than to harrass; my phone is on a do-not-call list against robo-calls; calls are outside hours dictated by law. I do not have right to cease business with Epcor Water as rmy response to this illegal and unethical practice. Connection between this calling practice by [redacted]. and Epcor Water is not public knowledge. Website for [redacted] does not disclose their contract with Epcor Water or its collection practices. Website for [redacted] does indicate tthat they do collect consumer information for politial release.

Business

Response:

Ms. [redacted], Epcor does not share information with other parties as you indicated in your complaint. I have reveiwed your account and find nothing inicating any outbound calls were made from us at all. We can appreciate you being frustrated with receiving calls late in the evening however we are not resposible for the calls being made to you. If the call hangs up when it is answered, I agree that is unacceptable. Please investigate further so that the calls will cease, but rest assured we are not the party calling you. Please contact me personally if you need any further assistance at [redacted].

Consumer

Response:

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.

Regards,

I had spoken directly with 2 staff at [redacted], Both revealed that they have been contracted with Epcor for purpose of making those calls. The calls stopped after I com[lained to Revdex.com.

Review: My EPCOR water bill was due and paid in full utilizing Wells Fargo Bill Pay. I paid my water bill in full on 4/21/2014, I called EPCOR water and indicated I was out of town on a family emergency and that I could provide them with a Ref # from Wells Fargo which provides proof of payment, and I could also provide EPCOR water with a PDF file that indicates proof of payment. The EPCOR representative could not take the information. On 4/24/2014 my water was turned off and I was forced to pay a $90 re-connect fee after I paid my bill "AGAIN" on the EPCOR website. The EPCOR rep was Tammy # [redacted].Desired Settlement: I want the $90 reconnect fee removed from my acct.

Business

Response:

We did not receive the payment from Mr. Anderson's bank until 4/28, however he did access our automated system on 4/24 so he needs to verify with his bank why there was a several day delay in us receiving the payment. His bank may cut a check even though they take the money immediately from his account, and then they proabably mail it so he does need to allow time for the payment to reach us. I do not see anywhere on his account where he called in a confirmation number for his payment prior to his service being interrupted, as we could have put a hold on his account to allow additional time for the payment to reach us had he contacted us to inform us of the payment. All of our phone calls are recorded and the only call that we received was on 4/24 when he called to find out why his water was shut off, and that was when he provided a confirmation number. Had the confirmation number been provided previously we could have allowed additional time and put a hold on his account, so his service was not interrupted. We did send out a shut off notice and also provided 2 reminder calls, which allowed enough time for the customer to get the payment made before his service was interrupted. We did go out after hours once he called us with the confirmation number and could verify the payment to restore his service, however there is a fee associated with us sending out a truck to restore the service which he was charged. In the future if he contacts us with a confirmation number we can provide an extension on the account to allow time for the payment to reach us. Please let us know if you have any further questions, and I have left a voice mail message with the customer to return my call.

Review: In June of 2013, I called Epcorwater to set up a payment arrangement, which was set up. I would pay the. Current due on the due date which mostly was on the 2nd of the month and the payment arrangement amount of 60.72 on the third of the month, there would be three payments of 60.72 to clear the past due balance. On july 2nd I called epcor water, I told the customer service rep that I was unable to pay the current balance on the due date, I was only able to pay the payment arrangement amount of 60.72 on july 3rd, it was set up for me to pay the current due of 147.97 on july 11th and make the payment of 60.72 on the july 3rd as scheduled which I did make both payments. I went on to make the current due amount of 115.72 on 08.02.2013 and payment arrangement amount of 60.72 on 08.03.2013 based on the arrangement set up. So today, 08.27.2013 my water is turned off, I call epcor and am told that the payment arrangement was broken because the july 2nd payment of 147.97 was not made on july 2nd, I explained to them how I called on the 2nd and spoke with CSR about this. I am told the call on july 2nd will have to be pulled and listened to and the supervisor will call me back, I called at 9.04 am and it is now 11.31 am and I still have not recieved a call back. Also, during my conversation today I asked to speak with a supervisor and was told that there was only one supervisor on duty and that all the managers were busy. Because there aren't any competitors for epcor in this area, epcor can get away with treatings customers like this and not being held accountable for their actions. I have decided to move to a area where epcor is not even considered.Desired Settlement: Turn my water back on.

Business

Response:

We had extended a payment term based on what Ms. [redacted] agreed she could pay, extending her payments out and mailing her a copy of the payemnt term. She had defaulted on a term already this year, and we provided a new term to try and assist her. In order for the payment terms to stay in affect she must pay the balance due by the due date of the term, otherwise the full past due balance will become due before the service will be restored which she understood when the arrangement was made as normally if you have defulted on a payment term you are not eligible for one year so we did try to accomodate her needs. She is also sent a termination notice to advise her that her service could be interrupted if she does not contact us, which was not done. When her service was shut off it was restored within 2 hours of being turned off, she wanted it restored immediately and it was explained that it would be today as soon as they were back in her area. Nothng on any of her calls indicate she asked to speak with a Supervisor, and she spoke with several different Customer Care Reps. I do see that she expected the service back on right away calling 45 minutes later and said she still had no water, and the water is restored as soon as the Rep. is back in the area, I do not see that her account was not handled properly, but I do see that she was impatient with wanting her service restored immediatley.

Review: I was starting service with Epcore water. never moved into the house called to cancel service. got a bill for 155.00 for water bill and never moved into house. Epcor stated I never called to cancel service and now I owe 155.00. very rude and disrespectful people.Desired Settlement: to not owe money for water I never used. never lived at that address.

Business

Response:

We pulled all of our phone records, as all of our calls are recorded and found no record of her calling to cancel the service that she had requested. We even went so far as to contact the owner who stated she would not take responsiblity for the bills however the bill has been paid in full now, we cannot confirm who paid the balance off. It is our belief that she did not call to cancel the request to start service which is between her and the owner being the account has been paid in full. Please let us know if you have any further questions.

Review: Here are the Statistics from my EPCOR Water monthly Bill:

- Water consumption for months January 2013 through June 2013 was three (3) thousand gallons per month, which is normal for a single person residence.

- Water consumption for the month of July 2013 is five (5) thousand gallons.

- Water consumption for the month of August 2013 is six (6) thousand gallons.

- NOTE: my water consumption DOES NOT CHANGE in the summer months e.g. for irrigation. My irrigation system remains on same cycle year-round.

- NOTE: I live alone. I purchased home (8) years.

On August 28, 2013 by my request the EPCOR serviceman came out. He changed nothing. He showed me that my WATER METER was "running" WITH MY HOME FAUCETS TURNED OFF. The EPCOR serviceman said the Water Meter was SHOWING "leak". The EPCOR serviceman said "Call a plumber".

On August 29, 2013 by my request "[redacted]" came out, Mr. [redacted] and Mr. [redacted]. They checked everything the EPCOR serviceman had checked, also turned OFF the water to my home, whereby [redacted] and [redacted] said, "It seems there is NO LEAK inside your home AND we see NO EVIDENCE of a leak outside."

[redacted] and [redacted] said, "Did the EPCOR Company change the water meter?" I answered "No! they did not change anything", they replied, "The Water Meter may be at fault."

On August 30, 2013 I contacted EPCOR again. I told EPCOR what [redacted] told me and I asked for replacement of my Water Meter. The EPCOR representative responded, "We cannot replace the water meter but we can test it and charge you $10.00 if we find no problem with it". I responded, "I want my water meter tested." She replied, "It will take a few days to complete the test". That was on a Friday, the next day, Saturday, I noticed my Water Meter "cover" was removed AND THE METER SEEMED "quiet" not like previous days "running" constantly and showing "leak". I thought EPCOR must be working on the Meter and they had FOUND THE PROBLEM. I did not touch the Water Meter.

Today, September 3, 2013, EPCOR called me, [redacted] @0925 hours. The EPCOR representative said,

"The increase in your Water Meter consumption, from around (3) thousand gallons a month (which was normal for me, a single resident) then JUMPING to (5) thousand gallons in July 2013 and (6) thousand gallons in August 2013 was NORMAL when the water meter has been changed. The OLD water meter was in error".

I told the EPCOR representative, "I do not believe that" and I asked the EPCOR representative for "the TEST" of my Water Meter at a cost to me of $10.00.

The EPCOR representative instead wanted me to accept a FREE printout! I demanded the test, please.

- I believe EPCOR erroneously thought "their customers" would be INCREASING their water consumption during the summer months e.g. by customers increasing their irrigation cycle during the hot summer months and would thereby NOT NOTICE the erroneous ADDITION of several thousand BOGUS gallons on their EPCOR Water Bill.

- I believe EPCOR's explanation for my increase (a DOUBLING in water usage) is a BOLD FACED LIE.

- I believe EPCOR lied about my Water consumption for the months of July 2013 and August 2013.

- I believe EPCOR came out last weekend (August 31, 2013 through September 2, 2013) and tampered with my Water Meter, thereby stopping the water meter from continuously running.

- I believe EPCOR is LYING when they say, "It is NORMAL to see a DOUBLING in water consumption when the Water Meter is replaced".Desired Settlement: I want EPCOR to ADMIT the PROBLEM was an over-charge by them and a cover-up by their using a BOGUS "LEAK" as subterfuge. Their misuse of their EPCOR water meter was the problem all along.

I want EPCOR to retract that bold-faced-lie, that awfully stupid explanation I was given by their representative of WHY my Water USAGE BILL "DOUBLED" in August 2013 i.e. "It is normal when water meter is replaced TO SEE A DOUBLING in water consumption."

Business

Response:

We have been working with Mr. [redacted] for a while now to try and assist him as we have made several trips to the property, and even found a leak which more than likely is the cause of the slight increase in his usage. We bill per thousand gallons of water used and do not round to the next TG, so if the meter was close to almost a thousand gallons used, it could roll over to the first day of the next billing cycle , and our billing days of service can vary anywhere from 25-35 days of service. He contacted us on 8/22 and asked us to meet him at the property with a call ahead so he could be present, as he felt he could not have used more water. His water meter was changed out to a new meter on 6/5/13 due to the age of the meter as meters last anywhere from 10-15 years normally, and then tend to slow down and not register all the usage but they do not run fast. The water has to actually flow through the meter for the customer to be charged for the usage. He contacted us on 8/27 and asked to meet with us att he property and we provided a call ahead as he indicated as he wanted to be present. We found meter movement at 0.17 gallons per minute and explained he had a leak and it was his responsiblity to repair. He contacted us again on 9/4, and I explained we would do a data logger on the meter which would show daily usage which we would share with him at no cost which we have provided the results.This showed 0.08 and 0.17 gallons per minute running which indicated there is still at leak at the property. We did assist in finding a leak which is more than likely the cause of the increase in usage even though the usage is not out of line with previous years usage being more during the hot summer months as most of the customers experience. I have emailed the results of both the data logger and the meter test to the customer. We even waived the meter test fee as a one time courtesy which is normally a $10 fee, and we do encouarge our customers to witness the meter test which he declined. The meter actually tested slightly slow to the customers advantage. We also sent him a letter on 8/28 to explain to him the his usage had increased slightly, so he may want to check the property for anything that may have changed. We have continued to try and assist Mr. [redacted] and have done everything we could possibly do by waiving fees, however he will be responsible for the usage that went thorugh the water meter. It is not unusual for the usage during the summer months to increase slightly by 1-2 TG which is his case. Please let me know if you need anything further.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

This morning I received a telephone call from EPCOR.

EPCOR Supervisor, [redacted], called 9-4-13 from [redacted] @07:07 AM

- [redacted] wanted to know, "Why are we doing the Water Meter Pull".

- EPCOR, [redacted], again OFFERED me a printout a "Data Log" of the last 90 days.

- EPCOR still wants me to accept their "Data Log" in lieu of TESTING my METER.

- EPCOR is not enamored with TESTING my METER, even though I will be CHARGED $10.00.

I responded, "I want the meter pulled and tested".

[redacted] responded, "We will be out today to replace the meter with a NEW meter".

EPCOR will take my Water Meter to their shop for testing before returning it to me. [redacted] said my meter would be reinstalled after their testing of it.

Review: On 1-28-14 I contacted [redacted] Water company since they would be servicing the new area we were moving to. We ordered new service. I called at 10:34 am and spoke with [redacted]. I was given the information to start up new service. I was told there would be a $55.00 deposit for new service and I inquired about a letter of credit from my prior company which [redacted] told me that if I obtained a letter of credit from my prior company they would waive the deposit.

I had first contacted Epcor Water on 1-28-14 at 10:16 am and spoke with [redacted] who told me they did not service Ft. Mohave, AZso I cancelled my service on 2-17-14 with this company. I anticipated needing a letter of credit from the so I ordered it at that time. [redacted] told me it would be faxed to me within 24-48 hours. As of 1-31-141 had not yet received the letter of credit so I called back and got [redacted] who said she would request this again via the supervisor and I should receive it shortly. It had been mailed to me in lieu of faxing as previously requested and agreed to and it was dated 1-29-14.

I was still recovering from surgery and in extreme pain from other ailments in addition to packing and other factors. I just briefly glanced at the letter to confirm it was a letter of credit prior to faxing it along to [redacted] W ater Company.

I just recently received a bill from [redacted] Water company and it contained a deposit charge

of $55.00. I called [redacted] Water company and spoke with Lorie who told me they did not

have it. I had faxed it the same time I faxed them the signed W ater Reinstatement Waiver which they required to turn on the water if I was not there at the time so I'm wondering why they received the one and not the other because the water was turned on while I was not there.

I refaxed the letter to Lorie at [redacted] Water Company and she called me back and told me that Epcor Water says that we had 3 delinquent payments within the last 6 months and had no disconnection within the last 29 days leading them to believe there had been a disconnection in the past so the deposit had to stay on the bill.

I should have read the letter more thoroughly but I did not. If it didn't work the first time I was still going to have to deal with it so I tried and of course nothing works the first time -no one does there job right the first time.

The problem with this is that first letter seriously hurt my credit reputation and;s completely incorrect.

On 3-7-14 at 11:33AM I called Epcor Water Company. First, their phone system kept saying if you are calling about your account number ending in [redacted] please do this. Well, that's not my account number so I went through all the prompts and entered the correct account number, etc. etc. Everytime' did this (6 times J caned and tried this) it did not recognize the account and when I hit 0 to ta'k to a representative the phone beeped and disconnected. I then called back and instead of hitting the number for billing I entered the number to report outages. I then got a person and spoke to [redacted] tried to look up my account by name and could not find it. Then we tried the service address and no success. I told [redacted] that the service had just recently been cancelled. [redacted] then asked for the account number and could not find it under the account number. [redacted] asked if I had an account under any other name and after some searching finally found the account. I then asked what the balance was and was told O. 1 then asked how many payment were late and was told all payments were received and to clarify I asked [redacted] ifthat meant that no payments were late and [redacted] confirmed that indeed all payments were made on time. I then asked ifthere had been any delinquent notices sent and was confirmed no and again on disconnection of service and was told no.

I had been with Epcor just short of 3 years so was amazed the letter of credit they sent only contained 6 months with no more than 3 delinquent notices and no disconnections as ofthat service year with a letter dated 1-29-14that means no disconnection within the last 29 days. Thus, in 6 months, 3 delinquents and no disconnections in 29 days is the information [redacted] Water Company received.

I then explained to [redacted] that I was calling about the letter of credit I received and how incorrect it was. The letter needed to reflect our fun term of business with them and the correct payment history which [redacted] had already confirmed prior to me bringing up the letter of credit. I asked for this immediately and [redacted] was not clear on•how long this would take and I then asked that it be sent up to a supervisor to be expedited. I wonder iftheyJII fax it or mail it like they did last time when 1 was told it would be faxed.

I have not yet received the corrected letter and even if I receive itl I don't know if the new company will accept it and waive the deposit since the first letter reflected our credit so badly. Also the account number on the letter of credit was off by 1 digit.

Not only do I expect a fully corrected letter of credit reflecting ou r entire history and on time payment record, I also expect a letter of apology to myself and a letter to the new company [redacted] Water Company asking them to accept the new letter and waive their security deposit since itis fully Epcor Water Company's error.

I'll look for a response right away from these companies.

Attached are copies of my notes and most current bill from new company. Desired Settlement: Not only do I expect a fully

corrected letter of credit

reflecting ou r entire history and on

time payment record, I also expect a letter of apology to myself and a letter

to the new company [redacted] Water Company asking them to accept the new letter

and waive their security deposit since itis fully Epcor Water Company's error.

I'll look for a response right away from these companies.

Attached

are copies of my

notes and most current bill from new

company.

Business

Response:

After several attempts and several voice mail messages left, we were able to personally speak with Ms. [redacted] today on the telephone to review her concern's. It seems her biggest concern with EPCOR is she is asking for a letter of credit for extended dates longer than what was already supplied, however after reviewing her acount there were several late fees in 2013 the last being 10/28/13. She was aware after reviewing the due dates on the bills that they were paid several days after the due date, but was under the impression she had grace days and still made them within the timeframe allowed. Her account with us is closed, she will reveiw her statements further, and call me back if she has any further questions. I did spend the time to go over the billing dates and the due dates of her bills that she were in question as far as being late. I answered and addressed all of her concerns with EPCOR, and she does have my direct phone number in the event she needs anything further from us. We do understand her desire to have the deposit waived with her new utility company based on her letter of credit however our dates were based on her payments made to us. Please let us know if you need anything further.

Consumer

Response:

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.

To Whom It May Concern:

I'm responding to the response from Epcor Water that was sent to me by the Revdex.com. First I take offense to her wording that after several attempts and several voice mail messages left. By definition several means more than two but not too many. On 3-17-141 received a voice mail from Epcor Water with no name just a return number. On 3-8-14 I received a voice mail with a name of [redacted] (don't know correct spelling) from Epcor Water. On 3-19-141 returned the calls and left voice mails at 10:02 AM and again at 1:00 PM and then I called again and left voice mails at 9:30 AM and gain at 10:08 AM. So I'm the one that made several attempts to call and leave voice mails - 4 to her 2 to be exact.

We finally touched base on 3-24-14 and discussed the letter of credit. First her tone of voice and attitude were extremely rude and I wasn't very pleased within the manner that she handled herself. Regardless, I still strongly disagree with the wording of the letter.

I first asked her if there was a grace period and she said no there was no grace period. I then asked again and she said well there is kind of a grace period of 24 hours. This statement is not very accurate. If a bill is due on the 1st then technically you have until midnight on the first to get it in. So when does this 24 hours start and is this business hours since it has to be input to the bill when payment is received because if that's the case it's a 3 day grace period as I was told by [redacted] and explained in my prior letter.

Secondly, I was concerned with the length of service provided in the letter because most companies that require a letter of credit require 12 months although [redacted] Water Company was not specific on this point.

Thirdly she states I was late on several payments in 2013 and that I was several days late past the due date. She also stated I was under the impression that I had grace periods and therefor paid the bills within the allotted time. When I'm told there is a 3 day grace period what else am I to expect. The information provided to me was apparently wrong and therefore not my fault which is certainly why I was under the impression I had a 3 day grace period. We'll discuss this shortly.

She also said I had incurred several late fees that were on the bills. If a late fee is called an ADJUSTMENT then I guess there were a few. However, how am I supposed to know that an ADJUSTMET is a late fee. Why doesn't it say it's a late fee I thought it was a tax, rate increase or something along those lines, certainly never did it occur to me that an ADJUSTMENT was a late fee. This is extremely misleading and I'm not even sure it should be listed as an adjustment. If it is a late fee shouldn't it be called a late fee?????? It's extremely misleading. Is this legal to add a late fee and not notify the consumer it's a late fee and call it an adjustment????

She also stated she understands my desire to have my deposit with [redacted] Water Company waived. This wasn't my main concern it was more how the letter was written and the verbiage used within that letter. I had already paid my deposit to [redacted] Water Company and am not concerned with that and am happy to leave that on deposit with them.

I have 2012 and 2013 at my fingertips which I've just recently gone through am including a copy to [redacted] only. Please obtain copies from them should you so desire.

The first copy I've enclosed is the most recent supposedly corrected letter of credit that states that I've made satisfactory payments since 9/1/13 which again is only a 6 month letter of credit, however, she stated I was late in August and October, more details to follow. So if they consider then satisfactory and said thank you for my prompt payment history then I just don't understand any of this.

The main wording of the letter is that I must not have received more than 3 notices of delinquency. This lead [redacted] to think I had 3 delinquent notices. When I asked her what was a delinquent notice she stated it was a notice that went out 14 days past the due date threatening to shut off service. I have never received one of these and all my payments were made within a 3 day grace period as I was told and then there is the clarification of what 24 hours grace period is after stating there was no grace period. So now I have 3 different responses on the grace period issues with 2 people. How can anyone expect to understand this.

Let's review the bills from when Epcor took over [redacted] Water Company starting in 2012:

Bill date 4-4-12, due 4-24-12,1 mailed 4-19-12 allowing for 5 days mailing the May bill reflects a receipt date of 5-3-12 which would be 7 days past the date it should have been received which includes the 5 days mailing time. Note it's still past due date but No ADJUSTMENT or according to then late fee.

BD 5-3-12, due 5-23-12, dropped off at local office 5-21 -12, June bill shows received date of 6-6-12 12 days past receipt date and past the due date. No ADJUSTMENT or "late fee".

BD6-6-12, due 6-26-12, mailed 6-18-13 plus 5 days mailing but shown rec'd 7-5-12 which is 9 days past receipt date and past due date and again no ADJUSTMENT or "late fee"

BD 7-5-12, due 7-25-12, dropped off 7-23-12, shown as rec'd 8-6-12 with no Adjustment.

BD 8-6-12, due 8-27-12, dropped off 8-24-12, shown as rec'd 9-7-12 10 days past receipt date and no ADUSTMENT or "late fee".

BD 9-7-12, due 9-27-12, mailed 9-21-12 plus 5 mailing, shown rec'd as 10-4-12 5 days past receipt date and past due date and no ADJUSTMENT or "late fee"

BD 10-4-12, due 10-24-12, dropped off 10-21-12 shown as rec'd 11-6-12 12 days past receipt date of 10-21-12 and there is a 50 cent ADJUSTMENT.

BD 11-6-12, due 11-26-12, dropped off 11-26-12, shown as rec'd 12-6-12 several days past receipt date and there is a 55 cent ADJUSTMENT.

BD 12-6-12, due 12-26-12, this did not get paid until 12-31-12 and was dropped off in person. I was in Kansas City with my mother dying and I forgot to remind my husband to pay the bills. This was still within a 3 business day grace period and although not an excuse I'm sure some people would understand this lapse. It was shown as rec'd on 1-7-13 4 days past receipt date and there is a 50 cent ADJUSTMENT.

BD 1-7-13, due 1-28-13, mailed 1-23-13 five days mailing not shown as rec'd until 2-6-13 with noADJUTSMENT.

BD 2-6-13, due 2-26-13, dropped off 2-28-13, (within 3 day grace period), not shown as rec'd until 3-6-13 with a 45 cent ADJUSTMENT.

BD 3-6-13, due 3-26-13, dropped off 3-26-13, not shown rec'd until 4-4-13 with a 50 cent ADJUSTMENT.

BD 4-4-13, due 4-24-13, dropped off 4-24-13, not shown as rec'd until 5-6-13 with no ADJUSTMENT.

Bd 5-6-13, due 5-28-13, mailed 5-22-13 plus 5 days mailing, not shown rec'd until 6-6-13 with no ADJUSTMENT.

BD 6-6-13 due 6-26-13, dropped off 6-24-13, not shown as rec'd until 7-5-3 with no ADJUSTMENT.

BD 7-5-13, due 7-25-13, dropped off 7-24-13, not shown as rec'd until 8-6-13, with no ADJUSTMENT.

BD 8-6-13, due 8-26-13, dropped off 8-26-13, not shown as rec 'd until 9-6-13, with a 70 cent ADJUSTMENT

Bd 9-6-13, DUE 9-26-13, dropped off 9-24-13 when I also questioned one of the workers about the increase in our water bill, not shown as rec'd until 10-4-13 with no ADJUSTMENT.

BD 10-4-13, due 10-24-13, dropped off 10-24-13, shown rec'd on 11-6-13 with a 59 cent ADJUSTMENT.

Bd 11-6-13, DUE 11-26-13, Dropped off 11-26-13 and somehow I don't have my December bill so I can't state what date shown of if there was an adjustment.

BD1-7-14, due 1-27-14, mailed 1-21-14 with 5 days mailing shown rec'd as 2-6-14 with no ADJUSTMENT.

BD 2-6-14, due 2-26-14,dropped off 2-24-14, shown even shown as rec'd by 2-18-14 when I rec'd final bill date 2-18-14. I paid the 2-6-14 bill of $20.27 2-24-13 and the 2-18-14 bill had another$10.96 in charges due 3-10-14 which I mailed 2-26-14.

My last bill with Epcor shows a balance due of $31.23 and I have never rec'd a final bill with a zero balance to verify they rec'd my last two payments. I believe I'm due a final bill showing a zero balance.

So from what I can see, if s a processing time error on their part as to when they can get it processed and shown as rec'd as sometimes there have been ADJUSTMENTS when there should not have been and this seems to be most of the times we've dropped them off in person, due to the rec'd dates on all these bills there should be an ADJUSTMENT FEE on all of them if you can consider an ADJUSTMENNT FEE a late fee without knowing that. Nowhere on these bills does it show the ADJUSTMENT FEE is a late fee nor was that ever explained to us when we ordered service and of course we were told a 3 day grace period.

So as far as Epcor's response if s completely inadequate, I did not appreciate the rude attitude of [redacted], she did not explain things to my satisfaction, we have never ever even been close to receiving a notice of delinquency so why is that even in the letter.

I don't really need a response from Epcor again as 1 received several different explanations from several different people including another person I spoke to this morning who gave me a whole different set of information. I don't think there is anything they can say that can be believed to be accurate at this point.

I am unsatisfied with their response and will let that be my final answer.

I am happy to leave my deposit with [redacted] Water Company even though they have refunded it to me I've refused to allow that to come back to me and have paid my bill accordingly.

The whole point of the matter is the manner within which Epcor provided very misleading information in a letter of credit and how they've handled the entire situation.

Review: EPCOR water refusing to give me my refound of 59.27 dollars since 3/05/2015,after violating and withdrawing money illegally from my checking account without my permeation,they keep saying they sended ,but all fabrication please let me know how I can get that back which cased me sever pain and suffering.thanks [redacted]Desired Settlement: get my refound of 59.27 dollars back

Business

Response:

Only one of the $25 return payment fees was paid. He was billed and credited the 2nd fee on his 4/2 bill, and credited the $25 on his 4/24 billing statement. The customer enters the payment information EPCOR water does not enter the information so he entered the information for the payment, incorrectly resulting in it not being paid. He does currently have a $25 credit which appears on his 4/24 statement but that is all he is due and this was a courtesy credit to him. There was not an error made on our part as the payment information was entered by the customer. We do not normally refund the return payment fee due to incorrect information being entered on the part of the customer, however we did agree to do this as a one time courtesy for him. We have explained this to him in multiple conversations. we do not have access to pull anything from his banking institute without his authorization. Please let me know if you have any further questions.

Consumer

Response:

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.The issue of unauthorized withdrawaling from my checking account,and( not) sending my monthly statement in Mail which I requested 3 month ago from ebcot,and not getting my refunds back from their mistakes,DOES NOt MAKE THIS issue's resolved, please take a careful &understanding look at this issue &contact me lar,Regards,[redacted]

Business

Response:

We cannot withdraw money for his account without his authorization, he actually entered the account information in order for the funds to be withdrawn as we do not have his banking information, only he has that as he is not set up on auto pay where we would have the information at our finger tips. We have explained this to him multiple times including in the local office, however he does not seem to understand that he initated this on his end by trying to make an on-line payment. We even credited his account the fees for the payment not being made as a one time courtesy. Nothing was done incorrectly on our end that caused this situation. Please let me know if you have any further questions.

Review: I get a water bill every month from this company. My check of $218.74 cleared my bank on Nov 18 and was due on Nov 24. On Dec 2 I was sent my next month's bill showing I still had not paid my $218.74 November bill. I called Epcor and talked to [redacted], who was not especially customer friendly and she told me she showed it cleared in December but the late fee of $3.27 I still had to pay. It was a confrontational call by her that raised my blood pressure. I never raised my voice. She said once they receive the check it takes them two weeks to post to my account. I find this business practice unacceptable!!!

This is the only water company I can get water from and they should treat their customers fairly.Desired Settlement: I want an apology for the companies bookkeeping error and I want their customer service agents coached on the lousy billing procedures the company has. They should not get in an argument with the customer ever, especially when the customer is right. I think I should also get a credit on my bill.

Business

Response:

I left a voice mail message for Mr. [redacted], as I do show 2 payments in Dec., one was on 12/4 and the other on 12/19 and we will listen to the phone call as all of our phone calls are recorded as to the tone of the call. We post payments the same day they are received. We did credit the late fee of $3.27 on 1/5/15., which she will see on her next billing statement however she was advised that she would be credited as a courtesy on the late payment charge. Once she returns my phone call, I can discuss further with her what her concerns are so we can address them, and get some resolution for her. I know that we did have an issue with [redacted] changing their payment methods for on line banking which caused a delay in us receiving payments so I will discuss this possibility when they return my phone call. Please let me know if you have any further questions or concerns.Thank you,[redacted]###-###-####

Review: My normal bill is about $55, last month it's $150. Something is not right, Your "not-so-helpful" employee checked the meter, no leaks were found. His comment, all is correct, the meter is working properly. So, the question is where did the water go ? The meter is either incorrect or it was read incorrectly. Or, the "mistake" is intentional. In any event, the bill will be paid as I have no recourse against a monopoly.

Review: Every month I pay thru their online system and get a conformation number and then the system doesn't process my payment. I've tried multiple banks and the same thing happens. The company claims it's the bank and the multiple banks say it's them so they keep charging me to make a payment and for late fees.Desired Settlement: Fix your system and stop charging me to make a payment because of the companies failure

Business

Response:

There is no issue with our system, he does need to contact his bank due to how he has his account set up, to not process the payment. We have reviewed and the issue is not with us, the customer needs to contact his bank and change the way he has his account set up to recognize us and make a payment. We never received the payment and it was rejected from his bank He has been instructed on what he needed to do so that his bank will acccept future payment or the problem will continue to occur. Please let us know if you need anything further.

Review: I recieved my bill for May which had a unpaid balance from April. The April bill had been paid in full. I called Epcor on 5/27/2013 to inquire and they had credited some other persons account. They said they would look into it. I called again on 5/30/2013 and the issue was unresolved and the original contact had made no effort to fix the error. The person I spoke with on May 30 inquired to another department and said I should double check in a few days for resolution. I called again on 6/4/2013 and spoke to the same lady as on the 30th only to find out that the unpaid balance was still showing on our account. She could offer me no explanation and seemed very puzzled as to how to resolve this or offering anyone I could speak to that could help. I was told again she would send a note to another department and I should check back again in a few days.Desired Settlement: I would like for the company to adjust the bill. They need to have better resolution because a customer having to call 3 times because they made an error is ridiculous.

Business

Response:

Mrs. [redacted] was given a credit of $28.00 in error which was not her payment, there was a payment that was keyed into the system where the credit should have gone to account 435008 rather than her acount 435006. When the error was found we trasferred the money to the correct account 435008 as she made the payment, and we credited the late fee due to our error of posting to an incorrect account which left her balance at $140.09 rather than $112.09 once the balances were put back on her account. I have left her a voice mail message this morning to explain to her how the error occurred, due to a typo when putting in the ac count number. She current has a balance of $28.00, I have put a hold on her account until the end of the month to allow her time to make the payment due to the error. She did pay late as her payment was not recieved until 5/1, and was due on 4/30 however we did remove the late fee due to the the error in our posting of the payment incorrectly. We have apologized for the error according to the notes on her account, I also sent out a copy of her ledger showing her where the payment had been applied in error on 4/1/13 and then put back on her account on 4/24/13 once we reviewed the payment and realized where the payment should have posted.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

I still feel this company billing practices to be poor. They mad a credit on my account unknown to me and then charge me a late fee as a result and sho an overage wiithout any explanation. As a customer I am forced to call 3 times and file a complaint with Revdex.com before a person actually takes the time to explain this. As well the statement that my bill was paid late on 5/1/2013, due on 4/30/2013 is a lie. I have bank records from Bank of America which shows the electronic check posting on 4/30. They need to more responsible and have ethical practices.

Regards,

I received a march 2013 bill of $295.30 which is about $280.00 more than my average, we found out my front street side faucet was left on by a gardner,we have our normal home out of state, so no one was there for 2 months .On the next block lived my parents who havn't been at their home in 2 months,their water bill came in at $395.00 for the month of april 2013, their normal bill is around $17.00 per month. In this case a toilet float was stuck open.The water company shut off both locations at the meter without notifing either one of us.We both have automatic sprinklers,Epcor told me that they shut my water off when they noticed an abnormal amount of water being used , why did they wait so long ? only after I called to complain. In my parents case they never notified anyone , only after we had a neighbor check the water issue did they find out the meter was shut off. My complaint is how many other people are being screwed by this company, are they letting the water usage go high to sell more water ? they said they checked their meters in both cases and both were working fine,I could fill up a total of 2 1/2 of my home swimming pool 38,000 gallons with the water they said I used . it should have been running down the street, on the other part ,could a running toilet losa that much water? this bill is only water and does not include sewer. thanks for your time to look into this matter.

Epcor is a nightmare in order to receive the money from our bills. Fist they have the same account number as American Water, my bank kept sending the payment to American water because that.They disconnect our water for lack of payment, however, they never informed us that we were late (payments went to American water) so we thought Epcor had the payment. We had to be without water for a whole day, pay a big fee for them to reconnect the water and pay the bill (twice, we already had sent this money)...

Last month the money went again to the wrong company, but this time I was alert. I went online at Epcor site and paid the bill online, they gave me a confirmation number. Few days later they sent me an email saying my bill wasn't paid, when I inquired them they told me that even when I get a confirmation number isn't for sure my bill was paid. I have to spend so much time with them on the phone, begging them for a easy, security, guarantee way to please pay my bill. They are horrible!!!!!