FATHOM Water Management, Inc.

Ms***, I received your complaint and am waiting for information back from the City in order to resolveI will follow up again on Monday. Thank you,Carmelle

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
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HelloI don't have the response yet, but wanted to acknowledge receiptUnfortunately, both of the notices went into our new email quarantine programHowever, I just fished the second notice out and made sure I set the Revdex.com notifications as a safe senderWe will get a response back to you by
Tuesday, 2/9/Sorry for the delay! Carmelle

Rigid with payment schedule Seems to be eager to fine the customer for increased profitsGave incorrect informationn over the phone then, penalized me Would not remove fee

Fathom Customer Service is the worst, I have had a difficult time with this Company every time I attempt to pay the Water Bill, the Cusyomer Service people are very bureaucratic. This billing cycle, I didn't receive the bill (I'm located in New Jersey); and, I called Customer Service to pay the bill and get a duplicate copy of the current bill for my records. Well, that was not acceptable according to their policies and procedures. I spoke to Issac and Carlos, and although this may not be their fault because according to them, they're just following the rules, it was one of the worst nightmare Customer Service experiences of a lifetime. This. Company does not make the Customer Setvice experience pleasant and I dread any and every time that I have had to call Fathom in order to pay the Water Utility Bill. This last experience today was the icing on the cake; and, I intend to file complaints (to alert any government entity that is involved with Fathom) anyway, anywhere and everywhere I can.
Carle In New Jersey

We just had our water meters changed in the city of Lakewood ca after the Meter change my bill went up to being in the green to it stating I was a abuser that my neighbors used less. I don't water may lawn I live alone I wash ( front loader ) 1 time a week and I shower every other day. I talked to my neighbors and were told they have the same problems But the city said the new meters were better! Yeah Better to rip us off! So no I'm breaking into my main line to install my own digital meter reader So I will update everyone soon..

Worst company ever... how can you threaten to shut my water off when I paid my bill in full since I was accessed a penalty charge due dates keep changing they are different every month it’s getting ridiculous what about the people who live on a fix income that get paid only in the 1st of the month is it fair to keep paying the penalty charge because of this no it is not Copperas Cove made the worst mistake changing to your company total ripoff

If I could rate then zero stars I would. This company is just inept, and we in Copperas Cove, TX are beginning to believe it is intentional so they can drive up fees such as bogus disconnects/reconnects. People have paid double billing. Twice I had my checking account debited two times for the same bill. I no longer use auto pay. They now are sending me a printed bill. After 1-1/2 years you would think they would have gotten it together. But you can't convince the residents in a newer subdivision that had nearly half their water shut off yesterday due to "non-payment". Every one I talked to stated they had paid their bills. You call the city and get the runaround to call the company. You try calling them and sit on hold for 30-90 minutes, then get more runaround. A group of citizens are uniting and will file a lawsuit against this company. The it city manager that brought these its to this city has since resigned.

Ms. [redacted], I understand your concerns and apologize that you feel there have been errors in your billing. I know that can be stressful.In fully auditing your account, I do not see any irregularities in your billing cycle or in your billed consumption. The City provides FATHOM with service period...

dates, rates, collection policies, etc and we partner with them to provide those services. I have attached a workbook that shows your transaction history since FATHOM started billing, as well as # of days between service periods, consumption, etc. I have color coded the billing transaction with the payment received. In addition I included screen snips of copies of communication that were sent to help explain the one billing anomaly which was the first bill since the City had not billed you in March. After that, all bills have been in accordance, per our agreement with the City, to utilize 25-35 day billing cycles, unless there is an approved exception. Also in the workbook is the direct download from your meter (MIU) which shows the daily reads. Please let me know what else I can provide to alleviate any future concerns. I've also requested a copy of your historic consumption from the City. I'm happy to help. Carmelle

Ms. [redacted], I'm the Senior Vice President of Managed Services for FATHOM and I will be looking into your account this week. I do need to gather some information from the Utilities department at the City regarding your prior service periods and billed usage. I have already pulled down your read...

and consumption history from your meter since install in November. I will start getting other information together so we can respond to your concerns. I'm sorry that you felt helpless and our reps were unable to resolve your concerns, or at least provide you the information requested. I will follow up with my management team on this as well. Let me know if I can reach out to you directly from here on out! Thanks, Carmelle

[redacted]  [redacted]...

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and expect in depth review. We had the opportunity to talk to the business manager of the Copperas Cove Water Department but we need the assurance from GW Fathom that there has not been over billing. We do understand the estimation of usage that was done in prior months but want to be sure that our June-July and July to August billing cycles do not overlap with the estimations that we were already charged for. We need to verify from GW Fathom which months or billing cycles were processed using estimated usage vs actual, as we are aware that meter installment in our city began in October 2016. We need to know what the target date for resolution is for the collecting tower issue in our area (signals are not being received, according to our Water Department), and want to know directly from the business what you plan to do to ensure that cases like ours are better managed in the future (i.e. what will you do to mitigate logistical/deployment problems, how will you improve customer-client -account holder communications etc).I will wait until for the business to perform these actions and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
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,
[redacted]

I called and spoke with [redacted] regarding the leak adjustment. The amount of $105.27 will be credited to the account.  The customer stated this will resolve the issue. Please advise if any further assistance is needed!  Thanks, CarmelleSVP, Operations

We are working to gather details for this customer's account. I will provide a more detailed response within a few days. Thanks, Carmelle

We reviewed the timeline and actions for this customer and on 10/14/14 a supervisor spoke to the customer and adjusted off the $64 door hanger fee. Customer stated she would call the Revdex.com and let them know we have resolved the issue.
10/9/14 – Door Hanger Fee assessed
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10/10/14 – [redacted] called and spoke to rep and sup
10/14/14 – [redacted] spoke to [redacted] after getting all information from [redacted] and [redacted], adjusted off the door hanger fee. Customer states that she is going to call the Revdex.com to let them know that we have resolved.
If you need any further information please let us know.
Thanks,
[redacted]

We show that our customer service lead, [redacted], attempted to contact Mr. [redacted] regarding his concern and she was not able to reach him. She did leave him a message. From reviewing the account, the dates, and amounts, the information he submitted does not match up with anything we have in the...

system. There was no attempt to process a payment on or around 6/14/14. There was a payment made on 5/24/14 for 100.08 that was returned on 5/30/14 as “unable to locate the account”. This typically means the information entered into the payment system was entered incorrectly. Because the information was incorrect, their never would have been an attempt to draft funds from his account. We did not have the correct account number. We reviewed the receipt and the customer’s payment was made via the [redacted] (automated phone system). The information was entered incorrectly, by the customer, which is the reason for the return. Mr. [redacted] has been a customer since 2009 and this is his first return check. We are willing to waive the [redacted] fee as a courtesy and educate the customer on the reason for the return. However, we never received his funds so we would need a copy of his bank statement or some proof from the bank that this money was sent to us and deducted from his account if he wants credit for payment.

These guys are crooks. They manage my city's water billing in California. I made a payment online which they came back and stated I entered a number in the account wrong. I checked three times before I submitted the payment and the account number was correct. There is literally no way to prove your claim. When they then charged me $25 for a "return payment fee" I called their customer service. Their rep tried to claim that the reason they charge this fee is that they are charged just like a return check fee. I then called my bank who confirmed they never charge fees on an electronic debit and that they have no record of ever sending a return check fee to this company. Subsequent calls to their customer service went no where. This is your typical 3rd party billing company shafting customers with fees as much as possible. Unfortunately I have no choice but to deal with them for my utilities.

I paid my bill on-line on the date of disconnect at 5:30 in the morning, and received an email that they had received the payment. At 1:30 in the afternoon I discovered that my water had been disconnected. I called customer service and was told because I didn’t call and let them know I had made they payment (after getting a notice they had receive it) that the disconnection would still take place and I had to pay a $30 disconnection fee. I paid the fee online and called them back. They rep verified both payments, and I was told that my water would be back on by 5pm. I called back several hours later and was then told it would not be until the following day. My bill was paid prior to disconnection, and should not have even been disconnected or charged a fee. I have never ever been disconnected from any utility ever, nor have I ever received a phone call from them that services would be interrupted. They retain that they sent a notice that if it wasn’t paid the day before, that services would be disconnected, but we never received anything if the sort.
I called a 4th time and spoke with a highly intelligent young man that who was very kind and tried to help and enlist the help of his supervisor. He was very helpful, but this company is very rigid and apparently sticks it to the customer at any point they can. I plan to file a complaint against the company with the city as do others in our neighborhood about Fathom and their practices.

Fathom Global Water in Maricopa does not do business honestly. I moved and my billing date was changed after I had moved without me being notified. My bills were due around the 15th every month. I found out it changed by getting a disconnect service phone call on the 5th. When I asked to have them changel my due date back they refused. I asked why I wasn't notified it was going to change when I moved service addresses and they said they wouldn't have known at the time. Beware if you move to Maricopa.

These guys are crooks. They manage my city's water billing in California. I made a payment online which they came back and stated I entered a number in the account wrong. I checked three times before I submitted the payment and the account number was correct. There is literally no way to prove your claim. When they then charged me $25 for a "return payment fee" I called their customer service. Their rep tried to claim that the reason they charge this fee is that they are charged just like a return check fee. I then called my bank who confirmed they never charge fees on an electronic debit and that they have no record of ever sending a return check fee to this company. Subsequent calls to their customer service went no where. This is your typical 3rd party billing company shafting customers with fees as much as possible. Unfortunately I have no choice but to deal with them for my utilities.