Fleet Refrigeration & Air Conditioning, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:---------- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Oct 4, 2016 at 8:23 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #.To: ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Mon, Oct 3, 2016 at 5:24 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>I had already checked the toilets for leaks but didn't find one on either toilet. Today is October 3, 2016 and I am awaiting the new reader meter status. I surely hope that we can settle this problem ASAP. I have paid  WSSC $200.00 since I have requested an investigation.   Awaiting your response to the 2nd meter reading.[redacted]Regards,[redacted]

[redacted] with the Revdex.com and [redacted], General Manager/CEO, requested that WSSC's Customer Service Department review your account for a further reduction of charges due to the discolored water you experienced. First, please accept our sincere apology for the...

inconvenience you experienced due to the discolored water in your home. Quality customer service is a priority for WSSC and we are always disappointed to learn of instances in which we did not meet our customers' expectations. Of course, WSSC wants our product to be perfect, and we regret any difficulties our Customers encounter with our water.First, thank you for bringing this important matter to our attention and be assured that we have used your experience as a training opportunity for our Customer Service Advisors. At WSSC. We are always looking for ways to improve our service, and your feedback is an invaluable part of that process.In accordance with WSSC Standard Procedures 10-01, Section 3.9, a bill shall be adjusted when a Customer has experienced a high bill(s) due to having to run the water in the home to clear discoloration. Confirmation of the discolored water shall be provided by maintenance records, or be otherwise verified by WSSC staff. The adjusted bill will exclude both water and sewer charges in excess of the comparable average daily consumption (ADC) or, if unavailable, the Current ADC.According to work order [redacted], on August 21, 2017, you reported to WSSC that you were experiencing heavy discolored water throughout your home. Initially, we canceled $1941.93 in water/sewer charges reflected on your May 24 through August 31, 2017 bill and re-billed the account $987.03 for the same period, providing a $954.90 total net reduction in charges ($1,941.93 - $987.03 = $954.90). Thank you for your October 25, 2017 payment of $200.00Since this reduction was not satisfactory to you, we canceled $987.03 in water/sewer charges reflected on your August 31, 2017 adjusted bill and re-billed the account $93.79 for the same period, providing an additional $893.24 reduction, for a total $1,848. 14 net reduction in charges ($1,941.93 - $93.79 = $1,848.14). Consequently, your account currently reflects a $106.21 Credit balance that will be applied to your next bill. The adjusted bill is enclosed.I hope this amicably resolves your concerns and thank you for being a valued WSSC customer, If you have any questions, please feel free to contact me at ###-###-#### or [redacted]@wsscwater.com.Sincerely,Mpande M[redacted] Section Manager Research & Investigations Customer Service Department

From: Revdex.com of Metro Washington DC<[email protected]>Date: Wed, Dec 7, 2016 at 11:14 AMMr. [redacted] CourtUpper Marlboro, MD 20772 Re:     Revdex.com Complaint No.: [redacted]          WSSC Account #[redacted]...

[redacted] Court Dear Mr. [redacted]: Ms. [redacted] with The Revdex.com requested that we respond to your concerns regarding the $2,531.25 balance reflected on your account.  We appreciate your personal circumstances and the financial challenges facing all our customers during this difficult economy and understand the rising cost of utilities imposes a financial burden on consumers nationwide.  In our daily operations, we always consider the financial interests of all of our customers in the Washington Suburban Sanitary District.  Thank you for your patience while we investigated your concerns. Unlike other utilities, WSSC accounts are assigned to the property; therefore, we have no way of knowing a property has changed occupancy unless the owners/occupants notify us.  Once we are notified that a property is being sold or a tenant will be moving into or out of a property, we can provide a "final bill" by visiting the property for a meter reading as close as possible to the settlement or moving date; or, when a property is served by an inside meter, the buyer, seller or tenant can provide us with a complete, 7-digit meter reading.According to our records, on December 8, 2014, a representative from [redacted], LLC contacted us regarding the upcoming settlement.  We advised the caller that there was a large credit on the account created by company called [redacted], which we would be refunding to them.  In accordance with Maryland laws governing WSSC, a person may file a claim with the Commission for a refund of the amount of a fee or charge the person paid to the Commission that exceeds the amount that is properly and legally payable.  In other words, WSSC can only issue refunds to the payee at their request.  According to the recorded deed and our records, you became the owner of [redacted] Court on December 10, 2014.  The previous owner’s December 9, 2014 final bill reflected a $1,501.48 credit balance.  Since you were not the payee, you are not entitled to benefit from this credit.  Since December 10, 2016, WSSC has issued regular quarterly bills to you reflecting your water/sewer usage.  However, we apologize for the confusion the credit balance indicated on these bills may have caused you.   On September 15, 2016, [redacted], the payee who created the $1,501.48 credit balance requested a refund.  As indicated above, WSSC is legally bound to refund such overpayments upon request by the person(s) who made the payment(s).  Therefore, on October 7, 2016, we issued a $1,501.48 refund check to [redacted].  Some WSSC records are available to the public.  Before requesting a record, it may be helpful to first review theWSSC standard procedurethat explains the process for obtaining records pursuant to theMaryland Public Information Act. Written requests should be sent by regular U.S. mail to: Corporate Secretary, Washington Suburban Sanitary Commission, [redacted] Lane, Laurel, MD 20707 or by email to[redacted]. Also on October 7, 2016, since you had not made any payments since you purchased the property, we generated a $1,911.79 refund notice bill for unpaid water/sewer usage between December 10, 2014 and August 30, 2016. On December 5, 2016, we initiated the following special payment arrangement for you:                                      ...⇄ ARRANGEMENT STATUS: O         ACCOUNT NUMBER: [redacted]                      NEXT REGULAR RDNG DATE:              ARGMNT NAME: [redacted]                  [redacted]                              ARGMNT ADDR: 8517       RHEIMS CT                                       ...⇄ NAME: [redacted]                                                    ...⇄ (W)                                      �...⇄ AMTS:                                     �...⇄ N  ARRANGEMENT AMOUNT:   1911.79    ARRANGEMENT BEGIN: 12/23/16   FREQ(W/B/M): M OUTSTANDING BALANCE:    2531.25     ARRANGEMENT END: 07/23/17     TEXT(Y/N): Y                                       �...⇄ DUE DATE      AMOUNT DUE       PAID     DUE DATE         AMOUNT DUE   ----     --------      ----------       ----     --------         ----------    N       12/23/16         239.00         N       04/23/17            239.00     N       01/23/17         239.00         N       05/23/17            239.00     N       02/23/17         239.00         N       06/23/17            239.00     N       03/23/17         239.00         N       07/23/17            238.79                                     ...⇄ be advised of the following:A late fee of 5% will appear on your next bill.Your payment arrangement will cancel, and your service will become available for disconnection, if your remittance is not credited to your WSSC account on the due date.Due to programming limitations, your payment arrangement will cancel and jeopardize your service if the amount paid is not at least the amount indicated. You may remit more than the amount due if you wish.Individual payments may be DIFFERENT! Please refer to the above schedule for the specific payment arrangement amounts and dates.If your payment arrangement extends beyond your next scheduled bill, as yours does, to continue your payment arrangement and avoid a penalty on your current bill, your "new" bill must be PAID IN FULL prior to the "Due Date." If the current charges are not paid in full, your payment arrangement will cancel and water service will become available for immediate disconnection. Additionally, your August 30 through December 5, 2016 bill reflected a $619.46 balance due by January 6, 2017.  Therefore, your account currently reflects a $2,531.25 total balance due.  However, you may be eligible for assistance through the Water Fund.The Water Fund is a program administered by the [redacted] that provides financial assistance to residential customers with delinquent water bills.  WSSC collects donations and coordinates the program; the [redacted] determines whether applicants qualify for assistance.  For your review, we have attached more information regarding the Water Fund. You may also be interested to learn, WSSC has a new Customer Assistance Program (CAP) that provides financial assistance to approved residential customers. If you are enrolled in the Office of Home Energy Program (OHEP), you may qualify for CAP. For more information about OHEP, please contact the local office in the county of your residence:Prince George’s County Department of Social Services[redacted] RoadLandover, MD 20785###-###-#### or  [redacted] CAP-approved customers will receive a credit on water and sewer bills to cover theReady to Serve Charge. These customers will only be charged for their water and sewer usage. Customers can further reduce their bills through conservation.Ready-To-Serve ChargeThere are two components to this charge: (1) the $16 Account Maintenance Fee (AMF) which covers the cost to bring water and sewer service to every home and business; including meters, meter readers and billing; and (2) the $14 Infrastructure Investment Fee which is allocated to the replacement/rehabilitation of system infrastructure.If you are approved for CAP, you are automatically eligible for exemption from the $15 quarterly Chesapeake Bay Restoration Fundfee which WSSC administers on behalf of the State of Maryland. Finally, we recognize that people use water differently.  However, typically, a person in the Washington Suburban Sanitary District uses approximately 70 gallons of water per day.  Each property’s Average Daily Consumption (ADC) is determined by dividing the total number of gallons used in a billing period by the number of days in the same period.  During hot, dry conditions, general water consumption for landscaping, bathing, laundry, and overall water usage increases.Your December 5, 2016 bill reflects a 381-gallon ADC.  The ADC on the September 11, 2015 comparable bill was 172 gallons.  This usage appears elevated compared to the historical usage at your property.  Your December 5, 2016 bill was based on an actual meter reading.  An actual reading is obtained from the remote reading device located outside your home.  The water meter is located inside your home.  To verify the accuracy of the December 5, 2016 bill, please contact us again with a current reading from the inside water meter. Check out ourHow to Read Your Water Meter videofor more details.Additionally, you may want to check your property for leaks, especially toilet leaks, since they are the most common cause of increased consumption. Toilet leaks can be intermittent, audible, or silent.  A malfunctioning toilet can lose a significant amount of water each day.  To assist you, please refer to our guide to “Household Leak Detection.”Alternatively, although any leaking plumbing fixture is solely the responsibility of the property owner/occupant, WSSC offers a plumbing inspection to help residential customers locate leaks.  The inspection costs $85 per visit and the fee is charged to your water account.  Our inspector will check fixtures such as toilets, hose bibbs, and faucets.  However, our inspector cannot make repairs if a leak is identified.  Therefore, it may be more cost effective for you to hire a plumber who can make any necessary repairs.  To schedule an inspection, please contact our Customer Care Agents at ###-###-####, ###-###-####, or TTY ###-###-####, 7:30 a.m. to 7:00 p.m., weekdays.We hope this information is helpful.  If you have any additional questions, please contact our Customer Service Advisors, at ###-###-####, ###-###-####, or TTY ###-###-####, 7:30 a.m. to 7:00 p.m., weekdays.  You can also email us at [redacted], or write to the address indicated below. Sincerely, Kara M. G. M**Customer Relations Group  Washington Suburban Sanitary Commission[redacted] LaneLaurel, MD 20707Phone: ###-###-####Facsimile: ###-###-####Email:[redacted]

From: <[email protected]>Date: Wed, Oct 4, 2017 at 10:47 AMSubject: WSSC account #[redacted]- [redacted] [InteractionID:[redacted]]To: [redacted]@myRevdex.com.orgRe: Account # [redacted]      [redacted]     ...

ID [redacted]Dear [redacted]:Thank you for your recent letter.WSSC contacted **. [redacted] directly regarding her complaint.If you have questions, please contact us again.Sincerely,Pamela J[redacted]Communications Specialist Customer Service Department.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I closed my original complaint with, "I subsequently removed myself from paperless billing as one attempt to work around the problem, but that did not work. They should not cite this as the cause of my problem." They clearly did not read my complaint carefully, because this was indeed their explanation for the cause of the problem.  My phone does not show the call from the IT person, and my answering machine does work, albeit after about 7 rings.  I repeat that their website is horribly designed, and they should not be charging people to pay by other means until they fix it.
Regards,
[redacted]

Thank you for bringing your refund questions to my attention. I apologize that you found our agent’s email responses far from satisfactory. Enclosed is a summary of billed charges and payments for your records and review.On January 29, 2014, WSSC directed the account’s December 20, 2013 to January...

28, 2014 final bill to you at your new address for payment. The final bill charges, including a $90.00 past due balance, were $194.42. I verified that your name appeared on the February 5, 2014 credit card payment for $194.42. That payment paid your final bill charges in full.Thereafter, WSSC removed your name from the account. WSSC however began estimating the billed charges and sending the bills to the property owner. WSSC estimated the account through July 12, 2014 and estimated high. Upon receipt of a July 12, 2014, actual water meter reading, WSSC canceled $467.31 in estimated charges and re-billed the account based on actual consumption. WSSC applied the owner's May 6, 2014 payment (for one of the estimated bills), and that payment created a $135.25 credit balance (due to the “over estimates).Thereafter, WSSC continued estimating the billed charges through the January 26, 2015 final bill. The final bill was for $61,92, which reduced the now previous owner's credit balance to $73.13. And now the new owner has been receiving the benefit of someone else’s credit balance until we remove it from the account. Only one payment has posted to the account since you paid the final bill and that payment created the credit balance you are referring to. The credit was created by the $184.35 online bank payment that did not have your name on it; therefore, a refund to you is not warranted.I hope this explanation is helpful and that your next experience with WSSC will be more favorable. If you still have questions, please feel free to contact me weekdays at ###-###-####.Sincerely,Stefanie P[redacted]CorrespondentCustomer Relations Group

WSSC is responding to the Revdex.com complaint filed on August 28, 2016 (and received September 14, 2016). I scheduled a September 28, 2016 water meter reading to verify the accuracy of the August 8, 2016 billed meter reading. Three occupants should typically average approximately 210...

gallons per day (compared to the billed average daily consumption of 378 gallons).If you have not done so already, you may wish to check the property for leaks, especially toilet leaks since toilet leaks are the leading cause of unexpectedly high bills. You may also wish to contact a registered plumber. To assist, you with your investigation, enclosed is "A Guide to Household Leak Detection" and some leak detection tablets. If you locale any leaks and cannot repair them, please contact a registered plumber. Locating and repairing leaks will prevent excess usage on future bills.As soon as our September 28, 2016 meter reading results are posted, I will contact you. If you have questions in the meantime, please contact an agent weekdays between 7:30 a.m. and 7:00 p.m. at ###-###-####,Sincerely,Stefanie P[redacted] CorrespondentCustomer Relations Group

Dear Mr. [redacted]:WSSC is responding to the referenced Revdex.com complaint regarding WSSC’s online bill payment services. We appreciate the opportunity to respond to your billing and payment concerns.Our records indicate that on April 6, 2016, your WSSC account was not enrolled in our...

ebill online bill payment service. Consequently, the option to pay with your check at no charge was not an available option for you at that time. Our agent explained on April 7 that because your ebill enrollment was canceled on April 6, you did not have access to the link to pay without a charge.A senior call center agent (supervisor) spoke to you regarding the issue on April 8 and personnel from our IT Group tried contacting you on April 8 to discuss the payment issues you were having; however, she noted that there was not an answering machine so she could not leave you a message.I apologize for the inconvenience you experienced while trying to pay your WSSC bill onlinewithout a service fee. If you have additional questions, please contact an agent weekdays between 7:30 a.m. and 7:00 p.m. at ###-###-####.Sincerely,Stefanie P[redacted]CorrespondentCustomer Relations GroupCC : [redacted], Revdex.comWashington Suburban Sanitary Commission

WSSC is responding to your September 7, 2016 Belter Business Bureau complaint referenced above. We appreciate the opportunity to respond to your February 18 to August 15, 2016 billing concerns.Our records indicate that on August 18, 2016, you indicated that a toilet flapper had been replaced...

sometime in April or May and our agent suggested that the flapper issue may have caused your high August 15, 2016 bill. Our agent scheduled a meter change appointment for August 19 because she discovered that the meter was 23 years old. On August 23, 2016, our agent explained that the meter was being changed for preventive maintenance purposes. Our notes indicate that in a follow up conversation you advised that the toilet flapper had not been changed but agreed to dye test the toilet's flapper to ensure that there we no leaks.On or about September 7, 2016, WSSC processed the meter change field ticket that indicated there was a remote discrepancy with the inside main meter and outside remote reading device. WSSC initiated an adjustment to review the August 15, 2016 disputed bill for possible adjustment. In response to one of your emails, our agent explained that we only read the remote reading device (for billing), in other words, we are not aware of a remote discrepancy until such time as we obtain same day inside main and outside remote readings. WSSC has an adjustment policy specifically for remote discrepancies.The adjustment will take 6-8 weeks to process. If the pending adjustment is approved, you will receive an adjusted bill with an adjusted balance and new payment due date. If the adjustment is denied, WSSC will contact you to explain our decision.Our agent indicated on August 31. 2016, that WSSC's Dispute Resolving Board (DRB) reviews disputes involving unpaid charges. If the pending adjustment is denied or if it does not fully resolve your dispute, then please contact an agent to request DIUB review of the unpaid disputed bill. Customers arc asked for a comparable payment while their dispute is pending. We also place a collection hold on the account preventing any collection action on the unpaid balance. Once we receive your timely completedDRB request form, we then place another extended collection hold until such time and the DRB has had the chance to review and make a decision on your dispute.I hope this information is helpful. If you have questions, our agents can be reached weekdays between 7:30 a.m. and 7:00 p.m. at [redacted].Sincerely Stefanie P[redacted]CorrespondentCustomer Relations Groupcc: Revdex.com ([redacted])