May 25, 2017Conciliation & Engagement SpecialistRevdex.comEMissouri AvenuePhoenix, AZ 85027Re: Revdex.com Complaint ID# [redacted] – [redacted] Dear Sir or Madam:Global Water received a follresponse from the Revdex.com on May 11, regarding Revdex.com Complaint # [redacted] Mr [redacted] was concerned that his original complaint was not answeredHe was also concerned that there is no disclaimer on his specific account about how long the autopay can take Lastly, he believes that an email and phone call should be made to all customers that may having problems with their accounts.A supervisor did speak to Mr [redacted] and advised him that there is a disclaimer letting customers know that it will take one to two billing cycles for the automatic withdrawal to beginMr [redacted] indicated that the disclaimer is not sufficient and should be stated on his accountThe supervisor further explained that the disclaimer is placed at the end of the siprocess and is presented in red so customers know, up front, what to expect.She also advised that in addition to mailing disconnect notices to customers, Global Water calls the phone number on the customer’s account to let customers know that they are due to be disconnectedThese calls are placed as a courtesy and are not required by regulation All notification requirements were met with regard to Mr [redacted] ’s water and sewer service being disconnected.We remain available for any questions by Mr [redacted] and/or Revdex.com staffSincerely,Global Water - Santa Cruz Water Company, LLC Global Water - Palo Verde Utilities Company, LLCJon C***General Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowAlthough Global Water did come to the residence and place a credit on the account, which was initially to be $which after review was and change and part of this is a charge I paid to have service turned on and due to the several years of issues with the company, I feel as this is nothing more than a slap in the face and that Global Water is doing minimal effort to reestablish a broken relationship I request the full $credit be placed on the account with an additional $credit and a personal apology letter written from the owners of the company Regards, [redacted] ***
May 10, 2017Conciliation & Engagement SpecialistRevdex.comEMissouri AvenuePhoenix, AZ 85027Re: Revdex.com Complaint ID# [redacted] – [redacted] Dear Sir or Madam:With regard to Revdex.com Complaint # [redacted] filed by [redacted] on May 1, 2017, a supervisor called Mr [redacted] Mr [redacted] was concerned about being disconnected and stated he had not receiving a disconnection noticeThe supervisor confirmed that a disconnection notice was mailed on April 7, with a disconnect date of April 17, 2017.Global Water is regulated by the Arizona Corporation Commission (ACC) and the rules as set forth by the Arizona Administrative Code (AAC) Mr [redacted] ’s bill date was March 22, making the bill due April 6, AAC rule R14-2-409(C)(1), states:All bills for utility services are due and payable when renderedAny payment not received within days from the date the bill was rendered shall be considered delinquent.No payment was received from Mr [redacted] so a disconnect notice was sent out on April 7, with a disconnect date of April 17, AAC rule R14-2-410(E)(1), states:Timing of termination with noticeEach utility shall be required to give at least days advance written notice prior to the termination date.Payment was not received from Mr [redacted] so the customer’s water and sewer service was disconnected on April 19, Mr [redacted] called in and made payment to be reconnected on April 20, Mr [redacted] was charged a reconnect fees of $for sewer and $for water per our Tariff Schedules (enclosed) that was approved in ACC Decision No***.All notice requirements as set forth in by regulation were met by Global WaterWe remain available for any questions by Mr [redacted] and/or Revdex.com staffSincerely,Global Water- Santa Cruz Water Company, LLC Global Water- Palo Verde Utilities Company, LLCJon C***General Manager
Re: [redacted] - *** Complaint No [redacted] Dear [redacted] ***:With regard to [redacted] Complaint No [redacted] filed by [redacted] on August 2014, a Supervisor called the phone number listed on the ***ount for [redacted] ***The customer of record, [redacted] ***, answered the phone.The Supervisor asked [redacted] if she could offer any assistance or answer any questions regarding the [redacted] Complaint and he advised that he wanted all communication to go through the [redacted] or the Revdex.com [redacted] did give his permission for Global Water to answer the Complaint filed by [redacted] , since [redacted] is not listed on the account.With respect to the questions asked of the Company by Staff:Was customer notified of his disconnect per [redacted] rules?Yes, the customer was sent a disconnect notice on June regarding the pending disconnectThe customer was disconnected on July 2014.If so, please provide explanation as to how customer was notified and provide copies of disconnect notices.The customer was sent the attached disconnect notice in the mailThe notice was sent on June before being disconnected on July 2014.We remain available for any further questions by [redacted] and/or StaffSincerely,Global Water - [redacted] General Manager
The company completely disregarded everything I said in my original complaintAs I stated before when I went to their website I saw that I was signed up for automatic withdraws in big green letters, if the process had not been completed yet then the website should have given accurate informationAlso as I stated before, I was never notified that I was facing disconnectionBeth told me on the phone that I was notified via mail but there is no guarantee that the notification will reach meI dont understand why I was not sent an email or given a phone call if there was a problem with my accountAdditionally, the company cannot seem to keep their facts straight! In their reply they say that I called in on the 5th to cancel the automatic withdraw but that is untrueWhile I did eventually do this so they couldn't automatically withdrawn the fees associated with this complaint, however, I did not do that until May 10thI stand by my original request, I want the $disconnection fee removed from my account because the problem would have never occurred if the company had been behaving like a reputable company that cares about their customersPerhaps if they fixed their website no one else would have to go through this problem
Attached is our our response to Mr***' complaint
May 25, 2017Conciliation & Engagement SpecialistRevdex.comEMissouri AvenuePhoenix, AZ 85027Re: Revdex.com Complaint ID# [redacted] – [redacted] Dear Sir or Madam:Global Water received a follresponse from the Revdex.com on May 11, regarding Revdex.com Complaint # [redacted] Mr [redacted] was concerned that his original complaint was not answeredHe was also concerned that there is no disclaimer on his specific account about how long the autopay can take Lastly, he believes that an email and phone call should be made to all customers that may having problems with their accounts.A supervisor did speak to Mr [redacted] and advised him that there is a disclaimer letting customers know that it will take one to two billing cycles for the automatic withdrawal to beginMr [redacted] indicated that the disclaimer is not sufficient and should be stated on his accountThe supervisor further explained that the disclaimer is placed at the end of the siprocess and is presented in red so customers know, up front, what to expect.She also advised that in addition to mailing disconnect notices to customers, Global Water calls the phone number on the customer’s account to let customers know that they are due to be disconnectedThese calls are placed as a courtesy and are not required by regulation All notification requirements were met with regard to Mr [redacted] ’s water and sewer service being disconnected.We remain available for any questions by Mr [redacted] and/or Revdex.com staffSincerely,Global Water - Santa Cruz Water Company, LLC Global Water - Palo Verde Utilities Company, LLCJon C***General Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowAlthough Global Water did come to the residence and place a credit on the account, which was initially to be $which after review was and change and part of this is a charge I paid to have service turned on and due to the several years of issues with the company, I feel as this is nothing more than a slap in the face and that Global Water is doing minimal effort to reestablish a broken relationship I request the full $credit be placed on the account with an additional $credit and a personal apology letter written from the owners of the company Regards, [redacted] ***
May 10, 2017Conciliation & Engagement SpecialistRevdex.comEMissouri AvenuePhoenix, AZ 85027Re: Revdex.com Complaint ID# [redacted] – [redacted] Dear Sir or Madam:With regard to Revdex.com Complaint # [redacted] filed by [redacted] on May 1, 2017, a supervisor called Mr [redacted] Mr [redacted] was concerned about being disconnected and stated he had not receiving a disconnection noticeThe supervisor confirmed that a disconnection notice was mailed on April 7, with a disconnect date of April 17, 2017.Global Water is regulated by the Arizona Corporation Commission (ACC) and the rules as set forth by the Arizona Administrative Code (AAC) Mr [redacted] ’s bill date was March 22, making the bill due April 6, AAC rule R14-2-409(C)(1), states:All bills for utility services are due and payable when renderedAny payment not received within days from the date the bill was rendered shall be considered delinquent.No payment was received from Mr [redacted] so a disconnect notice was sent out on April 7, with a disconnect date of April 17, AAC rule R14-2-410(E)(1), states:Timing of termination with noticeEach utility shall be required to give at least days advance written notice prior to the termination date.Payment was not received from Mr [redacted] so the customer’s water and sewer service was disconnected on April 19, Mr [redacted] called in and made payment to be reconnected on April 20, Mr [redacted] was charged a reconnect fees of $for sewer and $for water per our Tariff Schedules (enclosed) that was approved in ACC Decision No***.All notice requirements as set forth in by regulation were met by Global WaterWe remain available for any questions by Mr [redacted] and/or Revdex.com staffSincerely,Global Water- Santa Cruz Water Company, LLC Global Water- Palo Verde Utilities Company, LLCJon C***General Manager
Re: [redacted] - *** Complaint No [redacted] Dear [redacted] ***:With regard to [redacted] Complaint No [redacted] filed by [redacted] on August 2014, a Supervisor called the phone number listed on the ***ount for [redacted] ***The customer of record, [redacted] ***, answered the phone.The Supervisor asked [redacted] if she could offer any assistance or answer any questions regarding the [redacted] Complaint and he advised that he wanted all communication to go through the [redacted] or the Revdex.com [redacted] did give his permission for Global Water to answer the Complaint filed by [redacted] , since [redacted] is not listed on the account.With respect to the questions asked of the Company by Staff:Was customer notified of his disconnect per [redacted] rules?Yes, the customer was sent a disconnect notice on June regarding the pending disconnectThe customer was disconnected on July 2014.If so, please provide explanation as to how customer was notified and provide copies of disconnect notices.The customer was sent the attached disconnect notice in the mailThe notice was sent on June before being disconnected on July 2014.We remain available for any further questions by [redacted] and/or StaffSincerely,Global Water - [redacted] General Manager
Ms [redacted] spoke with Mr [redacted] on September 19, As a courtesy to the customer, the $fee has been removed from the account
The company completely disregarded everything I said in my original complaintAs I stated before when I went to their website I saw that I was signed up for automatic withdraws in big green letters, if the process had not been completed yet then the website should have given accurate informationAlso as I stated before, I was never notified that I was facing disconnectionBeth told me on the phone that I was notified via mail but there is no guarantee that the notification will reach meI dont understand why I was not sent an email or given a phone call if there was a problem with my accountAdditionally, the company cannot seem to keep their facts straight! In their reply they say that I called in on the 5th to cancel the automatic withdraw but that is untrueWhile I did eventually do this so they couldn't automatically withdrawn the fees associated with this complaint, however, I did not do that until May 10thI stand by my original request, I want the $disconnection fee removed from my account because the problem would have never occurred if the company had been behaving like a reputable company that cares about their customersPerhaps if they fixed their website no one else would have to go through this problem