*** ***,We are very sorry for the inconvenience this has caused youDue to your account being an "inactive account" before service was reinstated by your request, the reads we have been getting for this service address of *** *** *** have not be going onto the account every monthThis
caused the usage to jump from the last accurate read we received in *** to the "active" usage we received on ***The usage we received from *** to *** is showing 30,gallons of usageSeeing the notes on your account, we did take off all the charges for usage from **/02-09/giving you a credit of $The minimum charge for the district you are in is $for water and flat rate sewer charge of $Those charges are stricley with ZERO usage of waterAny remainder usage after zero is charged accordinglyWith the new usage of 30,gallons your new credit is ($517.45)Per this district, they do have an option of temporarily disconnecting service for $with a reconnect (when needed) for $This would allow no additional charges to be billed to your accountIf this is an option that would work for you please call our customer service at *** to set this up for you.Thank you,*** ***
*** ***, The meter was brought into our office and the read on the meter was in line with the rest of your reads which means the bills are correctThe meter is not a faulty meter, if in fact it was a faulty meter it would read slower not fasterThere is nothing else we can do for this accountEverything is correctI do show your account has a credit of $***I hope that you understand that we have done everything on our end to make sure our system was as accurate as possibleThank You and Have a Wonderful Day!
[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.]
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
While I am happy they will fix the issue with my bill, the fact that I had to call their number for days in a row multiple times a day before I got through is still not adequate, and yes I had the right number I left multiple messages in mailbox which is where the phone system dumps you when they don't answer and nobody called me back, very unprofessional
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.
Sent: [redacted] 03, 2014 11:25 AM
To: [redacted]
Subject: RE: Complaint [redacted]
Yes… Please re-open the complaint.
I’m waiting on their response to the highlighted portion. . I will be in contact with you once we have pulled the meter and investigated the readings.
[redacted]
We are very sorry to hear about the miscommunication you have had with Gulf Utility Services. Due to the transition of switching water companies and Gulf Utility Services now taking over MUD [redacted], we have experienced some data errors in the system that was sent to us from the former...
company. I would like to make you aware that the phone number you have in this complaint is not a phone number associated with Gulf Utility Services. The correct phone number is [redacted]. I can guarantee you will not see a late fee or be disconnected from your September billing for readings from 07/31-09/05. Gulf Utility Services will make the corrections needed on your account and from here on you will get the correct bill.
Thank you
All of our water systems residents experienced higher water bills during
the same time frame as the period in question in your complaintOur water
pumped from the districts (MC 94) water well for that particular time frame had
increased as wellOur water well pumped jumped from million gallons for the
previous billing period to million gallons pumped for that - day
period in questionIt seems that for the following billing period, where we anticipate
your usage to be 27,000, the water pumped from the water well is going to end
up back down around the mid-twentiesThe time period in question also had the
only days of the year that the area experienced the temperatures
reaching + degrees (usclimatedata.com)Many more days in "feel Like"
+ degree temperatures
As I truly apologize for your troubles please understand that we are
hired by your MUD district to follow the districts governing document called
the "Rate Order"Rates, cost, fees and rules are not set by Gulf Utility but
by the district itselfWe are not authorized to make adjustments on water
bills that we cannot find issue withWe can make adjustments to water bills if we discover problems with meter reads,
transposing numbers, computer errors or mathematical issuesAll disputes
without resolution can try to be resolved by addressing the Board for your districtThe
Rate Order directs unresolved disputes to the Board by either attending the meeting
or addressing a letter to the Board (The letter can be sent to our office)The Board of Directors for the MUD meet
once a monthFor additional information concerning either of those methods of
communication please contact the office
We hope this helps to
resolve your issueIt is always Gulf Utility's intent to provide industry
leading customer service as we know that the end user is our #customer
Dear Mrs [redacted],Looking at your account I do see that your usage is higher than it has been in the past. During the summer, usage is at its highest for everybody. Due to the lack of rain we have received in the past few months more water is used. On August 28th your meter was replaced due to the...
meter being over a million gallons used. Once meters get over the million gallon usage mark, there could be inconsistency with the meter. When the meter was changed out no inconsistencies were found and the last reading from that meter lined up with the last reading we have on file for your monthly read. On September 22nd we have record of you calling asking for a recheck of you meter. In that call you did state you have an irrigation system that you had to stop running during the time period of your 54,800 gallon bill. On that same day your meter was re-read by one of our technicians to investigate for leaks and to do an accuracy test on this meter. Since your meter was changed on August 28th, the new meter reading came back as 220, which shows usage from 08/28-09/22 as 22,000 gallons of usage. The billing period has not yet ended, which means your bill for October billing will be more than 22,000 gallons. Running an irrigation system for 1 hour 3-4 times a week can estimate up to 12,000 gallons of water per month plus your regular usage. Your meter was checked for leaks on our end and no leaks were found. The other option would be to check for leaks on your end by calling a plumber and having them check for any leaks internally. Irrigation system leaks are very common and can result in a major lose of water. Another issue you may look at is your GRP fee. For every 1000 gallons used your district charges $2.35 which in this case resulted in a charge of $128.78 by itself. This does not include the water and sewer charge the district charges. Unfortunately this is a state mandated pumpage fee that the district has to go by each month and can fluctuate due to the cost of water. Since we only manage the district and do not set the rates for MUD 94 and the other option you have is to write the Board of Directors a letter explaining your frustrations and our MUD manager will address this with them. Thank you,Billing Department
Dear Mr or Mrs [redacted]Looking through your records I do see that a late fee was applied this month and a late notice was sent to your address. The late fee has since been removed due to an error in mailing. It shows payments on this account were being sent to our old mailing address which has...
since changed. Because of the change, we have removed the late fee and Gulf Utility Service has notified all customers of the mailing update. Thank you,
To Whom it May Concern,Gulf Utility Service has certain guidelines they most follow by the state of Texas. These guidelines state there must be a $25.00 reconnection fee charged to a customer who goes into delinquent mode. As of 04/07/2016, your account was set to be disconnected due to non payment...
before this date. A pink notice was sent to your mailing address with this information, along with how much was to be paid if your account was set to be disconnected. Gulf Utility Service can not control the postal service or when you receive your billing statement. We do have other options available for you to receive your bill electronically and also to make payments electronically. Looking at the notes on your account, you were also told about the disconnection amount multiple times after you had called our office and asked for you water not be shut off. Due to the space we have in our office, multiple customers may be in the building when your billing is discussed. If you would like to have a private conversation with one of our customer service representatives, you may wait for the other customers to leave or have a phone conversation. We also do not allow our customer service representatives to be spoken to in a disrespectful way. If a customer does decided to use certain language with our employees, our employees do have the option to no longer assist that customer. If any further complaint would like to be discussed you may write a letter to [redacted] or you may take this complaint up with the PUC of Texas.Thank you,MaeganBilling Manager
*** ***,We are very sorry for the inconvenience this has caused youDue to your account being an "inactive account" before service was reinstated by your request, the reads we have been getting for this service address of *** *** *** have not be going onto the account every monthThis
caused the usage to jump from the last accurate read we received in *** to the "active" usage we received on ***The usage we received from *** to *** is showing 30,gallons of usageSeeing the notes on your account, we did take off all the charges for usage from **/02-09/giving you a credit of $The minimum charge for the district you are in is $for water and flat rate sewer charge of $Those charges are stricley with ZERO usage of waterAny remainder usage after zero is charged accordinglyWith the new usage of 30,gallons your new credit is ($517.45)Per this district, they do have an option of temporarily disconnecting service for $with a reconnect (when needed) for $This would allow no additional charges to be billed to your accountIf this is an option that would work for you please call our customer service at *** to set this up for you.Thank you,*** ***
*** ***, The meter was brought into our office and the read on the meter was in line with the rest of your reads which means the bills are correctThe meter is not a faulty meter, if in fact it was a faulty meter it would read slower not fasterThere is nothing else we can do for this accountEverything is correctI do show your account has a credit of $***I hope that you understand that we have done everything on our end to make sure our system was as accurate as possibleThank You and Have a Wonderful Day!
[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.]
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
While I am happy they will fix the issue with my bill, the fact that I had to call their number for days in a row multiple times a day before I got through is still not adequate, and yes I had the right number I left multiple messages in mailbox which is where the phone system dumps you when they don't answer and nobody called me back, very unprofessional
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.
Sent: [redacted] 03, 2014 11:25 AM
To: [redacted]
Subject: RE: Complaint [redacted]
Yes… Please re-open the complaint.
I’m waiting on their response to the highlighted portion. . I will be in contact with you once we have pulled the meter and investigated the readings.
Thanks!
Regards,
[redacted]
We are very sorry to hear about the miscommunication you have had with Gulf Utility Services. Due to the transition of switching water companies and Gulf Utility Services now taking over MUD [redacted], we have experienced some data errors in the system that was sent to us from the former...
company. I would like to make you aware that the phone number you have in this complaint is not a phone number associated with Gulf Utility Services. The correct phone number is [redacted]. I can guarantee you will not see a late fee or be disconnected from your September billing for readings from 07/31-09/05. Gulf Utility Services will make the corrections needed on your account and from here on you will get the correct bill.
Thank you
All of our water systems residents experienced higher water bills during
the same time frame as the period in question in your complaintOur water
pumped from the districts (MC 94) water well for that particular time frame had
increased as wellOur water well pumped jumped from million gallons for the
previous billing period to million gallons pumped for that - day
period in questionIt seems that for the following billing period, where we anticipate
your usage to be 27,000, the water pumped from the water well is going to end
up back down around the mid-twentiesThe time period in question also had the
only days of the year that the area experienced the temperatures
reaching + degrees (usclimatedata.com)Many more days in "feel Like"
+ degree temperatures
As I truly apologize for your troubles please understand that we are
hired by your MUD district to follow the districts governing document called
the "Rate Order"Rates, cost, fees and rules are not set by Gulf Utility but
by the district itselfWe are not authorized to make adjustments on water
bills that we cannot find issue withWe can make adjustments to water bills if we discover problems with meter reads,
transposing numbers, computer errors or mathematical issuesAll disputes
without resolution can try to be resolved by addressing the Board for your districtThe
Rate Order directs unresolved disputes to the Board by either attending the meeting
or addressing a letter to the Board (The letter can be sent to our office)The Board of Directors for the MUD meet
once a monthFor additional information concerning either of those methods of
communication please contact the office
We hope this helps to
resolve your issueIt is always Gulf Utility's intent to provide industry
leading customer service as we know that the end user is our #customer
Dear Mrs [redacted],Looking at your account I do see that your usage is higher than it has been in the past. During the summer, usage is at its highest for everybody. Due to the lack of rain we have received in the past few months more water is used. On August 28th your meter was replaced due to the...
meter being over a million gallons used. Once meters get over the million gallon usage mark, there could be inconsistency with the meter. When the meter was changed out no inconsistencies were found and the last reading from that meter lined up with the last reading we have on file for your monthly read. On September 22nd we have record of you calling asking for a recheck of you meter. In that call you did state you have an irrigation system that you had to stop running during the time period of your 54,800 gallon bill. On that same day your meter was re-read by one of our technicians to investigate for leaks and to do an accuracy test on this meter. Since your meter was changed on August 28th, the new meter reading came back as 220, which shows usage from 08/28-09/22 as 22,000 gallons of usage. The billing period has not yet ended, which means your bill for October billing will be more than 22,000 gallons. Running an irrigation system for 1 hour 3-4 times a week can estimate up to 12,000 gallons of water per month plus your regular usage. Your meter was checked for leaks on our end and no leaks were found. The other option would be to check for leaks on your end by calling a plumber and having them check for any leaks internally. Irrigation system leaks are very common and can result in a major lose of water. Another issue you may look at is your GRP fee. For every 1000 gallons used your district charges $2.35 which in this case resulted in a charge of $128.78 by itself. This does not include the water and sewer charge the district charges. Unfortunately this is a state mandated pumpage fee that the district has to go by each month and can fluctuate due to the cost of water. Since we only manage the district and do not set the rates for MUD 94 and the other option you have is to write the Board of Directors a letter explaining your frustrations and our MUD manager will address this with them. Thank you,Billing Department
Dear Mr or Mrs [redacted]Looking through your records I do see that a late fee was applied this month and a late notice was sent to your address. The late fee has since been removed due to an error in mailing. It shows payments on this account were being sent to our old mailing address which has...
since changed. Because of the change, we have removed the late fee and Gulf Utility Service has notified all customers of the mailing update. Thank you,
To Whom it May Concern,Gulf Utility Service has certain guidelines they most follow by the state of Texas. These guidelines state there must be a $25.00 reconnection fee charged to a customer who goes into delinquent mode. As of 04/07/2016, your account was set to be disconnected due to non payment...
before this date. A pink notice was sent to your mailing address with this information, along with how much was to be paid if your account was set to be disconnected. Gulf Utility Service can not control the postal service or when you receive your billing statement. We do have other options available for you to receive your bill electronically and also to make payments electronically. Looking at the notes on your account, you were also told about the disconnection amount multiple times after you had called our office and asked for you water not be shut off. Due to the space we have in our office, multiple customers may be in the building when your billing is discussed. If you would like to have a private conversation with one of our customer service representatives, you may wait for the other customers to leave or have a phone conversation. We also do not allow our customer service representatives to be spoken to in a disrespectful way. If a customer does decided to use certain language with our employees, our employees do have the option to no longer assist that customer. If any further complaint would like to be discussed you may write a letter to [redacted] or you may take this complaint up with the PUC of Texas.Thank you,MaeganBilling Manager