Heritage Inn

This customer reached out to us today with her concerns as stated in this complaint? This customer is on a cash status with us due to multiple checks returned to us as insufficient funds (NSF) in the past months? However we are responding to the customer informing them they can place a money order or cashier’s check in our drop box provided we do not receive a stop payment on these payment methods? We believe this will resolve the issue.? ? If you have further questions or concerns, feel free to reach out to us.? ? [redacted]

We did reach out to our customer on 6/with a reminder phone call,? we got his answering machine, and left a message to contact us regarding their past due balanceA final notice was mailed to the customer on 6/with a shut off date of 6/or after on the past due balance which was mailed and also an email message was sent to them through their on-line accountThere is time for the payment to still be made at that point without any interruption of serviceWe did not get any return mail that the notice did not reach them.? We reached out again on 6/and left a message that they needed to contact us regarding their past due balanceWe do attempt to reach our customer's ? times a day unless we are able to personally speak with them We do try and reach out to get the payment as we do not want to disconnect anyone if we are able to get the balance paid, by calling them as well as sending out the notice to avoid shutting off the serviceThe phone calls are an additional means to communicate with our customers which we have put into placeWe did waive the reconnection fee as a one time courtesyPlease let us know if you need anything further, we are here to assist.?

Indeed yes I was called yesterday by EPCOR Water, However just because they called does not mean they have satisfied their debtAgain I have a Credit for the amount of $26.17on my last bill from Global Water,Epcor water has acquired Purchased, assumed the old wayer comoany GlobalIn speaking to a Mrs French yesterday I was informed thatEPCOR water did acquire Global water as of May 9th and I was infirmed by the same oerson that while EPCOR did acquire Global water THEY did not assume any LIABILITESin other wirs my credit on my water bill will not be honored ...I was told to call Global water and given a phone numberI did Indeed call Global water, Here is what I was told"In the umcomming Months we (Global) will be Meeting to discuss what to do about customer refunds that we owe" The typical brush off in my opinionwhen I asked Global ?? When might that meeting be ?? I was infirmed who can say>/ When I asked again One week months six months? I was informed perhaps we will meet in six months ...EPCOR telle me the Refund is not due from Us and Global says we have no idea when we will meet to decide what to doRun Around?? Again I am retired living onsocial security the $credit is 60% of my current water bill which is $I was not expecting to pay the full water bill as I budgeted for a $water bill as I am alwaysbelow the minimum usage.Epcor water has a responsibility to the old Global water customers to Honor Globals commitments to their customers This sounds like the Old Coporate shell games prevelant in Phoenix Az in the 80s and 90sWhen o0ne company takes over another to avoid paying their debts.Are EPCOR and Global affiliated in any way?? Is thisanother scam set up to defraud Senior Citizens like my self?? I want my $credit on my current bill.Waiting for a responce

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

Good Morning,There was no issue with our payment system.? The ***'s both made payments over each other.? ? Daniel logged into the account and made a payment which was accepted and Ariana logged into the system to make a one time payment and entered incorrect information.? The system will accept what the customer enters, records a confirmation number, then proceeds to send tot he financial institution for payment.? The information was presented and did not match, therefore rejected.? The payment was entered by the customer as third party vendor is used.? The payment was returned and a $fee was placed on her EPCOR account on 5/21/18.? The following day Mrs [redacted] called in and advised he believed this was a company error and requested to speak to a supervisor.? Request to remove fee was presented and approved as the payment was returned due to no account/account closed.? Normally wrong information is entered and a courtesy adjustment is given after account is reviewed.? Payment error was made by customer and EPCOR waived the $return item fee

We have verified the reading to be correct and we are doing a data logger which extracts information from the meter from the past days and provides daily usageWe will receive that information and share with our customer to try and assist where the issue may beI have left a voice mail message an update her phone number as the phone number we had listed on the account was not correctWe are waiting to hear back from Ms [redacted] so that we can share the information from the data logger? however based on what information she has shared, ? it may have been the irrigation sticking on possibly and not shutting off, and our data logger will help to identify when the high usage occurred

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and while they continue to insist this is a master of user error, that is simply not the caseMy husband doesn’t pay the EPCOR bill, I am the only one who pays it & I most certainly did NOT submit the payment twiceI know with absolute certainty this is an error with EPCOR’s payment system as this is the second time they’ve done this to meI personally confirmed with my bank this week that NO payment was returned to EPCORHowever, since my $returned payment fee has been waived, I will consider this issue resolved and make all future payments from my bank’s bill pay service rather than trusting EPCOR’s website which is unreliable at bestHowever, I would hope that for the sake of other customers, EPCOR would closely review their website’s processing of payments as well as their response to customers calling about EPCOR’s billing mistakes.I will consider this complaint resolved from my end However Regards, [redacted] ***

The confirmation number is given to advise you the transaction is attempting to go through, however the transaction was cancelled right away prior to the payment was received so the monies were not paidThe reconnection fee is to assist in covering the cost to return to the property and restore the service once disconnected for non-paymentThe monies were not paid prior to the service being disconnected as the cancellation was done by the customer right away before the transaction was completed

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 requestedWe 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 offIt 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 fullPlease let us know if you have any further questions

The confirmation number is given to advise you the transaction is attempting to go through, however? the transaction was cancelled right away? prior to ? the payment was received so the monies were not paidThe reconnection fee is to assist in covering the cost to return to the property and restore the service once disconnected for non-paymentThe monies were not paid prior to the service being disconnected as the cancellation was? done by? the customer? right away before the transaction was completed

The payment information is entered by the customer and not by EPCOR. We have reviewed and she unfortunately entered the incorrect account information so no payment was received or applied She has entered payments after that, and there have been no issues as the correct information was enteredWe have sent her the information showing the payment was not received today for her to see the error, and also the monies were not taken from her account due it being incorrectWe have agreed to waive the unable to locate account fee as a one time courtesy via e-mailThere was no malfunction of the informationPlease let me know if you have further questions

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 paymentWe 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

We have corrected his account, this was our error as there was more than one Antonio M [redacted] He never resided in [redacted] and unfortunately due to the? name being the same the [redacted] account charges were? added onto his account in errorWe did apologize and have made the corrections, and apologized that it took a bit for the corrections to be madeHe is satisfied that it has been resolved at this time.?

The above complaint was owed a credit refund that was paid to Global Water, and they received the refund days ago from Global Water per the customerEPCOR Water did not receive the money so that is why we could not refund the money that we did not havePlease let em know if you have any questions, as the customer understands we did not have the money to refund. Thank you,Jeannie F* ###-###-####This email message, including any attachments, is for the intended recipient(s) only, and contains confidential and proprietary informationUnauthorized distribution, copying or disclosure is strictly prohibitedIf you have received this message in error, or are obviously not one of the intended recipients, please immediately notify the sender by reply email and delete this email message, including any attachmentsThank you

We have verified the reading to be correct and we are doing a data logger which extracts information from the meter from the past days and provides daily usageWe will receive that information and share with our customer to try and assist where the issue may beI have left a voice mail message
an update her phone number as the phone number we had listed on the account was not correctWe are waiting to hear back from Ms*** so that we can share the information from the data logger however based on what information she has shared, it may have been the irrigation sticking on possibly and not shutting off, and our data logger will help to identify when the high usage occurred

The $fee was charged due to the information entered by the customer being incorrect, and the account could not be credited as the funds were not receivedEPCOR does not enter the payment information, this is all entered by the customer, and the wrong account information was entered in error by
the customer resulting in the additional fee charged to us for the bank trying to locate the payment and unfortunately they could not find the account to credit the payment based on the information supplied to themPlease let us know if you have any further questions

Ms*** did not pay her final bill of $which was due on Nov24th and was from Oct24th-Oct 31st for days of serviceWe have not had any return mail to indicate that she did not receive the bill, so she may need to check with the post office to make sure nothing was held at the
post officeShe had no problems receiving her bills prior to this last one, so we were not aware she did not receive it, and the days of service are included on her billing statementIf the bill is not paid within a reasonable amount of time, our collections team takes it over from there, and that is our processThere was no calls received from her to question the amount of the last bill so she does owe for that time frameWe recently communicated via e-mail and did not get a response back, and explained that this was her final bill and the bill was correct as rendered, we even included the dates the billing period was forWe have reviewed the charges and thay are correct as rendered Please let us know if you have any fiurther questionsThank you,EPCOR Water

Good Morning,There was no issue with our payment system. The ***'s both made payments over each other. Daniel logged into the account and made a payment which was accepted and Ariana logged into the system to make a one time payment and entered incorrect information. The
system will accept what the customer enters, records a confirmation number, then proceeds to send tot he financial institution for payment. The information was presented and did not match, therefore rejected. The payment was entered by the customer as third party vendor is used. The payment was returned and a $fee was placed on her EPCOR account on 5/21/18. The following day Mrs*** called in and advised he believed this was a company error and requested to speak to a supervisor. Request to remove fee was presented and approved as the payment was returned due to no account/account closed. Normally wrong information is entered and a courtesy adjustment is given after account is reviewed. Payment error was made by customer and EPCOR waived the $return item fee

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
paymentWe 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

Good Morning,EPCOR visited Mr*** property on April 17th to pull data from the meter. On 4/19/a customer care rep made contact with Mr*** to review the data pulled for daily and hourly usage to advised when the water used. We explained to Mr*** that
every customer is different and there are a variety of factors that play a role in how much water is usedOur customer concerns are important to us and we are available to help them understand their bills and usage. We discussed any items on a timing system or possible issues that may have occurred during the time of April 6, and 8th. Mr*** refusing to believe our data and that no issues on his property. We did offer to work with his billing portion of his bill and move the usage down to the lowest billing tier as our data shows the meter did register the usage. An estimated credit of $plus taxes. He refuse and requested the usage be removed from his account and a credit be given of $Mr*** also believes he has a faulty meter that did not register correctly during those daysOffered to test the meter. A charge of of $would be applied to the account for the test if the meter test with in the guidelines. IF the meter is faulty there would not be a charge. Mr*** does not want to pay the fee and states he's sure the meter is working correctly. Offer the billing tier adjustment and he refused, would like to get his payment back of $90.02. Services were available and provided to customer. EPCOR is responsible for providing water service to the customer, once water passes through the meter we are not able to determine how or where it is used. We are not able to remove the usage and offered to move down to the lowest billing tier as our meter data shows water was registered through the meter and provided to the customer. Customer refused and ended the call.