Hopewell Township

9/21/TO: Revdex.comFROM: Norman Kraus, Jr,/ Hopewell Township ManagerSUBJ: Customer Complaint on Sewage Bill and Response Better Business Bureau:I am responding to Complaint ID# [redacted] , which I received in the mail todayFirst of all, I must state that we are a government municipality and not a businessWe function as a government entity and cannot be considered a business, as you classify businesses that you may represent in complaintsI have read the complaint the customer made with regards to her customer service issues with the township and will respond as followsFirst, I checked with the worker from Aliquippa that was with our Collections Department individual and he stated there was no pounding of the on the said complaintant's door and there were loud exchanges, but no screaming, The customer you are inquiring on behalf of, has a three year track record of payment issues that I choose not to get into detail on, but they are not what we expect as a municipality being held responsible for charges that customers are late on paying, or never pay in many casesThe woman in our sewer billing department the customer was speaking to in oue sewer billing department does not make payment arrangements, only my Sewer Collections person doesThe customer has to work out payment details and make arrangements with our collections person, who sets up the terms of payment with customersIf there are problems working out details, my collections person consults meAs for the actions of my collections person, that is a personnel matter and something not addressed with the publicI address these issues with employees on a case by case basis and that is all I will sayAs for additional fees being credited back to the customer/complaintant, that will not be happeningWe have a one-time waiver policy in place for people having penalties/fees dropped, and this customer already had her last penalty fee of $credited the last time she was being posted for late paymentThere are no more waivers.In closing, all issues the customer filing the complaint with you were addressed in a lengthy phone conversation I had with her when she called my officeI reviewed her payment record over the last three years with Hopewell Township and told her she had to set up Payment terms through our Collections Department individual, if she could not make the payments necessaryShe was told there would be no penalty fee waiver, as she has exhausted that opportunity already.All of the terms and parameters were laid out for her in our conversationShe must comply with the rules set forth under our township delinquent collections policy and terms.Sincerely, Norman K***, Jr.Hopewell Township Manager CC: Hopewell Township Board of Commissioners

9/21/2015TO: Revdex.comFROM: Norman Kraus, Jr,/ Hopewell Township ManagerSUBJ: Customer Complaint on Sewage Bill and ResponseRevdex.com:I am responding to Complaint ID#***, which I received in the mail todayFirst of all, I must state that we are a government
municipality and not a businessWe function as a government entity and cannot be considered a business, as you classify businesses that you may represent in complaintsI have read the complaint the customer made with regards to her customer service issues with the township and will respond as followsFirst, I checked with the worker from Aliquippa that was with our Collections Department individual and he stated there was no pounding of the on the said complaintant's door and there were loud exchanges, but no screaming, The customer you are inquiring on behalf of, has a three year track record of payment issues that I choose not to get into detail on, but they are not what we expect as a municipality being held responsible for charges that customers are late on paying, or never pay in many casesThe woman in our sewer billing department the customer was speaking to in oue sewer billing department does not make payment arrangements, only my Sewer Collections person doesThe customer has to work out payment details and make arrangements with our collections person, who sets up the terms of payment with customersIf there are problems working out details, my collections person consults meAs for the actions of my collections person, that is a personnel matter and something not addressed with the publicI address these issues with employees on a case by case basis and that is all I will sayAs for additional fees being credited back to the customer/complaintant, that will not be happeningWe have a one-time waiver policy in place for people having penalties/fees dropped, and this customer already had her last penalty fee of $credited the last time she was being posted for late paymentThere are no more waivers.In closing, all issues the customer filing the complaint with you were addressed in a lengthy phone conversation I had with her when she called my officeI reviewed her payment record over the last three years with Hopewell Township and told her she had to set up Payment terms through our Collections Department individual, if she could not make the payments necessaryShe was told there would be no penalty fee waiver, as she has exhausted that opportunity already.All of the terms and parameters were laid out for her in our conversationShe must comply with the rules set forth under our township delinquent collections policy and terms.Sincerely,Norman K***, Jr.Hopewell Township ManagerCC: Hopewell Township Board of Commissioners

9/21/2015
TO: Revdex.comFROM: Norman Kraus, Jr,/ Hopewell Township ManagerSUBJ: Customer Complaint on Sewage Bill and Response
Better Business...

Bureau:I am responding to Complaint ID#[redacted], which I received in the mail today. First of all, I must state that we are a government municipality and not a business. We function as a government entity and cannot be considered a business, as you classify businesses that you may represent in complaints. I have read the complaint the customer made with regards to her customer service issues with the township and will respond as follows. First, I checked with the worker from Aliquippa that was with our Collections Department individual and he stated there was no pounding of the on the said complaintant's door and there were loud exchanges, but no screaming, The customer you are inquiring on behalf of, has a three year track record of payment issues that I choose not to get into detail on, but they are not what we expect as a municipality being held responsible for charges that customers are late on paying, or never pay in many cases. The woman in our sewer billing department the customer was speaking to in oue sewer billing department does not make payment arrangements, only my Sewer Collections person does. The customer has to work out payment details and make arrangements with our collections person, who sets up the terms of payment with customers. If there are problems working out details, my collections person consults me. As for the actions of my collections person, that is a personnel matter and something not addressed with the public. I address these issues with employees on a case by case basis and that is all I will say. As for additional fees being credited back to the customer/complaintant, that will not be happening. We have a one-time waiver policy in place for people having penalties/fees dropped, and this customer already had her last penalty fee of $50.00 credited the last time she was being posted for late payment. There are no more waivers.In closing, all issues the customer filing the complaint with you were addressed in a lengthy phone conversation I had with her when she called my office. I reviewed her payment record over the last three years with Hopewell Township and told her she had to set up Payment terms through our Collections Department individual, if she could not make the payments necessary. She was told there would be no penalty fee waiver, as she has exhausted that opportunity already.All of the terms and parameters were laid out for her in our conversation. She must comply with the rules set forth under our township delinquent collections policy and terms.Sincerely,
Norman K[redacted], Jr.Hopewell Township Manager
CC: Hopewell Township Board of Commissioners

Review: I have been making payments in my sewage bill. I have been making these payments every two weeks on the same day I get paid. I have spoken with office personnel (Judy) who took my last payment and spoke about paying the remaining of the balance on the date of next paycheck. However another office staff member decided that she didn't want to accept the terms I had set up with the first office worker. I was not informed of this change and was startled by Renee of the sewage department pounding on my glass door. while I was on the phone with the original office worker Judy arranging payments Renee starts to actually scream and rant at me. Judy was able to hear her screaming from where she was standing next to her car a good forty plus feet away from where I am on my phone, Judy apologized for Renees disrespectful outburt and ensured me that my account is in good standing and that Renee would not be able to collect cash funds from me or shut off my water for the sewage payment.Desired Settlement: For the publicly appointed official Renee of the hopewell sewage department to be held accountable for her actions as I do not see it is acceptable for someone holding a paid public position to scream at nor curse at anyone while on the clock. I would also like the additional fees that were added to my account be credited back onto my bill as I had an arrangement and had not deviated from it nor was I informed of any impending change.

Business

Response:

9/21/2015TO: Revdex.comFROM: Norman Kraus, Jr,/ Hopewell Township ManagerSUBJ: Customer Complaint on Sewage Bill and ResponseI am responding to Complaint ID#[redacted], which I received in the mail today. First of all, I must state that we are a government municipality and not a business. We function as a government entity and cannot be considered a business, as you classify businesses that you may represent in complaints. I have read the complaint the customer made with regards to her customer service issues with the township and will respond as follows. First, I checked with the worker from Aliquippa that was with our Collections Department individual and he stated there was no pounding of the on the said complaintant's door and there were loud exchanges, but no screaming, The customer you are inquiring on behalf of, has a three year track record of payment issues that I choose not to get into detail on, but they are not what we expect as a municipality being held responsible for charges that customers are late on paying, or never pay in many cases. The woman in our sewer billing department the customer was speaking to in oue sewer billing department does not make payment arrangements, only my Sewer Collections person does. The customer has to work out payment details and make arrangements with our collections person, who sets up the terms of payment with customers. If there are problems working out details, my collections person consults me. As for the actions of my collections person, that is a personnel matter and something not addressed with the public. I address these issues with employees on a case by case basis and that is all I will say. As for additional fees being credited back to the customer/complaintant, that will not be happening. We have a one-time waiver policy in place for people having penalties/fees dropped, and this customer already had her last penalty fee of $50.00 credited the last time she was being posted for late payment. There are no more waivers.In closing, all issues the customer filing the complaint with you were addressed in a lengthy phone conversation I had with her when she called my office. I reviewed her payment record over the last three years with Hopewell Township and told her she had to set up Payment terms through our Collections Department individual, if she could not make the payments necessary. She was told there would be no penalty fee waiver, as she has exhausted that opportunity already.All of the terms and parameters were laid out for her in our conversation. She must comply with the rules set forth under our township delinquent collections policy and terms.Sincerely,Norman K[redacted], Jr.Hopewell Township ManagerCC: Hopewell Township Board of Commissioners