Hudson Valley Water Companies Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[We did not receive a boil advisor until the next day after the failure occurred. Many residents received nothing! I had to inform them. We have yet to hear whether the water is safe to drink. I continue to filter my water. I would personally like to see in writing (actual maintenance records or verification from the Ulster County Health Dept...not the owners word for it). HIS word means nothing to me. Sincerely,*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The way that this customer is correct is that on July **, we did have trouble with our main pumpWhen we became aware of the problem, our Operator was at the facility and switched over to the backup pump, which did restore as much water to the system as was possible given the demandHe
also called in an expert to diagnose and fix the problemThe problem was a faulty starter switch and one was obtained and put in the next morningFull service was then restored.After getting the problem fix in progress, the Operator, a short time later went to each house to provide the required boil water notice and explanation, which is required due to the temporary loss of pressure.As to the other comments by the customer, though the system was put in when the original development was built, which seems logical, there have, in fact been several additions and upgradesAn above ground storage tank was constructed and a filter was added to reduce the iron content naturally present in the waterAt times this iron can cause a slight tint, but this occurs naturallyA new replacement for this tank is in process of being installed currentlyThis should alleviate this occurrenceFurthermore the present pump is NOT the original, which was replaced. While that morning, we were consumed with trying to solve the pump problem and it was not possible to take or return every customer call, the later notices did inform customersFurthermore, on a usual basis, every call from a customeris returned as soon as possibleFinally the water testing information sent to all customers is the yearly CCR required by the state to inform customers of all the test results for the prior year, obviously not outdated.The comments that the system is not maintained properly, that we are remiss in customer service and do not care about customer welfare are totally without any basis in fact and are completely ignorant of the actual factsThese are, in fact, very important to us

First, our rates are set by the NY State Public Service Commission. We do not make them up, and this customer pays the same as
all other customers.
Second, the water in this area has a very high natural iron content which gives it a brownish/red color, though it is...

perfectlyhealthy to drink. We have just completed installation of a new filter system to take this iron out of the water before it goes out to
customers, so this color and any odor should be eliminated. Also, Health Dept regulations require that chlorine be added to the
water as it is distributed in the system to kill any bacteria present. This is monitored every day to keep it within approved levels.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Nor, will it be resolved, since many neighbors just won't report to the Revdex.com about this water company and it's poor practices.  NO notice of the water being safe was ever brought to me or others.  Boil Water Advisory notices were delivered to random residents by random people not identified.  If more people filed complaints like myself, maybe this would be taken more seriously.  Obviously, the almighty dollars wins out and the average Joe loses as always. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: Hudson Valley Water Co. has the been the water supply for Mount Marion, NY, it seems, forever. This housing development was established in 1955, and the water system has changed little and isn't maintained as it should be. There is never any customer contact except for out dated water testing mailed to us and the monthly bill. The whole neighborhood had no or low water pressure this morning. My neighbors and I called the one local number the Town of Saugerties gave us, but we all got a voicemail. And no one returned our calls to let us know what was going on. I ended up calling the Ulster County Health Department and they were able to get in touch with the "local operator". He was told they were aware of the problem and were sending someone to check it. I found out from the Town of Saugerties Police Dept that it is a pump failure and is being addressed. We still have very low water pressure, and no one from Hudson Valley Water Co has updated us on the situation. Our neighborhood is completely in the dark about what the repair progress is. We cannot flush our toilets, can't shower, and can't really do much house hold necessities without the water pressure. Many times the water ha a brown tint. This company has always been remiss in customer service for years and the owner, Mr. F[redacted], appears to show no regard for his service or his customers welfare. Please help!!! I would like Mr. F[redacted] to be conscientious about our water supply. We need better contact info and calls returned during a water emergency.Desired Settlement: Desired outcome? Another water company, but I know that won't happen. I want the pump repair totally completed, better water, better water mains and pumps that aren't 60 years old, better service, better contact info, and more water testing for safety.

Business

Response:

The 1 way that this customer is correct is that on July **, 2015 we did have trouble with our main pump. When we became aware of the problem, our Operator was at the facility and switched over to the backup pump, which did restore as much water to the system as was possible given the demand. He also called in an expert to diagnose and fix the problem. The problem was a faulty starter switch and one was obtained and put in the next morning. Full service was then restored.After getting the problem fix in progress, the Operator, a short time later went to each house to provide the required boil water notice and explanation, which is required due to the temporary loss of pressure.As to the other comments by the customer, though the system was put in when the original development was built, which seems logical, there have, in fact been several additions and upgrades. An above ground storage tank was constructed and a filter was added to reduce the iron content naturally present in the water. At times this iron can cause a slight tint, but this occurs naturally. A new replacement for this tank is in process of being installed currently. This should alleviate this occurrence. Furthermore the present pump is NOT the original, which was replaced. While that morning, we were consumed with trying to solve the pump problem and it was not possible to take or return every customer call, the later notices did inform customers. Furthermore, on a usual basis, every call from a customeris returned as soon as possible. Finally the water testing information sent to all customers is the yearly CCR required by the state to inform customers of all the test results for the prior year, obviously not outdated.The comments that the system is not maintained properly, that we are remiss in customer service and do not care about customer welfare are totally without any basis in fact and are completely ignorant of the actual facts. These are, in fact, very important to us.

Review: Frequent brown water. Water smells of chlorine. No notice given to boil water when the pump failed. High rate charged for water supply. No response to phone call about the pump failure.Desired Settlement: I would like the water to not smell like chlorine or turn brown so often.

I would like to pay a rate similar to the local town water department.

Business

Response:

First, our rates are set by the NY State Public Service Commission. We do not make them up, and this customer pays the same asall other customers.Second, the water in this area has a very high natural iron content which gives it a brownish/red color, though it is perfectlyhealthy to drink. We have just completed installation of a new filter system to take this iron out of the water before it goes out tocustomers, so this color and any odor should be eliminated. Also, Health Dept regulations require that chlorine be added to thewater as it is distributed in the system to kill any bacteria present. This is monitored every day to keep it within approved levels.