J & K Remodeling, LLC

Ms***, I received your complaint and am waiting for information? back from the City in order to resolveI will follow up again on Monday.? ? Thank you,Carmelle

Ms***, I received your complaint and am waiting for information back from the City in order to resolveI will follow up again on Monday. Thank you,Carmelle

We are working to gather details for this customer's accountI will provide a more detailed response within a few daysThanks, Carmelle

HelloI don't have the response yet, but wanted to acknowledge receiptUnfortunately, both of the notices went into our new email quarantine programHowever, I just fished the second notice out and made sure I set the Revdex.com notifications as a safe senderWe will get a response back to you by
Tuesday, 2/9/Sorry for the delay! Carmelle

** *** *** ** ***
*** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** * ***

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** ***
*** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and expect in depth reviewWe had the opportunity to talk to the business manager of the Copperas Cove Water Department but we need the assurance from GW Fathom that there has not been over billingWe do understand the estimation of usage that was done in prior months but want to be sure that our June-July and July to August billing cycles do not overlap with the estimations that we were already charged forWe need to verify from GW Fathom which months or billing cycles were processed using estimated usage vs actual, as we are aware that meter installment in our city began in October We need to know what the target date for resolution is for the collecting tower issue in our area (signals are not being received, according to our Water Department), and want to know directly from the business what you plan to do to ensure that cases like ours are better managed in the future (i.ewhat will you do to mitigate logistical/deployment problems, how will you improve customer-client -account holder communications etc).I will wait until for the business to perform these actions and, if it does, will consider this complaint resolved
Regards,
*** ***

Ms***, I understand your concerns and apologize that you feel there have been errors in your billingI know that can be stressful.In fully auditing your account, I do not see any irregularities in your billing cycle or in your billed consumptionThe City provides FATHOM with service period
dates, rates, collection policies, etc and we partner with them to provide those services. I have attached a workbook that shows your transaction history since FATHOM started billing, as well as # of days between service periods, consumption, etcI have color coded the billing transaction with the payment receivedIn addition I included screen snips of copies of communication that were sent to help explain the one billing anomaly which was the first bill since the City had not billed you in MarchAfter that, all bills have been in accordance, per our agreement with the City, to utilize 25-day billing cycles, unless there is an approved exception. Also in the workbook is the direct download from your meter (MIU) which shows the daily reads. Please let me know what else I can provide to alleviate any future concernsI've also requested a copy of your historic consumption from the CityI'm happy to help. Carmelle

Ms***, I'm the Senior Vice President of Managed Services for FATHOM and I will be looking into your account this weekI do need to gather some information from the Utilities department at the City regarding your prior service periods and billed usageI have already pulled down your read
and consumption history from your meter since install in NovemberI will start getting other information together so we can respond to your concernsI'm sorry that you felt helpless and our reps were unable to resolve your concerns, or at least provide you the information requestedI will follow up with my management team on this as wellLet me know if I can reach out to you directly from here on out!? Thanks, Carmelle

I called and spoke with *** regarding the leak adjustmentThe amount of $will be credited to the account.? ? The customer stated this will resolve the issuePlease advise if any further assistance is needed!? ? Thanks, CarmelleSVP, Operations

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.? I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
?