Joe Louie Water Association

The Joe Louie Water Association has served the community since with the same utility billingschedule and payment policy in place for over yearsUtility bills, late notices and fees are computergenerated based on each account's balance and payment historyPayment and collection policies areapplied equally to all customers.Customers who call prior to the shut off date can request payment arrangementsIf paymentarrangements are approved, the customer can avoid interruption in service and additional feesIf acustomer does not call prior to the shut off date, utility field staff are dispatched to shut off water and ashut off dispatch fee is assessedIf a customer makes payment to field staff when they arrive to shut offthe water, the dispatch fee is still charged for the unnecessary staff visit to the residence.In this case the customer did not call to make payment arrangements prior to the shut off dateThecustomer called at 8:am on shut off day and said she would arrive at the office in one hour to pay thebillThe customer did not arrive to make payment within one hour and when field staff arrived at theresidence after 10:am to shut off the water the customer was present and paid the utility bill at thedoor for which a dispatch fee was charged.Customer account records indicate that beginning in there have been approximately:• arrangements made prior to shut off day to avoid interruption in service• service shut offs for nonpayment or failed payment arrangements• shut off dispatch fees waivedThe utility bill is issued on or before the 30th of every other month, i.eJan 30, March 30, May 30, July30, September 30, November The utility bill states on the face that payment is past due after the 1stof the next full month (example January bill is due BY 3/1/16, etc)If the bill is not paid by the due datea late fee is assessed and a late notice is mailed to the customerIf the bill is still not paid then a 2"d latenotice is mailed to the customer one week prior to shut off dateThe late notice states on the face thatpayment must be received before the shut off date to avoid disconnection of water service and the shutoff date is also listed on the face of both late notices
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***Supporting documentation redacted by Revdex.com staf*

Complaint: ***I am rejecting this response because: I was not asking for my history there are lots of complaints in my community about the unwillingness of this company is I had broke my foot in several places and went thru two surgeries over a span of three years August October I had to move out of my home because of all the stairs so there was more activity of late payments and even a couple shut offs I had recently moved home and was going thru my mail and found this very late bill and I tried to call immediately and leave a message but according to the worker said they didn't understand my message so I asked if I could pay on Friday payday two days later she made it clear I could not I then said I would go out of my way to work and pay and I would try and be there with in an hour which I am pretty positive I was still with in when the worker showed up here because I had showered and dressed and was just getting my shoes on and I specifically looked at the clock and said to the worker right to his face wow you rushed right over I thought I was given an hour to go payand I was upset because of the added $so I asked is this why you rushed over here so you could add this charge to my account? I specifically looked at my clock and I was still within the hour but this company is going to play a he said she said obviously I did not call them that morning they called me I just think with so many people in my neighborhood who post on Facebook how terrible this company is to deal with it might be worth looking into how all clients are treat outside the reservation but clearly they only want to look at my account I have been here years and am obviously not skipping out on my debit it's funny how they thought they could shame me with my history Again three years I didn't live at home and still paid the bill
I would like the $charge reversed and If they reversed charges in the past I do not know when, and if it happened in the past I never asked for charhes to be reversed ever so that's strange Sincerely,*** ***

A I did not want a credit to my account I wanted to wanted to make sure they treat all their clients equally and fairly.  I had made a call and talked to a live person and she knew I would be there within an hour to pay my bill but before I could fully get ready the company was at my door with...

a new bill with an added $40 on my bill because they had to come to my door and collect.  There would have been even more added to my bill if they turned off my water.  
 
I want ant an audit to ensure they treat all clients equally and fairly.
if that can't happen then I would like reimbursement of the $40 since I thought for sure I had just made arrangements to be there within an hour to pay.  I was just getting my shoes on when the worker was standing here.  I asked him why since I had just talked to the office a few minutes earlier.  They are 5 minutes away so saying he was already on his way here and they couldn't stop him I don't believe would be a true statement it wasn't indicated when I was on the phone