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John T Kirby Insurance Svc

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Reviews John T Kirby Insurance Svc

John T Kirby Insurance Svc Reviews (4)

Hines cancelled [redacted] 's account after several bad transactions over the years We have chosen to no longer do business with her We have no rogue employees, and I am very aware of this situation

Initial Business Response /* (1000, 5, 2017/05/01) */
Customer came into the office on 4/to sign up for water servicesAt this time customer was told we needed a reading from the meter located on the inside of the propertyServices were due to be disconnected starting 4/20/without this
readingThe services were shutoff at the property on 4/24/as we had not received this readingOn 4/25/customer contacted our office questioning why the water was offAt this time the CSR informed her services were shutoff as a result of us not being provided the inside meter readingCustomer stated to CSR that she did contact our office on 4/17, was asked for a name of whom she had spoken withcustomer did not know whom she spoke withAt this time customer requested to speak with a supervisor
Customer was asked at what time call would have been made to our office along with a number she would have called fromA computer generated call log was printed for the date in question and phone #'s that the customer provided were not found on the report
We would be happy to reconnect the water services once the reconnection fee of *** is paidAt this time we will schedule with our maintenance department to go into the property and get the inside reading as wellThere will need to be someone at the property over the age of when this is scheduled

Initial Business Response /* (1000, 5, 2017/02/21) */
The meter at this location has been estimated since 9/2015. We estimate based off on the usage from the previous year. In September 2015 (and every other month following) a card has been left at the property for customer to provide us with...

an inside reading. Customer did not contact our office until July of 2016, at this time customer was informed we needed to exchange the meter at the property. Customer refused exchange stating it would be the next owners concern. When instructed to get us an inside reading customer stated reading could not be provided as boxes were blocking the meter. We did not hear from customer again until October of 2016. At this time they did provide us with an inside reading. However, with the bill being estimated for extended length of time we explained meter exchange must take place before we could justify doing an adjustment on the account. Customer hung up on the employee before scheduling for the exchange. This property/customer received a letter in July of 2014 to contact our office to schedule for a meter exchange. This letter states that "to assure proper billing to you, it is very important that we exchange our meter every ten years." The meter at this property was last installed in 2000. The water meter is located on the inside of the property. This is connected to a reading device, which is located on the outside of the property, by a wire. At any time the outside reading device can become disconnected or loosen from a wire-this can cause the outside device to read fast, slow or not at all. We also have a rules and regulations handbook (included) that states "Free access must be given to properly authorized representatives of the Utility at all reasonable hours for examination of pipes and fixtures, for the taking of meter readings, and meter exchanges. Where access is denied, water supply will be shut off." This handbook is also accessible at [redacted]
[redacted]
[redacted]@gohammond.com
Initial Consumer Rebuttal /* (3000, 7, 2017/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THE RESPONSE FROM THEM IS FICTITIOUS. IT DOES OT CONTAIN FACTS BUT FALSE STATEMENTS PRESENTED AS FACTUAL . 1) THE RESPONDER STATED THAT THEY HAD BEEN ESTIMATING MY METER SINCE 2015. IT HAS BEEN ESTIMATED FOR MUCH LONGER THAN THIS. 2) ESTIMATES WERE NOT OUT OF HAND UNTIL ABOUT MID 2015, THEN THEY WOULD TEMPORARILY CORRECT. 3) MY DAUGHTER PAID MY WATER BILL FOR ME AND TOLD ME THAT UPON DOING SO, THE PAYEE TOLD HER THAT THEY NEEDED ME TO DO AN ACTUAL READING AND SENT HER HOME TO ME WITH A PINK CARD TO GET THE READING. I MADE THE READING AND CALLED IN WITH IT, THEN I WAS TOLD THAT THEY WOULD NEED TO GET INTO MY HOME TO MAKE A METER EXCHANGE AND THAT THEY WOULD NOT CORRECT NOR CREDIT ME UNTIL THE METER WAS CHANGED OUT. I TOLD THEM THAT I WAS ABOUT TO MOVE AS MY HOME WAS CONTRACTED FOR SALE AND THAT I HAD A BUNCH OF PACKED UP THINGS AROUND MY HOME FOR THE ANTICIPATED MOVE AND IT WOULD BE IMPOSSIBLE TO GET TO THE METER. I WAS PUT ON HOLD BY THE WOMAN ON THE OTHER END AND THEN AFTER WAITING, I HUNG UP AS I FELT SINCE SHE WAS TALKING WITH ME ,SHE SHOULD HAVE FINISHED TALKING WITH ME.
Final Business Response /* (4000, 10, 2017/03/09) */
As per previous reply: Until we are able to exchange the meter there will not be an adjustment to the account.
Our rules and regulation state:
"Free access must be given to properly authorized representative of the Utility at all reasonable hours for examination of pipes and fixtures and for the taking of meter readings. Where access is denied, water supply will be turned off."
We have been very lenient in this casewe have not been given access to this property since this meter was installed in 11/2000. The water meter is located on the inside of the property-in which our meter readers have been denied access to on multiple occasions.
The letter for the meter exchange at this residence was mailed in July of 2014. The exchange of water meters is being done as it is being mandated by the EPA. The EPA is mandating this as the older meters can contain lead.
In regards to the rules and regulations bookletthe rule listed above has been ongoing. The revision date only changed recently (and does from time to time) when our board members change. The newest book has a few other changesbut none have to do with this issue.

Hines cancelled [redacted]'s account after several bad transactions over the years.  We have chosen to no longer do business with her.  We have no rogue employees, and I am very aware of this situation.

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Address: 5200 Bob Billings Pkwy # 204, Lawrence, Kansas, United States, 66049-5811

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