Johnson Utilities

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. My complaint has not yet been resolved. I understand I haven't been billed additional late fees. The problem is I don't get notified in a timely manner when my bill has been posted online. 90% of the time my bill doesn't get posted until a week after the billing date. I have forwarded my mail to a new address and I have yet to get a bill from johnson utilities. Regards, [redacted] ***

The statement of the company is false The disconnect notice does not state in which method a payment is too be madeThe payment was made on the vendors website before the the time due Please see below the email receipt from the company itself showing payment made on time before the disconnect date No bill or email states we must make a payment three days prior to a notice for the company to process The payment was made by the due date as seen below I should not be penalized for the companies processing time of a bill This is not a true due date is this is so My due date should be valid for the date in which my payment is due on my notice not the date in which they choose to process funds This is not a representation of a true due date Please see below the receipt showing payment on the company website Transaction Receipt from Johnson Utilities, LLC for $(USD)Trashx [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]

Tell us why here[redacted] Mr [redacted] This letter is in response to complaint # [redacted] to the Revdex.com regarding billing and disconnection of services Johnson Utilities sent Mr [redacted] a bill dated 8/25/for the amount $due on 9/15/On 9/17/a late fee was assessed and disconnection notice was sent out stating past due amount of $was due by 10/6/before 4:pm to avoid disconnection of servicesPayment was not received by 10/6/therefore Mr [redacted] ’s services were disconnected on 10/7/Mr [redacted] called in on 10/7/and spoke to a Johnson Utilities RepresentativeMr [redacted] paid past due of $along with $reconnection feeMr [redacted] services were reconnected on 10/7/15.Johnson Utilities policies are in compliance with rules that have been set forth by the Arizona Corporation Commission.Thank you, [redacted] Accounting SupervisorJohnson Utitlites, LLC

On 2/26/a disconnection notice was mailed to Mr [redacted] property stating that $was past due and due by 3/8/at 4:PM to avoid disconnection of serviceOn 3/9/payment was not received and service was disconnected for nonpaymentOn 3/9/Mr [redacted] contacted Johnson Utilities Customer Service Department inquiring on his service disconnectionThe Johnson Utilities Customer Service Representatives explained that service had been disconnected for nonpayment and that the past due amount of $would need to be paid as well as a $reconnection fee to restore serviceMr [redacted] stated that he had made a payment on 3/8/onlineThe Johnson Utilities Customer Service Representative explained that when a payment is made online it can take up to days for Johnson Utilities to receiveWhen paying online not only does it explain this on the webpage but a pop up box has to be clicked by the payee that states they understand and agree prior to making the paymentMr [redacted] became upset and stated he had a month old in the home and that disconnecting his water service was illegalMr [redacted] then stated that he would remove the lock himselfThe Johnson Utilities Customer Service Representative explained that tampering with a public utility can result in a class felony; Mr [redacted] stated he would remove the lock in front of an officer and then he would sue On 3/11/a Johnson Utilities Technician went to Mr [redacted] property to ensure it was still locked as Mr [redacted] had not paid the reconnection fee and the Technician found that the lock had been removedThe Johnson Utilities Technician put another lock on the propertyOn 3/11/Mr [redacted] came into the Johnson Utilities office and paid the reconnection fee of $Mr [redacted] service was restored the same day

We have been trying to get ahold of Mr [redacted] however the number we have on file goes to his father, who states Mr [redacted] is in JapanWe have emailed Mr [redacted] as I am confused by his responseHe stated that the email is sent out days after the billing dateThe billing date, as explained previously, is the date the billing period endsAfter we end the billing period (usually around the 25th) the system updates, creates statements, files are sent to the third party vendor for print or emailBilling for Mr***s account is sent out by the 1st of the month and due on the 15thIn the last sentence Mr [redacted] states that he changed his forwarding address and has not received a bill, thus my confusionis he referring to his email address changing as he states he receives late emails or is the problem with the bill going via USPS mail We have not received a reply from Mr [redacted] as of yet

Johnson Utilities tests its water per ADEQ standards and is in complaince with the State of ArizonaJohnson Utilities rates are provide to them by the [redacted] We are unsure what the desired settlement amount of $is for

Tell us why here... [redacted] Mr. [redacted] This letter is in response to complaint # [redacted] to the RevDex.com regarding billing and disconnection of services. Johnson Utilities... sent Mr. [redacted] a bill dated 8/25/15 for the amount $87.52 due on 9/15/15. On 9/17/15 a late fee was assessed and disconnection notice was sent out stating past due amount of $87.52 was due by 10/6/15 before 4:45 pm to avoid disconnection of services. Payment was not received by 10/6/15 therefore Mr. [redacted] ’s services were disconnected on 10/7/15. Mr. [redacted] called in on 10/7/15 and spoke to a Johnson Utilities Representative. Mr. [redacted] paid past due of $87.52 along with $50.00 reconnection fee. Mr. [redacted] services were reconnected on 10/7/15.Johnson Utilities policies are in compliance with rules that have been set forth by the Arizona Corporation Commission.Thank you, [redacted] Accounting SupervisorJohnson Utitlites, LLC

The best solution would be automatic payment if you are unable to pay online, in the mail, in the drop box, or in personThe payment will be on time and no late fees would be applied

Johnson Utilities upgraded the phone system in January With the upgrade Johnson Utilities can have up to calls in the queueThere is an option to select a call back, to avoid waiting on hold, whereas a Johnson Utilities CSR will call the customers back in the order they received the call Johnson Utilities does experience a high volume of calls when payments are due (the 15th and the 25th of the month)Johnson Utilities also offers alternatives for payment and communication:Email, [email protected], automatic payment taken on the due date each monthDrop box, checks and money orders can be dropped off days a week, hours a dayIn the lobby, M-F 8am to 4:pmOnline paymentsUSPS mailJohnson Utilities is also considering an upgrade to the online services (customer portal) whereas a customer can see current meter reads and make changes such as mailing address and phone numbers

On 7/10/Ms [redacted] contacted Johnson Utilities Customer Service Department stating that she had low pressureOn 7/11/a Johnson Utilities Technician noted that pressure at Ms [redacted] residence was psi Johnson Utilities recently took two wells offline due to high nitrate test resultsTurning the wells off and the higher demand due to the season made some areas that Johnson Utilities service receive lower than water pressure, and in some instances, no waterOn 7/12/Johnson Utilities was able to make adjustments to a couple of zone valves in the field which increased pressure by to psi in some areasWith the increase of the pressure the tanks at the main yard have raised and pressure was increased an additional psi Johnson Utilities is in the process of identifying new well sites and working with engineers to construct pipeline from existing wells to the main yard in an effort to increase pressure in the area On 7/18/a Johnson Utilities Supervisor contacted Ms [redacted] Ms [redacted] stated that she had been working with the Johnson Utilities Water Operations Manager and that the pressure had improved

On 6/25/a bill was sent to Mr [redacted] residence stating that $was due on 7/15/On 7/18/a payment was not received and a late notice was mailed to Mr [redacted] property stating that $was past due and would need to be paid by 8/1/to avoid service interruptionOn 8/2/payment had not been received and service was disconnected for nonpaymentMr [redacted] contacted Johnson Utilities and stated that a payment had been made onlineJohnson Utilities was able to view the payment however the payment had not yet been received by the third party vendorJohnson Utilities accepted the payment that had not been received and billed the reconnection fee of $A work order was sent to restore service at Mr [redacted] residenceWhen a customer pays online the follow notice pops up and you have to click that you accept and understand the terms of the payment:The payment may take days to process PLEASE NOTE: If you have received a Disconnect Notice, your account is about to be shut off, or has been shut off for delinquency, YOU CANNOT make a payment over the Internet, a $Re-connection fee will be requiredYou can, however, make a credit card payment by speaking directly to a Johnson Utilities Representative by calling our office at 480-987-9870.Tell us why here

The Operations Manager has sent people out when they have called. When tech arrived the smell wasn’t there anymore.
There are times they attempted to call at 5:AM on the weekends. At this time the Operations Manager is sleeping. We again used the logger at their house and at the lift station

In their response Johnson Utilities states clearly that some mail is scanned the next dayThat statement alone proves that Johnson Utilities is charging late fees for payments that are not in fact lateTo regain my confidence as a compulsory customer, I require evidence Johnson Utilities can scan in every check, every day, and that they will start to do so If this is not possible I demand Johnson Utilities change their policy Johnson Utilities argues against a “sent on” date in their response based on the fact that the USPS does not track when things arriveI would like to remind Johnson Utilities that the suggestion was to use the “sent on” not the “delivered” dateThe “sent on” date is in fact clearly tracked on all envelopes and customers can count on this date being accurate because they can control itI have no choice but to be a customer of Johnson Utilities, and so I must demand they change as I have no option but to continue to be their customer

I am rejecting this response as it seems that while I've had an issue with not getting my mail from Johnson utilities for months nowAfter filling a complaint with the Revdex.com, I have miraculously been able to get other my last and current statement, of course along with a disconnect notice and threat to put a lean on my propertyI have since sent in payment but am still requesting late fees from the last billing cycles be removed from my accountIf the issue with receiving mail was on my end or the post office and nothing they could do, then how is it now after the complaint I am getting paper statements as requested I rejected the email option because as I stated on the call seemingly the companies online option has a glichance as wellI would get a mailed late notice and go to check and see if had not received an emailIt was also an issue with constantly having to change my password as it stated that my pw was wrongThis happened every monthThe company does not have an option to log in to the acct when you have paper statements as a back upIf you turn on electronic statements your paper statements disappear and vice versaPlease refund the late fees

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

When you make a payment online the first screen that pops up is: The payment may take days to process. PLEASE NOTE: If you have received a Disconnect Notice, your account is about to be shut off, or has been shut off for delinquency, YOU CANNOT make a payment over the Internet, a $Re-connection fee will be requiredYou can, however, make a credit card payment by speaking directly to a Johnson Utilities Representative by calling our office at 480-987-The second screen, where you input your information states the following: The payment may take days to processPLEASE NOTE: If you have received a Disconnect Notice, your account is about to be shut off, or has been shut off for delinquency,YOU CANNOTmake a payment over the Internet, a Reconnection fee will be requiredYou can, however, make a credit card payment by speaking directly to a Johnson Utilities Representative by calling our office at 480-987-Account Number By checking this box you accept all terms You also have to check the box to accept the terms prior to entering the payment info

A Customer Service Representative has left a message for Ms***We have reviewed the account and Ms*** has attempted to change the account into her name for many yearsWe apologize for the frustration and would like to set up the account in Ms***’s name with no deposit and
the $establishment fee will be waived.Tell us why here

The Operations Manager has sent people out when they have called. When tech arrived the smell wasn’t there anymore. There are times they attempted to call at 5:AM on the weekends. At this time the Operations Manager is sleeping. We again used the logger at their house and at the lift station

On 8/7/Ms*** contacted Johnson Utilities and stated that she was concerned about the usage at her propertyThe Johnson Utilities Customer Service Representative reviewed Ms***’s account and explained that during previous summer months the usage was similarThe Johnson Utilities’
Customer Service Representative created a work order to have a Johnson Utilities Technician visit the propertyOn 8/8/a Johnson Utilities Technician went to Ms***’s residence and verified that the read was correctThe Johnson Utilities Technician noted that the irrigation was off but when it was slightly turned on the valve was leakingMs*** stated that she was aware of the leak but the valve had been turned off for a yearIt is recommended that the customer read the meter daily to confirm the usage as well monitor the usage at the propertyIf Ms*** is concerned that the water meter is not accurate, Johnson Utilities can send the meter to a third party to have it testedIf the meter is confirmed by the third party vendor as accurate the meter test charge of $will be billed to Ms***If the meter proves to be over registering water a credit will be made to Ms***s account.Tell us why here