Johnson Utilities

We have contacted Mrs*** and will cutting a check for the refund requested

On 1/16/Mr*** contacted Johnson Utilities Customer Service Department stating that he wanted to cancel his ebill (a service that emails bills and a login is required to view the PDF online)Mr*** stated that he was having trouble with the log in each monthThe Johnson Utilities
Customer Service Representative canceled the service so Mr*** could receive paper bills in the mailThe Johnson Utilities Customer Service Representative also informed Mr*** that $was the current balance and that it was due by 1/25/On 1/23/a check payment was received for $The payment was on time and no late fees were chargedThe last late fees that were charged to Mr***s’ account was in Johnson Utilities has upgraded the phone system; there is now an option to receive a call back while keeping your place in the queThis feature is helpful if you do not have time to wait on-holdThe current customer porthole for viewing bills does require changing the password very frequently; Johnson Utilities is unable to change thatJohnson Utilities is looking into other customer porthole options at this time

[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,
Delma [redacted]

Johnson Utilities receives mail from the [redacted] daily. All mail received is entered into the system the same day or the following morning. Johnson Utilities does not manually enter checks into the system, the checks are scanned and imported. When a customer pays through their personal bank account...

(bank bill pay) the customers bank will take the payment from the customers account right away and then cuts a check and the check is mailed to Johnson Utilities office, typically they come from back east. The bank will also provide the customer with a date of when they expect the [redacted] will deliver the mail to Johnson Utilities. The [redacted] is not a trackable delivery service so the banks ETA is not always accurate. Johnson Utilities advises its customers that a bank bill pay can take up t 14 days to receive. Johnson Utilities has many payment options, pay by phone, pay online (this can take up to 3 days to receive due to the third party vendor), through the drop box, in the lobby, personal checked mailed via [redacted] and ACH (automatic withdraw from the customers account on the due date). The best way to pay to avoid late fees is ACH. There is no charge for any of the payment methods listed.

TO: Revdex.com Staff Fax 602-798-8279 888 1010 E. Missouri Ave. Phoenix, AZ 85014.  RE: Jessica [redacted]         Johnson Utilities processes hundreds of checks a day,for example yesterday we processed over 1,500...

checks. Johnson Utilities Accounting Department does not go through all the checks individually. All checks that are received are ran through a scanner and sent to the bank. When a check is returned Johnson Utilities is charged a fee,therefor Johnson Utilities passes on the charge to the customer. The charge is $15.

On 1/23/17 [redacted] contacted Johnson Utilities to inquire on a collection letter. The Johnson Utilities Customer Service Department explained that it was the final bill for her account that had not been paid. The Johnson Utilities Customer Service Representative stated that the account was...

closed on 10/7/16 due to a new customer opening the account on that date. [redacted] stated that she had closed it sooner; however there is no record of [redacted] closing the account. On 2/7/17 a check payment as well as a letter was received by Johnson Utilities. The Johnson Utilities Accounting Department called [redacted] and explained that the account had been sent to an outside collections company and that she would need to pay the final bill through them. [redacted] asked that the Johnson Utilities Accounting Department shred the check. On 2/8/2017 the Johnson Utilities Collections Department contacted the outside collections company and was told that [redacted] had not paid. They did state that they do not report to the credit agencies until the debt has been with them for 60 days. [redacted] still has 30 days to pay the outside collection agency before it will go on her credit.

The usage at Ms. [redacted] residence is consistent with previous years. The CAGRD fee however was increased this year from $2.57 per 1000 gallons of usage to $4.19 per 1000 gallons of usage. This will affect the monthly bill. The CAGRD fee should go back down for 2018. On 7/11/17 a Johnson Utilities...

Technician did check the pressure at the property and it was 22 psi, the legal limit for Johnson Utilities to provide is 20 psi. If Ms. [redacted] would like a Johnson Utilities Technician could meet her at the property to further discuss the pressure. She would need to either email ([email protected]) or call the office.Tell us why here...

Tell us why here...[redacted] [redacted]
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[redacted] [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

past due amount of $80.12 was paid on 3/9, the payment that was in the mail was received and applied on 3/10 for $80.12.. that amount was credited towards the next bill that was due on 3/25 for $87.05 leaving the $6 balance on the account. If payment is not received when the disconnection notices states, service is disconnected for nonpayment and all fees apply.

Johnson Utilities claims that they receive thousands of checks per day and they don't look through them all. If they are not looking at the checks and connecting them to the account to which they are being applied how do they know which accounts to apply the payments to? I received a bill that indicated I have a $0.66 credit the other day and today I received a notice that my service will be shut off if I don't pay my bill. So is it safe to assume their accounting department actually has no idea where to apply payments?

Johnson Utilities runs all checks through a scanner and a file is created and imported to the billing software, they are not entered by hand or sorted by hand. On [redacted]/17 a statement was mailed stating that the account balance was -$.66. On [redacted]/17 a notification from the bank was received stating that a check payment had been rejected (NSF) for $44.39. On [redacted]/17 a notice of disconnection was mailed with the updated balance of $43.73.

Johnson Utilities tests its water per ADEQ standards and is in complaince with the State of Arizona. Johnson Utilities rates are provide to them by the [redacted]. We are unsure what the desired settlement amount of $6 is for.

Johnson Utilities upgraded the phone system in January 2017. With the upgrade Johnson Utilities can have up to 100 calls in the queue. There 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 7 days a week, 24 hours a dayIn the lobby, M-F 8am to 4:45 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.

It appears that most payments made by Mr. [redacted] are made online. Johnson Utilities utilizes a third part payment processor and payments can take up to 3 days to receive. This is not only in big red letters when you click on the payment portal but there is a pop up window that has to be clicked...

explaining that you understand the delay. Mr. Carters payments are due on the 25th of each month, if payment is not received by the 26th of each month the account is considered past due and is subject to a late fee. Mr. [redacted] also stats that he has had a bad customer service experience and is listing November of 2015 as a problem date. In reviewing the notes on Mr. Carters account it was noted that Mr. [redacted] was disconnected for non-payment and was required to pay a reconnection fee to have service restored. Mr. [redacted] further requests that an outside source verify that guild lines are followed regarding the water quality. Johnson Utilities is overseen by ADEQ; tests are run on the water quality monthly, quarterly and annually by a third party and reported to ADEQ. Johnson Utilities is in compliance with all ADEQ standards. The annual water quality report has recently been published on the Johnson Utilities website.

On 1/17/17 a disconnection notice was mailed stating that $116.13 was past due and due to avoid disconnection for nonpayment. On 2/8/17 payment was not received and service was disconnected. After service was disconnected a call was received stating that payment should have been taken out and that a payment was made by a credit card. Neither payment had been received by Johnson Utilities until disconnection was made.

The high nitrate warning that was sent to the media and posted on Johnson Utilities website on 6/28 and then lifted on 6/30 was not for the subdivision Mr. [redacted] residence is at.

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

if full amount was paid on 3/9/16 plus reconnect fee and full amount was recieved on 3/10/16 how was bill $6.95?  Reconnect fee already charged why add additional fees? If payment has been made and proof can be submitted then why can't they wait one day before forcing someone to pay a reconnect fee? Customers are forced to utilize this company and then be abuses by its lack of customer service.

On 6/25/17 a bill was sent to Mr. [redacted] residence stating that $182.99 was due on 7/15/17. On 7/18/17 a payment was not received and a late notice was mailed to Mr. [redacted] property stating that $182.99 was past due and would need to be paid by 8/1/17 to avoid service interruption. On 8/2/17 payment...

had not been received and service was disconnected for nonpayment. Mr. [redacted] contacted Johnson Utilities and stated that a payment had been made online. Johnson Utilities was able to view the payment however the payment had not yet been received by the third party vendor. Johnson Utilities accepted the payment that had not been received and billed the reconnection fee of $50.00. A work order was sent to restore service at Mr. [redacted] residence. When 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 3 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 $50.00 Re-connection fee will be required. You 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 statement of the company is false.  The disconnect notice does not state in which method a payment is too be made. The 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 $183.00 (USD)Trashx[redacted]
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