Johnson Utilities

On 7/10/17 Ms. [redacted] contacted Johnson Utilities Customer Service Department stating that she had low pressure. On 7/11/17 a Johnson Utilities Technician noted that pressure at Ms. [redacted] residence was 39 psi.   Johnson Utilities recently took two wells offline due to high nitrate test...

results. Turning the wells off and the higher demand due to the season made some areas that Johnson Utilities service receive lower than normal water pressure, and in some instances, no water. On 7/12/17 Johnson Utilities was able to make adjustments to a couple of zone valves in the field which increased pressure by 25 to 30 psi in some areas. With the increase of the pressure the tanks at the main yard have raised and pressure was increased an additional 10 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 7/18/17 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 2/26/16 a disconnection notice was mailed to Mr. [redacted] property stating that $88.75 was past due and due by 3/8/16 at 4:45 PM to avoid disconnection of service. On 3/9/16 payment was not received and service was disconnected for nonpayment. On 3/9/16 Mr. [redacted] contacted Johnson Utilities...

Customer Service Department inquiring on his service disconnection. The Johnson Utilities Customer Service Representatives explained that service had been disconnected for nonpayment and that the past due amount of $88.75 would need to be paid as well as a $50.00 reconnection fee to restore service. Mr. [redacted] stated that he had made a payment on 3/8/16 online. The Johnson Utilities Customer Service Representative explained that when a payment is made online it can take up to 3 days for Johnson Utilities to receive. When 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 payment. Mr. [redacted] became upset and stated he had a 3 month old in the home and that disconnecting his water service was illegal. Mr. [redacted] then stated that he would remove the lock himself. The Johnson Utilities Customer Service Representative explained that tampering with a public utility can result in a class 4 felony; Mr. [redacted] stated he would remove the lock in front of an officer and then he would sue.   On 3/11/16 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 removed. The Johnson Utilities Technician put another lock on the property. On 3/11/16 Mr. [redacted] came into the Johnson Utilities office and paid the reconnection fee of $50.00. Mr. [redacted] service was restored the same day.

On 8/13/15 water and waste water service was started for [redacted] at [redacted]. On 8/25/15 the first invoice was sent to [redacted]’service address stating that $84.26 was due on 9/15/15. On 8/31/15 [redacted]
[redacted] contacted Johnson Utilities Customer Service Department upset about thebill....

The Johnson Utilities Customer Service Representative began explainingthe bill and both [redacted] began cursing and using inappropriate language.The Johnson Utilities Representative had to end the call after being called a plethoraof name to include “f[redacted]ing Bh”. [redacted] contacted the Johnson Utilities CustomerService department again, as the bill was being explained [redacted] stated thatthere was no way he used 2,000 gallons from 8/13/15 to 8/19/15. The JohnsonUtilities Customer Service Representative stated that a work order could besent out to verify the read and check the meter[redacted] was in the backgroundyelling the entire time. A third call was made to the Johnson Utilities CustomerService Department stating that they did not want to pay an establishment fee,the Johnson Utilities Customer Service Representative explained the charge andstated that all new accounts are charged an establishment fee, [redacted] and [redacted]were not satisfied. A Johnson Utilities Supervisor contacted [redacted] and [redacted]in another effort to explain their bill and explain how water is register inthe meter, the total charge for the usage was $6.76, [redacted] did not want tolisten to what the Johnson utilities Supervisor was saying.On 9/1/15 a Johnson Utilities Technician went to theproperty and verified the read. The Johnson Utilities Technician spoke to the Lees’whom stated that they had turned off the irrigation system. The Johnson UtilitiesTechnician pointed out that the ball valve to the irrigation had not beenturned off and turned it off for them. The Johnson Utilities Technicalexplained that they should check all faucets and toilets and start taking dailyreads to monitor their use. On 9/9/15 [redacted] contacted the Johnson Utilities CustomerService Department complaining about the usage again. [redacted] stats in this complaint that they would like torequest a new meter, Johnson Utilities can test their meter. The meter will bepulled, and replaced with another meter, and the pulled meter is sent to a labfor an accuracy test. If the meter tests ok there is a $25 testing fee that isbillable to the customer. If the meter tests inaccurate there is no fee and theusage will be reevaluated. If [redacted] would like to do that he can contact theJohnson Utilities Meter Department to schedule the test.

If Johnson Utilities mail delivery is late in the day and there is a large amount of mail some of it will be entered the following day. The Billing Department does work closely with the Accounting Department to ensure that all payments received are entered prior to processing late fees and late notices. Johnson Utilities does not enter each payment in manually, rather they are imported in due to the high volume of payments. Johnson Utilities considers the payment received when it delivered, not when it is postmarked as sent.

Johnson Utilities utilizes a 3rd part billing company. Johnson Utilities does not have control of the mail at any point and did not do anything to make the mail deliver to Ms. [redacted] residence after receiving this complaint. If Johnson Utilities had a way to ensure and track each bill this problem would not have been escalated. Johnson Utilities would prefer that all customers receive their mail, it is not Johnson Utilities intent to hold or not send any customers bill. Johnson Utilities is willing to credit the last 3 months late fees as a courtesy to our customer however we need to understand that Johnson Utilities does not control the USPS. The total credit will be $3.47.

When a customer is disconnected for nonpayment Johnson Utilities has up to 24 hours to restore the service. Johnson Utilities does try to get all customers reconnected the same day. When the past due amount is paid, as well as a reconnection fee, the Johnson Utilities Customer Service...

Representatives do disclose the policy to the customer. Mr. [redacted] paid his past due as well as a reconnection fee at 8:53 AM on 6/10/16. Mr. [redacted] service was reconnected on 6/10/16 through Johnson Utilities after hours/night crew.Tell us why here...

Tell us why here...[redacted] [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

[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]

Ms. [redacted] has been disconnected 6 times for non-payment this year. All disconnections were due to payments and or payment arrangements not being made. A Johnson Utilities Supervisor has left two messages for Ms. [redacted] to review her account as well as clear up the confusion but has not heard...

back from Ms. [redacted]. Ms. [redacted]s’ invoices are mailed on or before the first of each month. Payments are always due on the 15th of the month. If payment is not received a late notice is mailed on the 16th. Johnson Utilities is required by the Arizona Corporation Commission to provide at least 10 days after the late notice is sent to disconnect service for non-payment. It is noted on Ms. [redacted]s account that bills have been returned, Johnson Utilities has the mailing address listed the same as the service address that is on this complaint. Another option for Ms. [redacted] would be to set up an e-bill account.  An e-bill account can be set up so that all bills and disconnection notices are emailed to Ms. [redacted]. While reviewing Ms. [redacted]s’ Johnson Utilities account it was noticed that the June reconnection fee was charged two times in error. A credit slip has been sent to the Johnson Utilities accounting department in order to credit the additional $50.00 charge to Ms. [redacted]s’ account, leaving the balance on the account as a credit of $49.70. If Ms. [redacted] has any further questions or concerns regarding her account she can contact Johnson Utilities and request to speak to the Customer Service Manager, Crisitne.

On 8/13/15 water and waste water service was started for [redacted] at [redacted] [redacted]. On 8/25/15 the first invoice was sent to [redacted]’service address stating that $84.26 was due on 9/15/15. On 8/31/15 [redacted] contacted Johnson Utilities Customer Service Department upset about...

thebill. The Johnson Utilities Customer Service Representative began explainingthe bill and both [redacted] began cursing and using inappropriate language.The Johnson Utilities Representative had to end the call after being called a plethoraof name to include “f[redacted]ing Bh”. [redacted] contacted the Johnson Utilities CustomerService department again, as the bill was being explained [redacted] stated thatthere was no way he used 2,000 gallons from 8/13/15 to 8/19/15. The JohnsonUtilities Customer Service Representative stated that a work order could besent out to verify the read and check the meter[redacted] was in the backgroundyelling the entire time. A third call was made to the Johnson Utilities CustomerService Department stating that they did not want to pay an establishment fee,the Johnson Utilities Customer Service Representative explained the charge andstated that all new accounts are charged an establishment fee, [redacted] and [redacted]were not satisfied. A Johnson Utilities Supervisor contacted [redacted] and [redacted]in another effort to explain their bill and explain how water is register inthe meter, the total charge for the usage was $6.76, [redacted] did not want tolisten to what the Johnson utilities Supervisor was saying.On 9/1/15 a Johnson Utilities Technician went to theproperty and verified the read. The Johnson Utilities Technician spoke to the Lees’whom stated that they had turned off the irrigation system. The Johnson UtilitiesTechnician pointed out that the ball valve to the irrigation had not beenturned off and turned it off for them. The Johnson Utilities Technicalexplained that they should check all faucets and toilets and start taking dailyreads to monitor their use. On 9/9/15 [redacted] contacted the Johnson Utilities CustomerService Department complaining about the usage again. [redacted] stats in this complaint that they would like torequest a new meter, Johnson Utilities can test their meter. The meter will bepulled, and replaced with another meter, and the pulled meter is sent to a labfor an accuracy test. If the meter tests ok there is a $25 testing fee that isbillable to the customer. If the meter tests inaccurate there is no fee and theusage will be reevaluated. If [redacted] would like to do that he can contact theJohnson Utilities Meter Department to schedule the test.

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.Johnson Utilities have corrected their threats when it comes to my mother as well as the threatened higher interest rate, but they have not mentioned anything about the debt owed not being our responsibility. That house was a rental at the time linked through [redacted] We had moved out at the end of March 2008, therefor any utilities used would have been out of our name and back in to the new renters or the property management company. I have reached out to the [redacted] and they advised for me to contact [redacted] which would be Johnson Utilities office manager and it would be her responsibility to research the rental account with [redacted] As of 6 days ago, I left Ms. [redacted] a voice mail requesting assistance. She had her rep call me this morning stating it would not be their responsibility to research and that we would still owe the money even though we did not live there. I advised [redacted] that per the [redacted] we were to speak with [redacted] only and that they advised she would be responsible to conduct the research. At that point [redacted] advised she would have [redacted] contact me and that is the last I have heard from them. Bottom Line is this house was a rental and we were not living there at the time of these accrued charges, hence why they should be dropped. 
Regards,
[redacted]

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.
Johnson Utilities has failed to address on repeated attempts, and also in this complaint, the issue of the billing date on their statements and the date of the mailing of the statements.  Until Johnson Utilities directs their third party mailing service to mail the statements on the same date of the printing, all late fees for all customers should be returned.  Because if the staements are mailed a week late, then the late fees should be extended a week as well.  And, of course, Johnson Utilities is not do that.  And for the record, Johnson Utilities has in the past REFUSED to waive late fees for me. 
Regards,
[redacted]

March 19, 2015 Johnson Utilities left a notice at the property for the customer to contact the office and start services and also mailed out a letter on March 24, 2015. Ms. [redacted] did not contact the officeso a second letter on April 1, 2015 and third letter was sent out on April...

9, 2015 requesting customer response by April 24, 2015 or services would be disconnected. Ms. [redacted] called the office on April 24 2015 to start services effective the next business day, April 27, 2015, as a courtesy we billed the deposit and the establishment fee on her first bill.Ms. [redacted]’ first bill was mailed on May 25, 2015 with a due date of June 15, 2015. Payment was not received, a disconnection notice sent on June 17, 2015 (A late fee had been charged) and the notice stated that services for this property would be disconnected if payment is not received by 4:45PM on June 30, 2015. Johnson Utilities also sent out a courtesy call on  June 25, 2015 at 9AM regarding the delinquency. Johnson Utilities reviewed all phone calls and there was not a call from Ms. [redacted] to Johnson Utilities to set up payment arrangements. Ms. [redacted]’ service was disconnected on July 8, 2015 for non-payment. Ms. [redacted] paid the past due amount of $152.49 and a $50.00 reconnection fee to restore service. The Johnson Utilities Customer Service Representative explained that services will be reinstated within 24hrs of payment. Ms. [redacted] called the Johnson Utilities after hour line at 6:18 P.M. and asked what time would her services be back on (afterhours explained they stop reconnecting at midnight) Traci asked if she was on the list to have her services on before midnight, she was advised not able to see if her address was on the list to have services reinstated as they are only the emergency/after hours service. Sewer was unplugged on July 9, 2015 at 8:35AM

The only account that was found for a last name [redacted] and anaddress on [redacted] during 2007 or 2008 was listed under[redacted] at[redacted]. Assuming that information is correct, the account was opened on12/4/2007 and closed on 5/19/2008. On 4/18/2008 no payments had...

been receivedand the account was disconnected for nonpayment. On 4/18/2008 the customercontacted Johnson Utilities and paid the past due amount of $288.02 and areconnection fee of $50.00 was billed to the account. This was the only paymentmade to the account. Collection letters were mailed monthly from JohnsonUtilities to the [redacted]’ service address, as there was no forwarding address onthe account, from July 2008 until June 2009.  On 2/25/2009 [redacted] contacted Johnson Utilities inquiringon a collection letter, the Johnson Utilities Representative explained theremaining balance and that only one payment had been made to the account, [redacted] requested to speak to a Supervisor. A Johnson Utilities CollectionSupervisor contacted [redacted] and attempted to explain the final bill but **.[redacted] became very upset and began cursing. The Johnson Utilities CollectionsSupervisor offered to send a complete billing history to [redacted] however Mr.[redacted] did not want the billing history and stated that he would not pay thebalance and that his account better not go to an outside collection companythus ruining his credit and hung up. The Johnson Utilities CollectionSupervisor sent the billing history to Mr. [redacted]s’ forwarding address, whichwas provided during the call. On 6/19/2009 the Johnson Utilities Collections Departmentsent the balance on Mr. and Mrs. [redacted]s account of $221.00 to an outsidecollection agency. On 10/8/14 the Johnson Utilities Collection Departmentcontacted NIC (the Johnson Utilities outside Collection Company) and inquiredon the claim that threats were being made to the Mother in Law. The NICSupervisor stated that during a collection call to the [redacted]s’ it was mentionedthat the balance was not paid further action would be taken, [redacted] askedwhat further action could be taken and the Collector stated that a lien couldbe placed on the residence, judgment’s ect… [redacted] stated that his Mother inLaw owned the property. Another family member cannot be charged for Mr. andMrs. [redacted]s debt to Johnson Utilities. Also when talking about the other feesthe collections interest fee is 1.5% of the bill.

This response is inaccurate. Ohio (a man who is in charge of sewage) gave my husband Lance his phone number and told us to call him every time our house smelled and he would come over to observe and see what we have been talking about. We have called on multiple occasions only to be ignored....

Whatever this standard is that you say is acceptable on your logger is crazy. Nobody in the whole neighborhood can even be outside when the smell gets to be at it's worst. With the reputation Johnson Utilities has for their negligent business practices how can we be sure that these so called "loggers" even work properly or that the readings weren't a lie??  Johnson Utilities has multiple complaints against them with the smell around San Tan Valley and it is high time you step up and have some integrity. What exactly does it mean when you "dump force mains into the gravity line?"  Because you must do this every single night, because as all of our neighbors can attest their is a foul, horrific odor every night. The night of Halloween all the people that came to our neighborhood commented on the rank sewage smell. Something must be done and if you as a company can't stand behind good business practices and have integrity you will be hearing from our attorney.

Horrible customer service. Had to deal with a snotty girl today who thought she knew what I was going to say before I even spoke. I had to pay $90 by [redacted]. My fault I forgot. However I remembered this morning. ([redacted]) I called in this morning to pay my $90 and they refused to take it. They wanted a $50 reconnection fee even though my water was not shut off. She guaranteed that my water was shut off. She was clearly wrong. So I had to pay my $90 and $50 reconnection fee. About 3 hours and 20 minutes later my water was then shut off. I've left several messages for a supervisor. Of course I still haven't heard back, and my water is still off.

Mrs. [redacted] called in on 10/13/15 and spoke to the Johnson
Utilities Customer Service Manager regarding her account. Mrs. [redacted] stated that
she is not getting her bills. The Customer Service Manager informed Mrs. Gary
that is shows that we are getting return mail for her and that she would need
to...

contact the post office and figure out why they are not delivering her mail
to her. The Customer Service Manager offered Mrs. [redacted] the Ebill option which
her bills would be delivered through an email process. Mrs. [redacted] refused and
stated she had already tried that and had problems with that as well. The
Customer Service Manager then explained that Mrs. [redacted]s is responsible for
making sure her bills our paid on time and advised her that her bills our
created on the 5th of each month and due by the 25th of
each month. Mrs. [redacted] decided to end the call with the Customer Service Manager
abruptly.

My husband and I always half our Johnson Utilities bill (because it's so expensive) every month. He pays half and I pay half. He writes a check, I write a check and we put the checks in the envelope and drop in the night drop slot at Johnson Utilities. Well, we then get a disconnect notice saying they only got partial payment! As it turns out, they lost one of the checks and only processed one. So who is opening these envelopes and not looking at them carefully?! Why are they so careless?! I do not like Johnson Utilities customer service! They bascially said "it's your problem"! So now my check is out there floating around somewhere! I think I'm going to use[redacted] online banking from now on. Johnson Utilities are the worst business I've ever dealt with! Beware!!

Johnson Utilities has billed me for 5,000 gallons for several months. I live by myself and don't have a pool. I don't take a shower 3 times a day for 30 minutes and there are no sprinklers. Johnson Utilities ignored my letter in which I told them that it is simply impossible for a single person to use 5,000 gallons every 30 days. I also disputed their bills which don't reflect actual meter readings but reading which according to them are "rounded up". Their bills are supposed to be legal documents and this is close to forgery. They would not give me a reason why they would show "readings" which are rounded up to the next 1,000 gallons. The only explanation "This is how we do it." The meter shows even 10 gallons or a single gallon. Other water companies show the exact reading of the water meter on the reading date.
I feel that they figured out how to cheat customers and take advantage of the lack of competition.

Johnson utilities has the WORST customer service than any other business I have come accross. As soon as the reps answer the phone you can tell that they are unhappy and miserable people who wish to make you just as miserable and unhappy as they are. I called just to ask a question about my bill....I spoke to three different people and they were all rude and unable to answer my questions. If I had a choice to change water companies I would do it in a heartbeat. Unfortunately I don't have the ability until I move cities. There are so many more unhappy customers on social media. When is it enough to bring a company down? When does the consumer win?