Mr Sparks, I spoke with Mrs [redacted] several weeks ago After investigating her claim, KC Water significantly adjusted the water charged to the **’s account I called **s’ and left a message with the details about how we were adjusting the account on 08/25/but have not heard back from them Because we gave them what they requested, I am considering this issue closedContact me with questions [redacted] Customer Service Operations ManagerKC Water
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: I am rejecting this response because I receive a letter stating a credit is given However, following that notice I received a letter threaten to of shutting off the water with the original amount includedWe just came back in town from a trip and found a phone message with a call back number We plan to call the business tomorrow This issue is remain unsolved Regards, [redacted] **
Mr**,Let me add clarity to some of your points KC Water credited your account at [redacted] by $($went to bad debt you had on the account from and the remaining $was applied to your current outstanding balance) KC Water credited your account by units because we moved a tenant out prior to their actual move out date and another units were credited from because we moved a tenant out on an estimated read and back billed you once we repaired the meter Normally, we do not give adjustments based on move in/move out date disputes as we consider that to be between the tenant and the landlord These credits were done as an exception because of the circumstances surrounding each of your issues.In addition, I recently removed all penalties and late fees for totaling $That is a total of $credited to your account.As far as turning off the water at the property, KC Water does not turn off water when account holders, in this case your tenant, move off an account We will perform turn offs at the property owners request, for a fee, but I do not see where you contacted KC Water to have the water shut off on the dates referencedWe did receive an email on August 03, concerning your dispute of the units of water Attached to that email were two letters, one dated May and the other dated July The request to have the water shut off was in the July 14, letter The units in question were used between May to June 07, Do you still want the water shut off at [redacted] ? If so, there will be a $fee to shut off the water and a $fee to have it restored Please be aware you will still be charged monthly service charges even if you elect to have the water shut off.In closing, KC Water has adjusted your account by units of water totaling $and removed penalties and late fees totaling $Twenty units of the water we adjusted were from and not even in your original complaint I think we have been more than reasonable in addressing your concerns and we consider this matter closed[redacted] Customer Service Operations ManagerKC WATERE63rd St.Kansas City, MO
MrSparks, As per Ms*** complaint, KC Water did investigate the sewer backup claim for their premise at E 107th Terr on Aug 10. She may not have noticed the test because we check the flow of waste water between manholes that would impact her house. According
to our system, the test was completed at 4:15pm which coincides with the timeline in Ms Kayla’s complaint that they dropped off the results to her at approximately 4:30pm. Harry Ingles, a project coordinator, contacted Ms *** on Friday, Oct and explained the procedure for testing sewer backups. I’m not sure she was satisfied with the answer but we did follow procedure. *** ***Customer Service Operations ManagerKC Water
Mr***, I spoke with *** *** on 05/2017. I explained that property owners in Kansas City are always listed as default account holders when a property does not have a tenant. She thought we should do more to inform property owners that they will be responsible for
monthly service charges when the property is vacant. KC Water agreed to remove penalties and late fees and I sent Ms *** previous statements on the account at Cleveland and allowed her months to pay off the bad debt at that property. It is my understanding this issue is resolved. *** ***Acting Customer Service OfficerKC Water
MrSparks, KC Water experienced an issue with our payment vendor for a very short window of time on the evening of November which caused customers who paid with a Visa card during that time to get an additional hold on their credit card account for the same amount as the
payment. We identified the issue and worked with our payment vendor to remove the “pending” charge but the hold was not lifted until December 05. I checked our system notes and on December a Customer Service Rep contacted Ms Rucks-Daniels and confirmed the issue was resolved. *** ***Acting Customer Service OfficerKC Water
Mr Sparks, I spoke with Mrs. ** several weeks ago. After investigating her claim, KC Water significantly adjusted the water charged to the **’s account. I called **s’ and left a message with the details about how we were adjusting the account on 08/25/2017 but have not heard back...
from them. Because we gave them what they requested, I am considering this issue closed. Contact me with questions. [redacted]Customer Service Operations ManagerKC Water
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: 12310925
I am rejecting this response because I receive a letter stating a credit is given. However, following that notice I received a letter threaten to of shutting off the water with the original amount included. We just came back in town from a trip and found a phone message with a call back number. We plan to call the business tomorrow. This issue is remain unsolved.
Regards,
[redacted]
KC Water applied a $439.30 courtesy leak adjustment, in accordance with our adjustment policy, on Oct. 31. However, Ms. [redacted] is also asking to stop being billed and that is not possible unless she disconnects her service line from the water main. We charge a monthly service charge on...
all accounts whether you are using water or not.UPDATE:I talked to [redacted] today and explained the credit adjustment of $439.30 and the reason we have to continue billing service charges even though the water is off. I informed her that if she wanted to eliminate the monthly service charges, she would have to disconnect her service line from the water main. She did not want to take that step at this time. John ClarksonActing Customer Service OfficerKC Water
[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 12461552, and find that this resolution is satisfactory to me.
Regards,
[redacted]
Mr. **,Let me add clarity to some of your points. KC Water credited your account at [redacted] by $437.71 ($149.02 went to bad debt you had on the account from 2015 and the remaining $288.69 was applied to your current outstanding balance). KC Water credited your account by 50 units because we moved a tenant out prior to their actual move out date and another 20 units were credited from 2015 because we moved a tenant out on an estimated read and back billed you once we repaired the meter. Normally, we do not give adjustments based on move in/move out date disputes as we consider that to be between the tenant and the landlord. These credits were done as an exception because of the circumstances surrounding each of your issues.In addition, I recently removed all penalties and late fees for 2017 totaling $35.32. That is a total of $473.03 credited to your account.As far as turning off the water at the property, KC Water does not turn off water when account holders, in this case your tenant, move off an account. We will perform turn offs at the property owners request, for a fee, but I do not see where you contacted KC Water to have the water shut off on the dates referenced. We did receive an email on August 03, 2017 concerning your dispute of the 50 units of water. Attached to that email were two letters, one dated May 23 and the other dated July 14. The request to have the water shut off was in the July 14, 2017 letter. The 24 units in question were used between May 08 to June 07, 2017. Do you still want the water shut off at [redacted]? If so, there will be a $58 fee to shut off the water and a $58 fee to have it restored. Please be aware you will still be charged monthly service charges even if you elect to have the water shut off.In closing, KC Water has adjusted your account by 74 units of water totaling $437.71 and removed penalties and late fees totaling $35.32. Twenty units of the water we adjusted were from 2015 and not even in your original complaint. I think we have been more than reasonable in addressing your concerns and we consider this matter closed.[redacted]Customer Service Operations ManagerKC WATER4800 E. 63rd St.Kansas City, MO 64130
Mr Sparks, I spoke with Mrs [redacted] several weeks ago After investigating her claim, KC Water significantly adjusted the water charged to the **’s account I called **s’ and left a message with the details about how we were adjusting the account on 08/25/but have not heard back from them Because we gave them what they requested, I am considering this issue closedContact me with questions [redacted] Customer Service Operations ManagerKC Water
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: I am rejecting this response because I receive a letter stating a credit is given However, following that notice I received a letter threaten to of shutting off the water with the original amount includedWe just came back in town from a trip and found a phone message with a call back number We plan to call the business tomorrow This issue is remain unsolved Regards, [redacted] **
Mr**,Let me add clarity to some of your points KC Water credited your account at [redacted] by $($went to bad debt you had on the account from and the remaining $was applied to your current outstanding balance) KC Water credited your account by units because we moved a tenant out prior to their actual move out date and another units were credited from because we moved a tenant out on an estimated read and back billed you once we repaired the meter Normally, we do not give adjustments based on move in/move out date disputes as we consider that to be between the tenant and the landlord These credits were done as an exception because of the circumstances surrounding each of your issues.In addition, I recently removed all penalties and late fees for totaling $That is a total of $credited to your account.As far as turning off the water at the property, KC Water does not turn off water when account holders, in this case your tenant, move off an account We will perform turn offs at the property owners request, for a fee, but I do not see where you contacted KC Water to have the water shut off on the dates referencedWe did receive an email on August 03, concerning your dispute of the units of water Attached to that email were two letters, one dated May and the other dated July The request to have the water shut off was in the July 14, letter The units in question were used between May to June 07, Do you still want the water shut off at [redacted] ? If so, there will be a $fee to shut off the water and a $fee to have it restored Please be aware you will still be charged monthly service charges even if you elect to have the water shut off.In closing, KC Water has adjusted your account by units of water totaling $and removed penalties and late fees totaling $Twenty units of the water we adjusted were from and not even in your original complaint I think we have been more than reasonable in addressing your concerns and we consider this matter closed[redacted] Customer Service Operations ManagerKC WATERE63rd St.Kansas City, MO
MrSparks, As per Ms*** complaint, KC Water did investigate the sewer backup claim for their premise at E 107th Terr on Aug 10. She may not have noticed the test because we check the flow of waste water between manholes that would impact her house. According
to our system, the test was completed at 4:15pm which coincides with the timeline in Ms Kayla’s complaint that they dropped off the results to her at approximately 4:30pm. Harry Ingles, a project coordinator, contacted Ms *** on Friday, Oct and explained the procedure for testing sewer backups. I’m not sure she was satisfied with the answer but we did follow procedure. *** ***Customer Service Operations ManagerKC Water
Mr***, I spoke with *** *** on 05/2017. I explained that property owners in Kansas City are always listed as default account holders when a property does not have a tenant. She thought we should do more to inform property owners that they will be responsible for
monthly service charges when the property is vacant. KC Water agreed to remove penalties and late fees and I sent Ms *** previous statements on the account at Cleveland and allowed her months to pay off the bad debt at that property. It is my understanding this issue is resolved. *** ***Acting Customer Service OfficerKC Water
MrSparks, KC Water experienced an issue with our payment vendor for a very short window of time on the evening of November which caused customers who paid with a Visa card during that time to get an additional hold on their credit card account for the same amount as the
payment. We identified the issue and worked with our payment vendor to remove the “pending” charge but the hold was not lifted until December 05. I checked our system notes and on December a Customer Service Rep contacted Ms Rucks-Daniels and confirmed the issue was resolved. *** ***Acting Customer Service OfficerKC Water
Mr Sparks, I spoke with Mrs. ** several weeks ago. After investigating her claim, KC Water significantly adjusted the water charged to the **’s account. I called **s’ and left a message with the details about how we were adjusting the account on 08/25/2017 but have not heard back...
from them. Because we gave them what they requested, I am considering this issue closed. Contact me with questions. [redacted]Customer Service Operations ManagerKC Water
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: 12310925
I am rejecting this response because I receive a letter stating a credit is given. However, following that notice I received a letter threaten to of shutting off the water with the original amount included. We just came back in town from a trip and found a phone message with a call back number. We plan to call the business tomorrow. This issue is remain unsolved.
Regards,
[redacted]
KC Water applied a $439.30 courtesy leak adjustment, in accordance with our adjustment policy, on Oct. 31. However, Ms. [redacted] is also asking to stop being billed and that is not possible unless she disconnects her service line from the water main. We charge a monthly service charge on...
all accounts whether you are using water or not.UPDATE:I talked to [redacted] today and explained the credit adjustment of $439.30 and the reason we have to continue billing service charges even though the water is off. I informed her that if she wanted to eliminate the monthly service charges, she would have to disconnect her service line from the water main. She did not want to take that step at this time. John ClarksonActing Customer Service OfficerKC Water
[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 12461552, and find that this resolution is satisfactory to me.
Regards,
[redacted]
Mr. **,Let me add clarity to some of your points. KC Water credited your account at [redacted] by $437.71 ($149.02 went to bad debt you had on the account from 2015 and the remaining $288.69 was applied to your current outstanding balance). KC Water credited your account by 50 units because we moved a tenant out prior to their actual move out date and another 20 units were credited from 2015 because we moved a tenant out on an estimated read and back billed you once we repaired the meter. Normally, we do not give adjustments based on move in/move out date disputes as we consider that to be between the tenant and the landlord. These credits were done as an exception because of the circumstances surrounding each of your issues.In addition, I recently removed all penalties and late fees for 2017 totaling $35.32. That is a total of $473.03 credited to your account.As far as turning off the water at the property, KC Water does not turn off water when account holders, in this case your tenant, move off an account. We will perform turn offs at the property owners request, for a fee, but I do not see where you contacted KC Water to have the water shut off on the dates referenced. We did receive an email on August 03, 2017 concerning your dispute of the 50 units of water. Attached to that email were two letters, one dated May 23 and the other dated July 14. The request to have the water shut off was in the July 14, 2017 letter. The 24 units in question were used between May 08 to June 07, 2017. Do you still want the water shut off at [redacted]? If so, there will be a $58 fee to shut off the water and a $58 fee to have it restored. Please be aware you will still be charged monthly service charges even if you elect to have the water shut off.In closing, KC Water has adjusted your account by 74 units of water totaling $437.71 and removed penalties and late fees totaling $35.32. Twenty units of the water we adjusted were from 2015 and not even in your original complaint. I think we have been more than reasonable in addressing your concerns and we consider this matter closed.[redacted]Customer Service Operations ManagerKC WATER4800 E. 63rd St.Kansas City, MO 64130