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lehigh county authority Reviews (3)

October 26, 2016Dear *** ***,This will acknowledge your letter dated October 18, Our records indicate that this Lehigh County Authority (LCA) account; ***, indicates an outstanding balance of $2,to date, which is marked due for payment October 26, 2016, the date of this response
This balance includes; fines, fees and penalties for non-payment and for other activity in violation of LCA Rules and Regulations for Water ServiceOur customer on record, is listed as *** ***.Our records further indicate that in early October, we needed to conduct an after-hours visit to the property in question, because after our water shut-off for non-payment, the water was turned back on without the consent of LCAThis action resulted in a fineThe water meter was not removed, but our services were terminated multiple times for both non-payment and illegal operation of our water stop.Our Allentown Manager, Wendy S*** is still willing to speak with the complainant in an effort to get the outstanding bill paid and the matter resolvedIf you should have any other questions, please do not hesitate to contact me directly at telephone ###-###-#### Ext***,Sincerely,Richard SDirector, Customer Service

March 31, 2014
Dear **. [redacted],I am writing in response to your March 27, 2014 letter referencing compliant ID [redacted]. I hope this response will provide clarification of the situation described in the complaint and also clarify the policy of Lehigh County Authority (LCA) that...

applies in this situation. Should you need any additional information, I encourage you to contact me.Here is a timeline of events related to the customer situation described in the complaint:January 15, 2014    LCA Water & Sewer Bill IssuedFebruary 10, 2014    Bill Due Date (no payment received)February 14, 2014    LCA “Past Due Notice” IssuedMarch 2, 2014    “Past Due Notice” Due Date (no payment received)March 3, 2014    LCA “Warning Letter” Issued For March 2014 Water Shutoff DatesMarch 11,2014    Automated Phone Call Issued With Notice of Water ShutoffMarch 17,2014    2nd Automated Phone Call Issued With Final Notice of Water ShutoffMarch 25,2014    LCA Water ShutoffOn March 25, 2014, LCA’s field technicians visited the property in question and were unable to shut the water off due to excess water and debris located inside the valve box. A vacuum device was used to remove the material from the valve box. This is standard practice among water utilities when water and debris must be removed from small enclosed spaces such as this. Upon completion of the vacuum procedure, the valve box at this location filled up with water, indicating a leak was present. Water service was immediately turned off to prevent further loss of water. A maintenance supervisor was called to the property to verify the leak, and the leak was determined to be on the customer’s portion of the service line (running from the valve box into the home).In this situation, there is no evidence of negligence on the part of LCA’s employees, nor is it clear when the leak actually occurred. It was discovered at the time of the vacuum procedure, although the procedure itself is not indicated as the cause of the leak.LCA’s Rules and Regulations for Water Service (available online at www.lehighcountvauthoritv.org') specify that the water service line running from the valve box into the property is the customer’s responsibility to maintain and repair. This is also the policy of the City of [redacted], which owns the water system. The customer’s service line should be maintained to a standard such that it can withstand normal water system operation, including the opening or closing of valves or the vacuum procedure LCA undertook at this property on March 25, 2014. Failure of the service line under such normal operational procedures indicates that the service line is in poor condition and needs to be repaired or replaced.The customer was advised of LCA’s position in this regard, and that the service line would need to be repaired prior to having water service reinstated, to prevent additional water loss or property damage. In addition, the unpaid balance on the water and sewer bill must be paid in full before LCA can reinstate service to this property.LCA certainly regrets that the customer is faced with a costly repair in addition to addressing the water and sewer bill delinquency. We understand that such home repair expenses are often not anticipated and can produce significant stress on a household’s budget. We recommend the customer contact their homeowner’s insurance carrier to determine if any coverage is available to assist with the repair, or contact other local/state agencies to determine what other forms of financial assistance may be available.If you have any questions about the information in this letter, please do not hesitate to contact me. If there is anything LCA can do that falls within our Rules and Regulations for service that may be useful to the customer in resolving this situation, please let me know.Sincerely,
?

Review: Hello on 25 march 2014 the water company "Lehigh Valley Authority" came to my property without notice to shut my water services off to which I can understand to a certain level because due to my current financial situation I fall behind on payments however, whenever they arrived to shut the water off the workers broke the pipe that runs the water into my house.I wasn't aware of the situation until around 3:00 pm when I went to use some water to cook a meal for my grandkids that I realized that the water services had been shut off I reached the phone to contact the lehigh county authority office to ensure that in fact they had shut the water off to what they confirmed it was in fact the situation, so I called my son to take me to the office personally so that I can make the payment and fees they've told me I had to pay in order to get my service back on right away. But once I got to the office they informed me that they can't turn my water service on because their workers had broken my pipe and that I have to contract a plumber to get it fix at my own expense so I asked why do I need to fix a problem that they caused and [redacted] who happens to be the customer care manager reply saying that if I would have made my payments that wouldn't have happened which I find very disrespecful I told her that the payment was going to be made regardless but that they need to fix the problem they caused and she said unfortunally that's your problem and that I needed to get it fix in a timely matter so im here reaching out so that they can assume responsability for what they've done I shouldn't have to pay for what they did for not been carefull for the record I am not the only person who has been a victim of this company just a few months ago they did the exact same thing to my neighbor they broke his pipe when shutting his water service off he is willing to give testimony if needed to stop this company from abusing their customerDesired Settlement: all I am asking for it's for them to take responsability and fix the problem I do not have the means to afford this type of repairs and I did not cause a broken pipe due to lack of payment they shoud be more careful when performimg their job,

Business

Response:

March 31, 2014Dear **. [redacted],I am writing in response to your March 27, 2014 letter referencing compliant ID [redacted]. I hope this response will provide clarification of the situation described in the complaint and also clarify the policy of Lehigh County Authority (LCA) that applies in this situation. Should you need any additional information, I encourage you to contact me.Here is a timeline of events related to the customer situation described in the complaint:January 15, 2014 LCA Water & Sewer Bill IssuedFebruary 10, 2014 Bill Due Date (no payment received)February 14, 2014 LCA “Past Due Notice” IssuedMarch 2, 2014 “Past Due Notice” Due Date (no payment received)March 3, 2014 LCA “Warning Letter” Issued For March 2014 Water Shutoff DatesMarch 11,2014 Automated Phone Call Issued With Notice of Water ShutoffMarch 17,2014 2nd Automated Phone Call Issued With Final Notice of Water ShutoffMarch 25,2014 LCA Water ShutoffOn March 25, 2014, LCA’s field technicians visited the property in question and were unable to shut the water off due to excess water and debris located inside the valve box. A vacuum device was used to remove the material from the valve box. This is standard practice among water utilities when water and debris must be removed from small enclosed spaces such as this. Upon completion of the vacuum procedure, the valve box at this location filled up with water, indicating a leak was present. Water service was immediately turned off to prevent further loss of water. A maintenance supervisor was called to the property to verify the leak, and the leak was determined to be on the customer’s portion of the service line (running from the valve box into the home).In this situation, there is no evidence of negligence on the part of LCA’s employees, nor is it clear when the leak actually occurred. It was discovered at the time of the vacuum procedure, although the procedure itself is not indicated as the cause of the leak.LCA’s Rules and Regulations for Water Service (available online at www.lehighcountvauthoritv.org') specify that the water service line running from the valve box into the property is the customer’s responsibility to maintain and repair. This is also the policy of the City of [redacted], which owns the water system. The customer’s service line should be maintained to a standard such that it can withstand normal water system operation, including the opening or closing of valves or the vacuum procedure LCA undertook at this property on March 25, 2014. Failure of the service line under such normal operational procedures indicates that the service line is in poor condition and needs to be repaired or replaced.The customer was advised of LCA’s position in this regard, and that the service line would need to be repaired prior to having water service reinstated, to prevent additional water loss or property damage. In addition, the unpaid balance on the water and sewer bill must be paid in full before LCA can reinstate service to this property.LCA certainly regrets that the customer is faced with a costly repair in addition to addressing the water and sewer bill delinquency. We understand that such home repair expenses are often not anticipated and can produce significant stress on a household’s budget. We recommend the customer contact their homeowner’s insurance carrier to determine if any coverage is available to assist with the repair, or contact other local/state agencies to determine what other forms of financial assistance may be available.If you have any questions about the information in this letter, please do not hesitate to contact me. If there is anything LCA can do that falls within our Rules and Regulations for service that may be useful to the customer in resolving this situation, please let me know.Sincerely,?

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Description: Water Companies - Utility

Address: 1300 Martin Luther King Jr Dr, Allentown, Pennsylvania, United States, 18102-4605

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