Loudoun County Sanitation Authority

Hello Revdex.com, I am writing in response to ID # [redacted] The complaint is regarding service disruption due to non payment and general customer serviceFor background, this customer had an overdue balance of $on her accountSeveral of our staff communicated with her regarding the delinquent account and arranged payment terms in order to avoid a service disruptionThe terms were not met and service was disconnectedLoudoun Water takes pride in excellent customer service and makes every effort to communicate with our customers regarding past due balances both in writing and with phone callsWe understand that communication is essential and have recently introduced a new customer service portal that allows our customers to monitor their account 24/and pay their bills onlineWe also offer a customer service email that is monitored and responded to daily along with our phone number that is widely published on our websiteLoudoun Water customers can call ###-###-#### to speak with a customer service representative Monday – Friday between 8:a.m-5:p.mOur lobby hours are 8:a.m-5:p.mon those days as wellWe are committed to provide our customers with the highest standards of service in the industry and regret that this Customer was dissatisfiedSincerely, ANDREA B [redacted] MANAGER OF CUSTOMER RELATIONS

Thank you for contacting mePer our discussion, can you please close complaint # [redacted] .They business finally contacted me and resolved the issue.They stated they were having issues with their calling systems and did not charge me any overage.Sincerely, [redacted] ***

Hello Revdex.com,I am writing in response to ID # [redacted]. The complaint is regarding service disruption due to non payment and general customer service. For background, this customer had an overdue balance of $600 on her account. Several of our staff communicated with her regarding the...

delinquent account and arranged payment terms in order to avoid a service disruption. The terms were not met and service was disconnected.Loudoun Water takes pride in excellent customer service and makes every effort to communicate with our customers regarding past due balances both in writing and with phone calls. We understand that communication is essential and have recently introduced a new customer service portal that allows our customers to monitor their account 24/7 and pay their bills online. We also offer a customer service email that is monitored and responded to daily along with our phone number that is widely published on our website. Loudoun Water customers can call ###-###-#### to speak with a customer service representative Monday – Friday between 8:00 a.m. -5:00 p.m. Our lobby hours are 8:00 a.m. -5:00 p.m. on those days as well. We are committed to provide our customers with the highest standards of service in the industry and regret that this Customer was dissatisfied.Sincerely, ANDREA B[redacted] MANAGER OF CUSTOMER RELATIONS

Thank you for contacting me. Per our discussion, can you please close complaint #[redacted].They business finally contacted me and resolved the issue.They stated they were having issues with their calling systems and did not charge me any overage.Sincerely,[redacted]

June 28, 2016Hello Revdex.com,I am writing in response to ID # [redacted]. The complaint is regarding service disruption due to non payment and billing inquiries. This customer had several fees associated with returned payments and late fees in addition to the regular bill. Our staff...

communicated with her regarding the delinquent amount due and accepted a partial payment in order to restore service. We also made a payment arrangement with the customer allowing more time in order to make the full past due payment.Loudoun Water takes pride in excellent customer service and makes every effort to communicate with our customers regarding past due balances both in writing and with phone calls. We understand that communication is essential and have recently introduced a new customer service portal that allows our customers to monitor their account 24/7 and pay their bills online. We also offer a customer service email that is monitored and responded to daily along with our phone number that is widely published on our website. Loudoun Water customers can call ###-###-#### to speak with a customer service representative Monday – Friday between 8:00 a.m. -5:00 p.m. Our lobby hours are 8:00 a.m. -5:00 p.m. on those days as well. We are committed to provide our customers with the highest standards of service in the industry and regret that this Customer was dissatisfied.Sincerely,ANDREA B[redacted] | MANAGER OF CUSTOMER RELATIONS

Hello Revdex.com,
margin-bottom: 5pt;">I am writing in response to ID # [redacted]. The complaint is regarding service disruption due to non payment and general customer service. For background, this customer had an overdue balance of $600 on her account. Several of our staff communicated with her regarding the delinquent account and arranged payment terms in order to avoid a service disruption. The terms were not met and service was disconnected.
Loudoun Water takes pride in excellent customer service and makes every effort to communicate with our customers regarding past due balances both in writing and with phone calls. We understand that communication is essential and have recently introduced a new customer service portal that allows our customers to monitor their account 24/7 and pay their bills online. We also offer a customer service email that is monitored and responded to daily along with our phone number that is widely published on our website. Loudoun Water customers can call ###-###-#### to speak with a customer service representative Monday – Friday between 8:00 a.m. -5:00 p.m. Our lobby hours are 8:00 a.m. -5:00 p.m. on those days as well. We are committed to provide our customers with the highest standards of service in the industry and regret that this Customer was dissatisfied.
Sincerely,
 
ANDREA B[redacted]
 MANAGER OF CUSTOMER RELATIONS

A really great company if you like dry showers.
They never sent a bill which is necessary to attain an account number to pay said bill. I thought maybe they didn't know my address, but no, they send water to this address, well, they did for a little while. They then made sure to turn the water off at the end of working hours. Made it all the way to my front door to leave a note saying the water has been disconnected because of lack of payment after they "have made attempts to contact me via a final reminder". Apparently a final reminder does not include email, postal mail, a phone, a note on the door, a carrier pigeon, or psychic projections. I returned home to find my water shut off, and if I would like it turned back on, there would be an additional fee of 45$, as well as another additional fee of 45$ because it was after hours. I was willing to pay these, except the original problems still existed, in that we have no account number to pay towards. After calling all of their "emergency lines" which are recordings that say to call the normal number during working hours, we finally got ahold of someone who got someone to call us back. That person simply said "yeah, we shut it off because of non payment. If you pay your bill we can turn it back on. What? No, I can't give you any information that can allow you to pay your bill."
It's a shame there aren't really options for water companies.