Loudoun Water

October 4, 2016Hello Revdex.com,I am Writing in response to ID # [redacted] The complainant is seeking reimbursement for an unidentified leak at the customer's residence in South Riding VirginiaUnfortunately our policy doesn't allow for unspecified leaks to be adjusted which is why we have analysts reviewing Consumption reports on a daily basisWe have a program that allows for onetime adjustments to be made to accounts with specific leaks that were identified and repaired by a licensed plumberIn this instance we must verify the leak has been corrected before adjusting the billIn an instance of an unspecified leak, we do suggest to have the home owner contact a plumber of their choice to perform a leak check as these types of leaks can reappear without noticeOur staff Communicated the higher than consumption and turned off the water in order to avoid an even higher rate of usageWe can offer a payment arrangement with the customer allowing more time to pay the higher than usual bill.Loudoun Water takes pride in excellent customer service and makes every effort to communicate with our customers regarding all inquires 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 ([email protected]) 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 dissatisfied.Sincerely,ANDREA B [redacted] ? MANAGER OF CUSTOMER RELATIONS

October 4, 2016Hello Revdex.com,I am Writing in response to ID # ***The complainant is seeking reimbursement for an unidentified leak at the customer's residence in South Riding VirginiaUnfortunately our policy doesn't allow for unspecified leaks to be adjusted which is why we
have analysts reviewing Consumption reports on a daily basisWe have a program that allows for onetime adjustments to be made to accounts with specific leaks that were identified and repaired by a licensed plumberIn this instance we must verify the leak has been corrected before adjusting the billIn an instance of an unspecified leak, we do suggest to have the home owner contact a plumber of their choice to perform a leak check as these types of leaks can reappear without noticeOur staff Communicated the higher than consumption and turned off the water in order to avoid an even higher rate of usageWe can offer a payment arrangement with the customer allowing more time to pay the higher than usual bill.Loudoun Water takes pride in excellent customer service and makes every effort to communicate with our customers regarding all inquires 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 ([email protected]) 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 dissatisfied.Sincerely,ANDREA B*** MANAGER OF CUSTOMER RELATIONS

October 4, 2016Hello Revdex.com,I am Writing in response to ID # [redacted]. The complainant is seeking reimbursement for an unidentified leak at the customer's residence in South Riding Virginia. Unfortunately our policy doesn't allow for unspecified leaks to be adjusted which is why we...

have analysts reviewing Consumption reports on a daily basis. We have a program that allows for onetime adjustments to be made to accounts with specific leaks that were identified and repaired by a licensed plumber. In this instance we must verify the leak has been corrected before adjusting the bill. In an instance of an unspecified leak, we do suggest to have the home owner contact a plumber of their choice to perform a leak check as these types of leaks can reappear without notice. Our staff Communicated the higher than normal consumption and turned off the water in order to avoid an even higher rate of usage. We can offer a payment arrangement with the customer allowing more time to pay the higher than usual bill.Loudoun Water takes pride in excellent customer service and makes every effort to communicate with our customers regarding all inquires 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 ([email protected]) 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