Melonie Bennett

Dear Mr*** I am writing in response to Complaint Id# ***, Cal Water received an email from Mr*** on Thursday, 1/11/at 6:43PM in regards to the Water Quality and Payment issue he had been experiencingI was the supervisor on call and called him back right away to
address his water quality concernHe mentioned to me that he noticed a foul smell in the rooms that had sinks and/or toilets, but did not notice it when drawing a glass of waterHe stated that the water quality issue he had experienced was the weekend prior on 1/6/2018-1/7/On the 11th when I spoke to Mr***, the water quality issue was no longer a problem and hadn’t been since the weekend, which is why he declined my offer to send out a service personI see noted in the complaint that Mr*** states he spoke to someone from California Water Service Cn Saturday, 1/6/18, I checked all calls from our answering service and do not see that a call was received for 5** *** *** *** ***. The other concern was that of his recent payments were being returnedI advised Mr*** that I would have one of my customer service representatives reach out to him first thing the next morning to look into thatOn 1/12/2018, *** *** reached out to Mr*** and found that the payments had been returned and Mr*** was charged - $return item feesWe advised Mr*** that we only show what the bank returns to usMr*** went ahead and made a payment over the phone and I authorized *** *** to go ahead and waive the two $return item fees, which had been done. Please let me know if you have any other questions Thanks, *** ***Interim Customer Service Manager*** *** ***
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