Municipal Authority of Westmoreland County

Good afternoonI received your letter dated October 28, 2017, referencing Complaint # [redacted] We contacted the customer regarding the restoration of her property The customer stated that when the crew repaired the water line, her flowers were destroyed I was able to give her the monetary amount she felt would replace the flowers MAWC is also sending out a restoration crew to level the area and plant grass If you need any further information, please let me knowKindest regards, Darlene *W***Operations ManagerMAWC###-###-#### [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

January 19, 2017Mr [redacted] ***In re: Complaint 12/29/ID# [redacted] Dear Mr [redacted] Please be advised that I spoke with the customer on multiple occasions and a service tech was sent tothe property to inspect the low pressure issueThe service tech determined that there was goodpressure everywhere but in a bath tubThe bath tub also had a slight leak and that could haveattributed the customer's higher than water billThe customer wanted to test the water for leadand was sent a lead kitIn speaking with the customer today, the chemist will be calling him to go overhow to test the water and how to return the kit for testing.The customer has my contact information and was told that if he had any further issues, that he couldcontact me directly.Sincerely,Darlene [redacted] T***Customer Service Superintendent

January 11, [redacted] Revdex.com [redacted] ***ID#: [redacted] (Water Account #: [redacted] )Dear MsGasser,I reviewed the phone calls from both the previous owner and the new ownerAfter the first call to have the account taken out of *** [redacted] name, an order to have the account shut off and finaled was generated for Wednesday, January 13, 2016.Approximately a half hour later the new owner [redacted] contacted our customer service departmentHe began to talk about the sewage bill that was sent to [redacted] Our representative stated that she couldn't speak to him about the bill since his name was not currently on the accountDuring this time our organization was having technical issues with our phone system and the call was lostThe representative did not have a chance to gather [redacted] information to sign him up for serviceOur customer service representative would have been glad to sign up [redacted] for serviceThe representative is competent and has the knowledge of our policies and procedures.The order has been generated and changed to leave the service on and transfer service from [redacted] to [redacted] on Wednesday, January 13, 2016.Sincerely, Lynda M***MAWCCommercial Superintendent

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, Edward [redacted] I appreciate the response from Lynda M***. It, however, does not satisfy my complaint the my payments have been processed one day late in two instances recently, the September 30th payment, processed on Oct. 1, 2015, and the March 31 payment, processed April 1st. As a long time customer of MAWC, I do not appreciate the delayed processing of my payments, which triggers an very substantial late fee, nor the rude, snide remarks from the customer service rep behind the counter that I should have my billpay folks make sure they send my payment on time. As a self employed individual, if one of my employees was rude to one of my customers in that manner, they would be fired on the spot. I have attached the most recent bill just received for a billing period of April 1 to June 30, 2016, with a very clear due date of June 30. 2016. My bill pay system mails a check 5 to 6 days prior to the due date, to arrive on or before the due date. It is odd that out of the nearly 100 checks that I send via this system, only MAWC seems to receive it a day late. Per my conversation with customer service and management, I have the following questions.1. It has been stated that checks received by mail are processed the same day. If all checks are deposited on the same day then why is around the clock needed to process payments. Technically, what do the folks do that are on the midnight to morning shift? Are they processing checks that received the previous day? Then technically, if they stamp my check after midnight, it's the next day. My mailman doesn't deliver mail after 5pm, does MAWC have around the clock delivery from the US Postal Service?2. When my payment comes in, is it dated via the postmark on the envelope or check date like any other efficient business or taxing authority, or does it get removed from the envelope and get stacked up until the 2nd or 3rd shift gets to entering it? Since my checks in with no account billing slip, just the last several numbers3. Most annoying, is the standard response I receive when I question the possibly that a payment could have been processed late. As a customer, I expect that a person in a management position, would actually investigate the situation and get back to me rather than just spew out the canned response. When I hear such a response that it is not possible, everything works like a well oiled machine, that throws up a red flag to me. There's theory and then there is reality. The theory is MAWC attempts to process payments same day, the reality is they do not, especially at crunch time for payments on the due date. It appears there are some understaffing issues as well, not just in this instance, but also noticed while I was on hold on the phone this morning for over 30 minutes, and had to finally hang up without speaking to anyone. I have the following suggestions in improving your customer service. Change the due date for the billing period on your statements, in the case of the attached bill to April 1st, with a late fee added after June 30, 2016. This clears up any confusion that there are actually 3 months to pay. Put a note on there to the effect that please allow additional mail and processing time, as we get backed up at the quarterly due dates.

April 28, 2016Revdex.comAttn: *** *** *** *** ** ***RE: ***Dear Ms***,The Authority has staff 24/including holidaysWe do not have "round the clock delivery" from the US Postal ServiceHowever we do have staff that is available to finish processing the mail that the daylight shift may not be able to completeOn a regular basis the mail is completed during the daylight shiftHowever there are times that the mail will be processed during the afternoon shiftThis being said, the mail is processed the day we receive it.The date of the payment is the day we receive it in our officeWe do not use the postmark or the date of the checkAs stated before the customer has days to pay the Sewage billIf Mr*** prefers to submit payment closer to the due date rather than when he initially receives the bill, it may be beneficial for him to sign up for the Automatic WithdrawalBy signing up for this payment option, the payment will be automatically paid on the due date.There should be no confusion that there is months to pay, since he stated in his second paragraph, "I have attached the most recent bill just received for a billing period of April to June 30, 2016, with a very clear due date of June 2016."When MAWC took over the accounts for the City of ***, the policies, the rates and the billing schedule were also adoptedAgain, MAWC processed the payments the day they were received; therefore no late fees will be waivedWe do appreciate Mr*** paying the recent late fee amount of $on April 16, 2016.Sincerely, Lynda M***MAWCCommercial Superintendent

March 31, Ms*** *** Revdex.com*** *** *** *** *** ** ***In re: Complaint #*** *** ***
*** Dear Ms***.I received the above listed complaint In researching the account, I found and corrected the billing information
A credit was issued on the account for $ I reached out to the customer by email and telephone to acknowledge the issue and apologize If there is anything else that the customer needs, please do not hesitate to get in touch will me directly.Sincerely,Darlene *W***Customer Service Superintendent*** ***
***

Ms*** *** The Revdex.com*** *** *** *** ***
*** ** ***
*** In re: ID *** *** *** *** Dear Ms***.We did receive your complaint of February 7, 2017, and reached out to the customer The complaint
was handled by two different departments The payment that was referenced was handled by the customer service department The payment was received by MAWC over the Christmas Holiday I did waive the penalty that was added to the customer’s account An email explaining the procedure of the meter test along with a copy of the results was sent to the customer on Wednesday, February 22, by the outside commercial department The customer stated she would gather her receipts and additional documentation However, we have not heard from her since thenAfter the meter was tested on February 6, 2015, the bill was paid and no other calls were received from the customer The last call logged on the account was February 10, To the Authority the bill dispute was done. If any further information is needed, please do not hesitate to contact MAWC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***

I am writing in regards to the letter I received from your officeAn error in our restoration system omitted the proper house number to be recordedI spoke to Mrs*** who is the property owner at *** *** *** and let her know of the errorThe property was restored on 10-09-to the
customers satisfactionIf there is anything I can assist you with please feel free to contact me

Thank you for giving me the opportunity to look into your account. MAWC is contracted by MtPleasant Township to shut water off for an outstanding sewer billing. We received an affidavit from MtPleasant Township on January 10, 2018, requesting water service to be shut off at
*** *** *** *** ***, until the sewer account was made current. A shut off order for non-payment of sewage was generated on January 22, 2018. MAWC’s contracted fee with MtPleasant Township is $100.00. That is the amount that appeared on your next sewer billing. The $fee that was paid on January 22, 2018, to MAWC was for an after-hours turn-on. A service technician had to be call-out for the water service to be restored the same day. If you have any questions, please do not hesitate to get in touch with me. Kindest regards, Darlene T***Operations ManagerMAWC###-###-####***

April 15, 2016Revdex.comAttn: *** *** *** *** *** *** ** ***RE: ID #*** ***Dear Ms***,When MAWC took over The City of *** Sewage accounts the Sewage policies, rates and billing schedule were also adoptedThe
City of *** did not remove late feesThe reason for this is because the customer has three (3) months to pay each billMAWC has employees available hours a day to process the payments and the payments are processed the day we receive themMr*** had late fees when the City of *** still owned the sewage accounts and the City did not write them off.Mr*** was sent the following bills:Mailed___________ Billing Period Due_ Date_________________ Payment Received 4/10/2014 04/01 to 06/30/ 06/30/2014 07/01/ 07/21/(late fee paid) 10/07/2014 10/01 to 12/31/2014 12/31/2014 01/03/ 01/29/(late fee paid) 07/09/2015 07/01 to 09/30/2015 09/30/2015 10/01/ 10/23/(late fee paid) 10/06/2015 10/01 to 12/31/2015 12/31/2015 01/16/2016MAWC offers a number of ways for customer's to pay their billsWe have office hours from 8:15am to 4:30pm Monday through Friday, 24/drive thru service, credit card payments with a representative 24/7, automated credit card payments over the phone 24/7, payments on our website (www.mawc.org)and automatic withdrawalAn application for automatic withdrawal was printed and given to Mr***.MAWC processed the payments the day they were received; therefore no late fees will be waived. Sincerely, Lynda M***MAWCCommercial Superintendent

March 30, 2016Revdex.comAttn: [redacted]RE: ID #[redacted]Dear Ms. [redacted]Mr. [redacted] spoke to a customer service supervisor on Mon[redacted], March 7, 2016 at 2:38 pm. At that time the supervisor reviewed Mr. [redacted]'s water and sewage account. The...

supervisor agreed to send him copies of his account history.I have since then reviewed Mr. [redacted]'s accounts. His sewage account carried a balance in arrears each quarter. Unfortunately, Mr. [redacted] was consistently behind one or more sewage bills. Although he previously made payments to his sewage account, the payment amount would only cover the amount in arrears not the full balance owed.MAWC did not receive a payment for his water or sewage account until after our service person was dispatched to his property on March 16, 2016. Mr. [redacted] gave a check to the service person in the amount $229.70 to stop the termination of service. That check was processed. Mr. [redacted] also made an additional payment through the MAWC website on Sun[redacted], March 20, 2016. No other payments were made prior to the termination order being generated.On Mon[redacted], March 28, 2016 our customer service supervisor contacted Mr. [redacted] to discuss his accounts and the telephone conversations he had with our representative. The recorded telephone calls from Wednes[redacted], March 16 and Thurs[redacted], March 17, 2016 were also reviewed with the representative and her supervisors.I contacted Mr. [redacted] on Wednes[redacted], March 30, 2016 at 9:15 am. I explained to him that I reviewed the telephone conversations with the representative and I also reviewed his accounts. We were able to discuss his issues and his concerns.Sincerely,  Lynda M[redacted]MAWC Commercial Superintendent

January 11, 2016[redacted]Revdex.com[redacted]ID#: [redacted](Water Account #: [redacted])Dear Ms. Gasser,I reviewed the phone calls from both the previous owner and the new owner. After the first call to have the account taken out of [redacted]...

[redacted] name, an order to have the account shut off and finaled was generated for Wednesday, January 13, 2016.Approximately a half hour later the new owner [redacted] contacted our customer service department. He began to talk about the sewage bill that was sent to [redacted]. Our representative stated that she couldn't speak to him about the bill since his name was not currently on the account. During this time our organization was having technical issues with our phone system and the call was lost. The representative did not have a chance to gather [redacted] information to sign him up for service. Our customer service representative would have been glad to sign up [redacted] for service. The representative is competent and has the knowledge of our policies and procedures.The order has been generated and changed to leave the service on and transfer service from [redacted] to [redacted] on Wednesday, January 13, 2016.Sincerely,  Lynda M[redacted]MAWCCommercial Superintendent

January 19, 2017Mr. [redacted]In re: Complaint 12/29/2016 ID#[redacted]Dear Mr. [redacted]Please be advised that I spoke with the customer on multiple occasions and a service tech was sent tothe property to inspect the low...

pressure issue. The service tech determined that there was goodpressure everywhere but in a bath tub. The bath tub also had a slight leak and that could haveattributed the customer's higher than normal water bill. The customer wanted to test the water for leadand was sent a lead kit. In speaking with the customer today, the chemist will be calling him to go overhow to test the water and how to return the kit for testing.The customer has my contact information and was told that if he had any further issues, that he couldcontact me directly.Sincerely,Darlene ** T[redacted]Customer Service Superintendent

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Previously Ms. [redacted] did submit her own meter readings for her billing cycle. I personally found two returned meter reading cards. One was dated March 1, 2014 and the other was dated May 27, 2014. We do not have record of the meter reading card for her August 2014 bill.Reviewing her account,...

the last card read MAWC used was for her bill in November 2013. Ms. [redacted] sent in a card read of 709. In November 2013 she was billed 11,000 gallons. For her February 2014 bill she sent in a card read of 719590 (720). The card was received late and her account had already been billed to an estimated read of 718. Our teller generated an adjustment to her account for the additional 2,000 gallons and sent out a corrected statement on March 12, 2014.A card was again left at the end of May and she returned the card with a read of 750800 (751). Again her account was billed before we received the card read. At that time the additional consumption based on the customer's read would have been 33,000 gallons. This was considerably higher than her average bill. Since the card read showed high consumption we send her letters stating that we needed in to verify the read and schedule a meter change.Again we do not have record of receiving the card read from August 2014. For the second time her account was estimated at her average consumption. Ms. [redacted] contacted our office and scheduled a day for us to change the water meter. At that time our service person was able to take a meter reading from the meter. Our service person recorded the out read of 782. Our service person stated on her order that she "double checked" the read of 782. The meter change was done on September 20, 2014. This was a month after the last billing date.Ms. [redacted]'s current bill is based on consumption for the old meter (44,000 gallons) and the new meter (12,000 gallons}. The 12,000 gallons of consumption on the new meter is based on two (2) months of a three (3) month billing cycle. In two (2) months Ms. [redacted] used more consumption than she had used previously in a full three (3) month billing cycle.Although we did not use the card read from May 2014, Ms. [redacted]'s reads prove that the consumption was going up. She states in her complaint she states, "I have turned in accurate readings each quarter". Based on her reads she should have been billed 31,000 gallons in May 2014 instead of estimated 9,000 gallons. When a meter is faulty it will slow down, not speed up. Our staff has explained to her how to check for toilet leaks. These leaks are not always heard. A dye test is required to determine if a customer has a toilet leak. We have also offered payment arrangements. There are no adjustments to be given on this account. The bill is based on actual reads from the meter obtained by our service person and the customer.Sincerely,[redacted]MAWCCommercial Superintendent

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]The complaint [redacted]Has not been resolved honestly, and the supervisor did not reflect a positive response back to me. Instead the supervisor with the Municipal Authority Westmoreland County did knowingly steal more than $229.00 from my family and I. In addition the actions by the representative was supported, and no penalty whatsoever was rendered unto said employee(s) for very unprofessional behavior, which she did listen to the recordings.This must be documented for future reference, because other cases will following in time. With no oversight of an necessity for the public's best welfare, we as a community our at there mercy, and our Consumer Rights will continue to be violated, until some type of check's and balance's are introduced for the Public's well being and best interest.The answer given is very, very, far from the truth, and everyone in the county knows this. If you owe for your service, they will disconnect your service, and I have not ever been allowed to owe for several billion periods, nor anyone else. They purchased (MAWC) the sewage department from the city of [redacted], Pa. After which time they have been double billing customers to now erase the actual cost of buying the [redacted] Sewage Authority several months ago. Only with an actual audit will this erroneous crime committed unto the citizens of [redacted], Pa. be uncovered. However with no Public governing authority in place, this injustice of corporate corruption will go undetected until something is put into place (Water/Sewage State Commission) to protect the people who are the true victims of organized corporate corruption. We all need water and sewage services, and they incorporate them together now.My God keep them and their families, for he does know what they are doing, and have done. Nobody can hide their wrong from the Lord, and no amount of money is worth hurting the elderly and little children, or single mothers who struggle on a daily basis to live. Vengeance are mind said the Lord, and when God be for you, who can be against you. I close with, "Let your conscious be your guide! Do onto others, as you would have others do unto you!" God bless you.[redacted]

March 27, 2015Revdex.com Attention: [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted],I reviewed Ms. [redacted]'s water account. Her water service was shut off on Monday, March 23, 2015 for nonpayment. At that time Ms....

[redacted]'s account was in arrears for the amount of $52.20. The total amount was for $122.20 ($92.10 December bill + $4.61 late fee + $25.49 arrears) which had an original due date of December 31, 2014. A certified shut off notice was sent out on January 9, 2015 which added a $10.00 fee for a total of $132.20.The post office attempted to have the customer sign for the notice on three (3) different days (1/22/2015, 1/28/2015 & 2/8/2015). The notice was returned to our office "Unclaimed''. Copy of the notice is enclosed with this letter. The date of the shut off was January 29, 2015. Ms. [redacted] made a payment in the amount of $80.00 on February 2, 2015. However the water service can still be shut off if the balance is not paid in full.Ms. [redacted]'s past three (3) bills have carried "previous balances" (copies enclosed). Our bills show the amount in arrears and the current amount due. Our procedure is to send a bill, reminder notice and a certified shut off notice. Below explains our Rules & Regulations for termination of water service. A complete copy of our Rules & Regulations can be found on our website, [redacted].SECTION IV -DEPOSTIS #34 a:Deposits shall be required from all applicants who are indebted to the Authority or who have impaired their credit with the Authority in any manner.Section XI-BILLS, PAYMENT AND TERMINATION OF SERVICE #81: BILLS RENDERED AND DUE:If service is thus discontinued it will not be restored until all unpaid bills and required charges are paid. The Authority shall mail or deliver the bills and notices to the consumer at his address given in the application for service and the Authority shall not be responsible for the delivery thereto. Failure to receive bills will not be an excuse for nonpayment,Section Xlll-GENERAL #89: TURN ON CHARGE:When water has been turned off because of an unpaid bill or violation of the terms of the application or rules of the Authority, a turn on charge, currently in effect must be paid before water service is restored.#92: SERVING OF NOTICES:All notices an bills relating to the Authority of its business shall be deemed to have been properly served if left upon the premises of the customer or if mailed to the customer, directed to, or left at his address as shown on the records of the Authority. Failure on the part of the customer to receive a notice or a bill following proper service by the Authority shall not excuse the customer for payment of all amounts due, including penalties for late payment.The staff at MAWC followed the Rules & Regulations of the Municipal Authority of Westmoreland County. No adjustments or refunds will be given to this account.Sincerely, [redacted]MAWCCommercial SuperintendentEnclosure: Copy of Returned Certified Shut off NoticeCopies of Customer Bills

May 3, 2016Revdex.comATTN: [redacted]RE: ID #[redacted]Dear Ms. [redacted],The Municipal Authority of Westmoreland County has responded with honesty and accuracy. The Authority did not steal money from Mr. [redacted]. Mr. [redacted] did not make his payment on time. He gave a service person a check in the amount of $229.70 to stop the termination of service and then stopped payment on the check.Mr. [redacted] does not know the details of the how the representative's actions were dealt with. We do not discuss disciplinary actions of our employees with our customers. Proper customer service is important to the Authority and the recorded calls were reviewed.The information given in the previous response was accurate. Mr. [redacted] was sent his account history by our Customer Service Supervisor along with her direct contact information. She asked Mr. [redacted] to review the information and if there were any issues he was to contact her. She has yet to hear from him about concerns with his account. The account history shows the bills, payments and any additional adjustments to the account. This would be the checks and balances that Mr. [redacted] is requesting. If there were any discrepancies, he could have contacted our office or sent us documentation of what he felt was in error on his account. We are not able to help unless we know what the issues are.The Authority had been generating the bills for the City of [redacted] since 2004. Nothing changed with the billing process once the Authority took ownership of the accounts. The accounts are not being double billed. The system generates a flat rate bill once a quarter for the residents of [redacted].The supervisors of the Authority have been willing to help and work with Mr. [redacted]. The supervisors have been fair and honest with our responses to his concerns.Sincerely,  Lynda M[redacted]MAWCCommercial Superintendent