Municipal Utilities/Black River Falls

Good Morning MsHarris, I have reviewed the Customer Experience Information that you provided us along with your letter dated March 31st, regarding our employees [redacted] and *** A deferred payment plan was offered and agreed to by [redacted] During on March 15th, for damages from the accident that occurred on December 8th, The Wisconsin Department of Transportation (WisDOT) INSTALLMENT AGREEMENT TO PAY ACCIDENT DAMAGES was faxed to the WisDOT as requested by MsDuring The fax machine we use prints an error report if a fax transmission is not received An error report was not created on this particular fax [redacted] was also present at the time [redacted] sent the fax I cannot speak to the response MsDuring received from the WisDOT regarding whether they received it or notBoth of these employees have years of experience in working with customers on a daily basis with billing matters and collections My office is in a location where I can observe these transactions daily It would be very unusual for either to engage a customer or anyone we do business with on anything but a professional level ***, and her supervisor [redacted] both deny the claim and specifically the quotes of their comments that MsDuring provided to you in her complaintI understand the nature of an unfortunate accident that Ms [redacted] had, and can empathize with difficulty in having to pay for the damages The description of the behavior of the employees who were trying to assist in the matter however is something I find to be highly unlikely and doesn’t warrant an apologyPlease let me know if you would like to discuss this further ThanksGeneral Manager

received your letter with the response of the two individuals who contacted your office. It is clear they were not satisfied with the service they received. I can assure you that we do not condone bad behavior as is asserted in the consumer’s response when any of our employees are working to assist someone who contacts them for assistance. They were referred to the Office Manager because I was out of the office at the time. I am sorry that the office workers did not meet their expectations during the transaction and I have discussed it with them multiple times while gathering information to respond to their concerns with.We believe in continuous improvement while serving our customers and have learned from this experience as well.Please let me know if you have any other questions

My yr old granddaughter hit a city utility poleBeing underage she could not get insurance herself so her parents added her car to their policyAt the time she hit the pole the insurance had lapsed and the damage was not coveredI took her to the city utility co to set up a payment plan*** the receptionist made extremely rude personal comments to myself and my grandchild"Well, you should've had insurance" "Don't you think it would have been cheaper to have insurance"Her tone of voice was very nasty We needed a form filled out & faxed to WI Dept of TransportationI asked if she could do this*** said yesweeks later I called the DOT to make sure they received itThey hadn't received a thingI went back to Black River City Utilities to ask about itThe office manager *** *** was rude and said it had been faxedI don't believe the DOT was lying to meI complained to her about her employee's poor behavior and her answer was "so?" "She didn't have insura

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.This had nothing to do with the payments dueThe personal remarks were very unprofessional and uncalled forMy self, *** *** AND another office worker heard the snide commentsTruly a shame that a city business practices such poor customer service and actually condones bad behavior. I have papers from the DOT as to when the form was faxedI had our local DMV fax it on March 30, 2016. I requested to speak to the general manager, *** *** when I stopped on the 29th about the missing faxI was instead directed to *** ***MrEwert's attempt to make this a payment issue rather than simply addressing poor customer service is dismaying I also have phone records of my call to DOT and they keep records of these contactsThey have a record as to when they recieved the faxed formMar 30th sent by DMVNo record from City Utilities.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Dulcene Radcliffe-during

Good Morning Ms. Harris, I have reviewed the Customer Experience Information that you provided us along with your letter dated March 31st, 2016 regarding our employees [redacted] and [redacted] A deferred payment plan was offered and agreed to by [redacted] During on March 15th, 2016...

for damages from the accident that occurred on December 8th, 2015.  The Wisconsin Department of Transportation (WisDOT) INSTALLMENT AGREEMENT TO PAY ACCIDENT DAMAGES was faxed to the WisDOT as requested by Ms. During.  The fax machine we use prints an error report if a fax transmission is not received.  An error report was not created on this particular fax.  [redacted] was also present at the time [redacted] sent the fax.  I cannot speak to the response Ms. During received from the WisDOT regarding whether they received it or not. Both of these employees have years of experience in working with customers on a daily basis with billing matters and collections.  My office is in a location where I can observe these transactions daily.  It would be very unusual for either to engage a customer or anyone we do business with on anything but a professional level.  [redacted], and her supervisor [redacted] both deny the claim and specifically the quotes of their comments that Ms. During provided to you in her complaint. I understand the nature of an unfortunate accident that Ms. [redacted] had, and can empathize with difficulty in having to pay for the damages.  The description of the behavior of the employees who were trying to assist in the matter however is something I find to be highly unlikely and doesn’t warrant an apology. Please let me know if you would like to discuss this further.  Thanks. General Manager

Review: My 17 yr old granddaughter hit a city utility pole. Being underage she could not get insurance herself so her parents added her car to their policy. At the time she hit the pole the insurance had lapsed and the damage was not covered. I took her to the city utility co to set up a payment plan. [redacted] the receptionist made extremely rude personal comments to myself and my grandchild. "Well, you should've had insurance" "Don't you think it would have been cheaper to have insurance". Her tone of voice was very nasty. We needed a form filled out & faxed to WI Dept of Transportation. I asked if she could do this. [redacted] said yes. 2 weeks later I called the DOT to make sure they received it. They hadn't received a thing. I went back to Black River City Utilities to ask about it. The office manager [redacted] was rude and said it had been faxed. I don't believe the DOT was lying to me. I complained to her about her employee's poor behavior and her answer was "so?" "She didn't have insurance". I don't believe personal opinions and remarks belong in customer service. [redacted] has no intention of correcting her employee.Desired Settlement: An appology to myself and my granchild.

Business

Response:

Good Morning Ms. Harris, I have reviewed the Customer Experience Information that you provided us along with your letter dated March 31st, 2016 regarding our employees [redacted] and [redacted] A deferred payment plan was offered and agreed to by [redacted] During on March 15th, 2016 for damages from the accident that occurred on December 8th, 2015. The Wisconsin Department of Transportation (WisDOT) INSTALLMENT AGREEMENT TO PAY ACCIDENT DAMAGES was faxed to the WisDOT as requested by Ms. During. The fax machine we use prints an error report if a fax transmission is not received. An error report was not created on this particular fax. [redacted] was also present at the time [redacted] sent the fax. I cannot speak to the response Ms. During received from the WisDOT regarding whether they received it or not. Both of these employees have years of experience in working with customers on a daily basis with billing matters and collections. My office is in a location where I can observe these transactions daily. It would be very unusual for either to engage a customer or anyone we do business with on anything but a professional level. [redacted], and her supervisor [redacted] both deny the claim and specifically the quotes of their comments that Ms. During provided to you in her complaint. I understand the nature of an unfortunate accident that Ms. [redacted] had, and can empathize with difficulty in having to pay for the damages. The description of the behavior of the employees who were trying to assist in the matter however is something I find to be highly unlikely and doesn’t warrant an apology. Please let me know if you would like to discuss this further. Thanks. General Manager

Consumer

Response: