NWP deeply apologizes for delay in response and please know
that it was done intentionally. We do
have good news in seeing that your meter is now registering actual usage. What
occurred for the time frame of 4-1-2015 through 4-30-2015, is that an actual
read was not obtainable. Protocol is that we estimate the usage based on a
national or property average, if that information is not available, which is
also deemed appropriate within regulatory measures. A screenshot of your usage
has been attached. We will
also follow up with your management office to ensure that your lease agreement
reflects the confirmation of fees that apply for our service, including the new
account fee of $10.00. Should you have any further questions or concerns, please
reach out to our Resident Services Manager at [redacted]
The 'right' things in the NWP's response are:
* They reimbursed the unrigthfully charged $14 to my account.
* They clarified to me their policy by saying" we advise customers to set a pay date about 5 business days prior to the average due date.".
The 'wrong' things in their response:
* The corrections apply to only me among their hundreds of customers. I don't want to be selfish by this complaint, i.e. if other users overpaid late fees due to NWP's negligence of stating their policy clearly; then they should be reimbursed as well.
* The NWP website still does not clearly tell the users to set a pay date about 5 business days prior to the average due date or the users will end up paying late fees even though they setup the so called AutoPay. Basic decency suggests that the company should clarify their policy very clearly and explicitly when users setup AutoPay via their website and/or their phone sutomer service.
In short, my personal complaint got resolved. However, the company has not taken the necessary steps to prevent other customers from suffering the same problem. In addition, to my best knowledge, the company has not reimbursed other customers who might have had the same problem I encountered.
Finally, I would like to express my sincere gratitude to Revdex.com. You solved my complaint very throughly and professionally. This is in start contrast with how the NWP customer service agent curtly cut me off and refused to acknowledge any wrong doing. In the modern age of online services, Revdex.com serves as a bright beacon of consumer rights. I am very glad that you exist to protect the consumer interests.
Best regards,
[redacted]
Hello and thank you for reaching out to NWP regarding your
billing concerns. We are in receipt of your complaint and will follow up as soon
as possible.
Roman" size="3">
Hello Ms. [redacted] - Thank you for reaching out to NWP. First
and foremost, we'd like to apologize for any inconvenience and miscommunication
provided to you by NWP. Please know that this...
is never our intention. As a
utility cost recovery company, we work closely with your community to address
certain meter concerns. Although our goal is to provide you with an actual
read, our current billing structure is one where estimated read will be billed
if actual meter reads are unavailable. Your current reads are based on your own
historical and actual metered usage. We are currently working with your
community to resume billing you an actual metered usage. If you have any
further questions or concerns you may contact our Resident Services Manager
directly at [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.There is a clear problem in my bills which have been increasing every month while there is no increase in the actual consumption. I requested NWP to check and replace the meter and the sensor, so I can get the correct usage. The property management informed me that they replaced the sensor last month and I'd like to wait for this month bill and compare it with the previous months. If the new bill showes a difference, I expect NWP to refund the amount.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I would still like an explanation as to why my June 2015 bill was 531 1 gallon units and all bills thereafter have a usage doubled. Please see previous email with exact details.
Thank you
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action...
would not resolve my complaint. For your reference, details of the offer I reviewed appear below.That is not an acceptable resolution. I have submitted a formal complain to the PUC. The national and local media will be notified as well.
Regards,
[redacted]
Hello Ms. [redacted]
10pt;">Thank you for reaching out to NWP. We’d like to relay our sincerest apologize for any inconvenience. A message speaking to the total back-billed amount of $61.25 was presented to you on your September 2016 billing statement. This amount will be distributed amongst your September, October and November billing statements, to recover what should have originally been billed to you. These charges are accurate, therefore a credit will not be honored for this occurrence. If you need further assistance or need more time to reconcile these charges, we will be more than happy to relay that your management office.
Best Regards, NWP
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
NWP has not addressed my concern. I was not stating that I wasn't reimbursed for over a year. I was reimbursed due to my diligence with my residence management. I stated that being over-billed is a practice of NWP. My concern is my bill for services July 2015 to present is not reflecting the correct usage. Each time I call NWP and discuss this problem, I am told that there "is a problem with your service since I see a spike in your service". Customer service continues to tell me about dates on which my service "spiked" with little to no explanation. I have called at least 4 times. I am questioning why my usage went from 531- 1 gallon units per month to double that amount thereafter, see the period mentioned above.
As I stated, my usage was between 500-600 1 gallon units per month for years and then again back on June 2015. This is where it should be. My home situation has not changed and there is not a problem such as a leak in my apartment. My maintenance has checked several times.
As far as "taking it up with my apartment complex", my apartment has been contacted numerous times and claims that my meter must be broken. There has to be an explanation as to why my water usage went from your bill on June 2015 of 531 - 1 gallon units to 1400 1-gallon units every month thereafter. NWP has not addressed that issue which is the real problem I have been trying to address. Look at my previous water bills for years 2012- 2013 and the beginning of 2014. I cannot retrieve those bills online as NWP does not make them available anymore to me anymore, I tried. I have bills showing when my bill went from between 500-600 1-gallon units in 2014 to being "estimated" at 3270 1-gallon units per month.
Then water usage went back again to 531-1 gallon units after NWP "fixed" my meter. So why did the bill go up again 1 month later? Because my meter is not fixed. I have been living in this unit since 2008., alone!
Regards,
[redacted]
9pt;">Thank you so much for reaching out to us regarding your concern with NWP. We apologize that you experienced any inconvenience in making your payment as this is not our intention. What you experienced is not a typical occurrence and will investigate to inquire about what occurred. Nonetheless, we will be more than happy to apply a credit of $3.50 to your NWP account. Please note our following payment options, below:
Check by mail to the payment processing center address stated on the payment stub portion of your NWP bill
Visa / MC Credit / debit card via our resident portal at one.nwpresident.com, 24 hours a day, 7 days a week. You will be advised of a $3.50 applicable fee, should you choose to use this option
Visa / MC credit / debit card via our toll free hotline at 800-845-6767, 24 hours a day, 7 days a week. You will be advised of a $3.50 applicable fee, should you choose to use this option
eCheck payment via our resident portal at one.nwpresident.com, 24 hours a day, 7 days a week.
Direct payment made to your management office ONLY within the discretion and availability of the office
Should you have any further questions or concerns, please reach out to our Resident Services Manager at 949-253-2563
Hello Ms. [redacted]
Thank you so much for reaching out to us. NWP is a...
utility cost recovery company that works with your community to bill you for water and sewer. In review of your account, all metered usage for your unit is reflecting as actual usage (not estimation) and within average range for family of one or higher. We see no billing discrepancies at this time. Now, to further ensure that the usage being registered by your meter is indeed yours, we will request that your community contact NWP to facilitate a live bucket test. If you have any further questions or concerns, please contact our Resident Services Manager at [redacted]. Have a wonderful day and best regards.
Thank you for reaching out to NWP regarding the complaint submitted by Mr. [redacted].By 12-4-2014, NWP had provided the resident with the following items: NWP billing methodology letter which explaining the billing process for the resident’s community of Botanica on the GreenNWP...
Resident Billing Breakdown Report that detailed the specific local water department figures used to compile the April, May and June 2014 NWP billing statementsCopies of the Denver Water winter and summer rate detail This information provided full details which explained why NWP’s bills fluctuated during that time and how the NWP bills were calculated. As a courtesy to Mr. [redacted], we’ve credited his account a total of $42.00 in late fees which have accumulated since his concerns were addressed. [redacted], Manager of Resident ServicesNWP Services Corporation office: 949-253-2563 www.s[redacted]@nwpsc.com | www.nwpsc.com
This company have been nothing but horrible! Ever since my apartments management company switched to them for our water billing, I have been paying an unfair outrageous amount of money. No one seems too eager to fix a supposedly broken water meter and give me actual water readings. I am so annoyed with having to pay triple in water usage when I live alone in a one bedroom apartment. I feel like this company is scamming me for all the money they can take. This is so unfair and something needs to be done.
Hello Ms. [redacted] – First and foremost, NWP would like to relay it’s sincerest apology for any inconvenience. This is not our...
attention whatsoever. We’ve reached out to the community and reiterated that the closing of bills is to be performed by the community as the lease agreement, addendum or whatever contractual agreement was completed is between you and the community. They understood and would follow up with the responsible party to get this reconciled on the side of [redacted]. We also reached out to you directly and left you a voicemail. Should you have any additional questions or concerns regarding this particular matter, you may contact our Resident Services Manager at [redacted].
Hello Mr. [redacted]
Roman">
NWP deeply apologizes for delay in response and please know
that it was done intentionally. We do
have good news in seeing that your meter is now registering actual usage. What
occurred for the time frame of 4-1-2015 through 4-30-2015, is that an actual
read was not obtainable. Protocol is that we estimate the usage based on a
national or property average, if that information is not available, which is
also deemed appropriate within regulatory measures. A screenshot of your usage
has been attached. We will
also follow up with your management office to ensure that your lease agreement
reflects the confirmation of fees that apply for our service, including the new
account fee of $10.00. Should you have any further questions or concerns, please
reach out to our Resident Services Manager at [redacted]
The 'right' things in the NWP's response are:
* They reimbursed the unrigthfully charged $14 to my account.
* They clarified to me their policy by saying" we advise customers to set a pay date about 5 business days prior to the average due date.".
The 'wrong' things in their response:
* The corrections apply to only me among their hundreds of customers. I don't want to be selfish by this complaint, i.e. if other users overpaid late fees due to NWP's negligence of stating their policy clearly; then they should be reimbursed as well.
* The NWP website still does not clearly tell the users to set a pay date about 5 business days prior to the average due date or the users will end up paying late fees even though they setup the so called AutoPay. Basic decency suggests that the company should clarify their policy very clearly and explicitly when users setup AutoPay via their website and/or their phone sutomer service.
In short, my personal complaint got resolved. However, the company has not taken the necessary steps to prevent other customers from suffering the same problem. In addition, to my best knowledge, the company has not reimbursed other customers who might have had the same problem I encountered.
Finally, I would like to express my sincere gratitude to Revdex.com. You solved my complaint very throughly and professionally. This is in start contrast with how the NWP customer service agent curtly cut me off and refused to acknowledge any wrong doing. In the modern age of online services, Revdex.com serves as a bright beacon of consumer rights. I am very glad that you exist to protect the consumer interests.
Best regards,
[redacted]
Hello and thank you for reaching out to NWP regarding your
billing concerns. We are in receipt of your complaint and will follow up as soon
as possible.
Roman" size="3">
Hello Ms. [redacted] - Thank you for reaching out to NWP. First
and foremost, we'd like to apologize for any inconvenience and miscommunication
provided to you by NWP. Please know that this...
is never our intention. As a
utility cost recovery company, we work closely with your community to address
certain meter concerns. Although our goal is to provide you with an actual
read, our current billing structure is one where estimated read will be billed
if actual meter reads are unavailable. Your current reads are based on your own
historical and actual metered usage. We are currently working with your
community to resume billing you an actual metered usage. If you have any
further questions or concerns you may contact our Resident Services Manager
directly at [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.There is a clear problem in my bills which have been increasing every month while there is no increase in the actual consumption. I requested NWP to check and replace the meter and the sensor, so I can get the correct usage. The property management informed me that they replaced the sensor last month and I'd like to wait for this month bill and compare it with the previous months. If the new bill showes a difference, I expect NWP to refund the amount.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I would still like an explanation as to why my June 2015 bill was 531 1 gallon units and all bills thereafter have a usage doubled. Please see previous email with exact details.
Thank you
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action...
would not resolve my complaint. For your reference, details of the offer I reviewed appear below.That is not an acceptable resolution. I have submitted a formal complain to the PUC. The national and local media will be notified as well.
Regards,
[redacted]
Hello Ms. [redacted]
10pt;">Thank you for reaching out to NWP. We’d like to relay our sincerest apologize for any inconvenience. A message speaking to the total back-billed amount of $61.25 was presented to you on your September 2016 billing statement. This amount will be distributed amongst your September, October and November billing statements, to recover what should have originally been billed to you. These charges are accurate, therefore a credit will not be honored for this occurrence. If you need further assistance or need more time to reconcile these charges, we will be more than happy to relay that your management office.
Best Regards, NWP
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
NWP has not addressed my concern. I was not stating that I wasn't reimbursed for over a year. I was reimbursed due to my diligence with my residence management. I stated that being over-billed is a practice of NWP. My concern is my bill for services July 2015 to present is not reflecting the correct usage. Each time I call NWP and discuss this problem, I am told that there "is a problem with your service since I see a spike in your service". Customer service continues to tell me about dates on which my service "spiked" with little to no explanation. I have called at least 4 times. I am questioning why my usage went from 531- 1 gallon units per month to double that amount thereafter, see the period mentioned above.
As I stated, my usage was between 500-600 1 gallon units per month for years and then again back on June 2015. This is where it should be. My home situation has not changed and there is not a problem such as a leak in my apartment. My maintenance has checked several times.
As far as "taking it up with my apartment complex", my apartment has been contacted numerous times and claims that my meter must be broken. There has to be an explanation as to why my water usage went from your bill on June 2015 of 531 - 1 gallon units to 1400 1-gallon units every month thereafter. NWP has not addressed that issue which is the real problem I have been trying to address. Look at my previous water bills for years 2012- 2013 and the beginning of 2014. I cannot retrieve those bills online as NWP does not make them available anymore to me anymore, I tried. I have bills showing when my bill went from between 500-600 1-gallon units in 2014 to being "estimated" at 3270 1-gallon units per month.
Then water usage went back again to 531-1 gallon units after NWP "fixed" my meter. So why did the bill go up again 1 month later? Because my meter is not fixed. I have been living in this unit since 2008., alone!
Regards,
[redacted]
Hello Ms. [redacted]
9pt;">Thank you so much for reaching out to us regarding your concern with NWP. We apologize that you experienced any inconvenience in making your payment as this is not our intention. What you experienced is not a typical occurrence and will investigate to inquire about what occurred. Nonetheless, we will be more than happy to apply a credit of $3.50 to your NWP account. Please note our following payment options, below:
Check by mail to the payment processing center address stated on the payment stub portion of your NWP bill
Visa / MC Credit / debit card via our resident portal at one.nwpresident.com, 24 hours a day, 7 days a week. You will be advised of a $3.50 applicable fee, should you choose to use this option
Visa / MC credit / debit card via our toll free hotline at 800-845-6767, 24 hours a day, 7 days a week. You will be advised of a $3.50 applicable fee, should you choose to use this option
eCheck payment via our resident portal at one.nwpresident.com, 24 hours a day, 7 days a week.
Direct payment made to your management office ONLY within the discretion and availability of the office
Should you have any further questions or concerns, please reach out to our Resident Services Manager at 949-253-2563
Hello Ms. [redacted]
Thank you so much for reaching out to us. NWP is a...
utility cost recovery company that works with your community to bill you for water and sewer. In review of your account, all metered usage for your unit is reflecting as actual usage (not estimation) and within average range for family of one or higher. We see no billing discrepancies at this time. Now, to further ensure that the usage being registered by your meter is indeed yours, we will request that your community contact NWP to facilitate a live bucket test. If you have any further questions or concerns, please contact our Resident Services Manager at [redacted]. Have a wonderful day and best regards.
Thank you for reaching out to NWP regarding the complaint submitted by Mr. [redacted].By 12-4-2014, NWP had provided the resident with the following items: NWP billing methodology letter which explaining the billing process for the resident’s community of Botanica on the GreenNWP...
Resident Billing Breakdown Report that detailed the specific local water department figures used to compile the April, May and June 2014 NWP billing statementsCopies of the Denver Water winter and summer rate detail This information provided full details which explained why NWP’s bills fluctuated during that time and how the NWP bills were calculated. As a courtesy to Mr. [redacted], we’ve credited his account a total of $42.00 in late fees which have accumulated since his concerns were addressed. [redacted], Manager of Resident ServicesNWP Services Corporation office: 949-253-2563 www.s[redacted]@nwpsc.com | www.nwpsc.com
This company have been nothing but horrible! Ever since my apartments management company switched to them for our water billing, I have been paying an unfair outrageous amount of money. No one seems too eager to fix a supposedly broken water meter and give me actual water readings. I am so annoyed with having to pay triple in water usage when I live alone in a one bedroom apartment. I feel like this company is scamming me for all the money they can take. This is so unfair and something needs to be done.
Hello Ms. [redacted] – First and foremost, NWP would like to relay it’s sincerest apology for any inconvenience. This is not our...
attention whatsoever. We’ve reached out to the community and reiterated that the closing of bills is to be performed by the community as the lease agreement, addendum or whatever contractual agreement was completed is between you and the community. They understood and would follow up with the responsible party to get this reconciled on the side of [redacted]. We also reached out to you directly and left you a voicemail. Should you have any additional questions or concerns regarding this particular matter, you may contact our Resident Services Manager at [redacted].