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Owen & Farney Attorneys at Law, PLLC

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Owen & Farney Attorneys at Law, PLLC Reviews (13)

Sent: Tuesday, August 23, 3:PM Subject: Response to Complaint # [redacted] Severn Trent Response: The customer’s meter was not registering actual usage at the residence This occurred during a period of months December through September During this period the customer was billed a minimum bill which included a minimum water and sewer charge The customer was not billed for actual water consumption through the meter After a new meter was installed in October of 2015, the customer was then billed for the actual water usage flowing through the new meter This did result in a higher bill for the customer which showed on the next billing cycle However, the new meter was tested for accuracy and the readings were in line with previous usage Occasionally meters are changed out due to age or defects and Severn Trent takes full responsibility We work diligently to identify and correct these problems The customer’s meter is performing to standard Readings are accurate along with appropriate charges billed to the customer Jeff [redacted] Customer Service Manager Severn Trent – North America West Grand Parkway North Suite Katy, Texas Direct: 281-579-Mobile: 832-302-Jeff[redacted] @stservices.com

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 I reject Severn Trent explanation as it is nothing but lies If this is scheduled maintenance then I should have been informed and I was not informed by any of the methods they stated When I cannot go to my job because of no water and no warning this is completely unacceptable I also know other people that live in the [redacted] area and they also were not informed and Customer Service is completely worthless as when I called them and they had no informationAgain if you have to turn the water off times in less than two weeks then the issue is the water company cannot do their job Why should I have to pay for water I am not getting and repairs due to their complete inability to provide a basic need – water.Their reply is just a bunch of standard bull I have lived other places for a lot longer than I have lived here and the water never went off Regards, [redacted]

From: [redacted] , Jeff [mailto:Jeff[redacted] @stservices.com] Sent: Friday, August 12, 3:PM To: drteam Subject: Response to Complaint # [redacted] Complaint Number: [redacted] Date opened: 5/26/Status: Open Customer Name: [redacted] Address: *** [redacted] *** [redacted] Phone: [redacted] Email: ***[redacted] @sri.com Complaint: On 4/21/16, I requested a disconnection of utility service and a final billThat request was then redirected to a disconnection date of 4/The final bill was received and paid on 4/28, in the amount of $On 5/26/16, I received a notice that I had to pay an additional $I verified the correct amount had been paid on 4/28, and even checked the math on service charges if they might appear at $2.98/dayWhen customer service was contacted, MrsPaula [redacted] (Severn Trent) stated that the charge was for "service charges between 4/and 4/22" (before I paid the final bill, and during that billing cycle those charges were assessed)I stated that those charges were paid for, and that the calculation was off, to which I was assured I was wrong with no further explanationWhen asked to speak with a supervisor, Paula refused instead offering to send me to her colleague to explain furtherIn the background, the colleague "Linda" was vocally abusive about my case and even went so far as to say "bring it on"She sent me directly to voicemailAfter going through similar calls to customer service, and the home office complaint department, where communication was confrontational and "so what, it's only $just pay it" was the response, I decided to submit this Revdex.com complaintI AM a Veteran, and responsible member of society; I pay my bills on time, and account for those bills accordingly (and have paid this one)But I do not believe this business' ethical practices nor their math on how they came up with the $is correctPlease redress this complaintDesired Resolution: I would like the business to redress this grievance, consider their practices and customer service personality issues, and verify that the charges filed on 5/are either completely wrong or inaccurately accounted for Severn Trent Response: This complaint was reviewed and the feedback in regards to MrsPaula [redacted] and Linda [redacted] was address with them It is our goal, to deliver service above the customer’s expectations each time we have the opportunity the serve our customers It is not Severn Trent’s operating policy to address customer issues in a manner deemed as abusive We apologize the service provided to Mr [redacted] and we will use this complaint as a training opportunity Mr [redacted] ’s account was audited and the following was revealed: Disconnection was requested on 4/21/and deployed to Field Operations, as a disconnection, on 4/22/ Examining the customer’s bills from the date the customer called to request disconnection, the following entries were recorded: April Billed for usage from 3/19/to 4/18/ Water Charge - Water Base – $ Water Debt SRVC - $ Storm Debt SRVC - $ Strom Fee - $ Sewer Fee - $ Sewer Debt SRVC - $ Garbage - $ Total Due prior to 5/18/- $Final Bill May Billed for usage from 4/19/to 4/22/ Water Base - $ Water Debt SRVC - $ Strom Debt SRVC - $ Strom Fee - $ Sewer Fee - $ Sewer Debt SRVC - $ Garbage - $ Total Due - $The bill calculations, per the District’s rate order, were found to be in accordance and accurate Jeff [redacted] Customer Service Manager Severn Trent – North America West Grand Parkway North Suite Katy, Texas Direct: 281-579-Mobile: 832-302-Jeff[redacted] @stservices.com

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 I am willing to pay the original late fee ($10), but the subsequent late fees are unfair as I paid on time and there was no explanation of the additional fees on my bills After I phoned them & spoke with the people (outlined in my original complaint) were not helpful, it appears the additional charges were levied because I didn't pay the original late fee I had repeatedly contacted them to contest this late fee by phone & email to no avail and additional charges should not be levied on items in dispute As I said in the original complaint, they did not contact me, & the email I was given was a dead endOnce the complaint was filed, my wife received a call & explained the situation to Teri She was very polite, however, the only recourse she gave was to take an additional $fee off & that we could write a letter to the board appealing for the others to be removed.I have reexamined the bills to see if there is a line item for the new fees on the bottom of the bill as is started in Severn Trent's response There is no line item on the bills, the balance forward of the new bill is just $larger than the balance of the old bill This is attempting to hide additional fees, and my second request to have Severn Trent put a line item on customer's bills for any fee assessed is to address these hidden fees and keep it from happening to their other customers.My final concern is that Severn Trent is slow in processing my payments which is causing these late fees For years I have been paying all my bills by mail by sending in the payment days before the due date This has always worked to get my payments to businesses on time even if they are in other states & far across the country I find it remarkable that the same system that has worked for years fails to work when sending a payment from Cypress, TX (a suburb of Houston) to Houston, TX which is all of one zip code away I also find it questionable that they are consistently one day behind on posting my payments My credit rating is exemplary and I have never had to pay a late fee to any other business Yet when I sent my payments to Severn Trent days before they are due, they are repeatedly processed just after the due date.In summary, I am willing to pay the 1st late fee, but all others should be removed from my account In addition, I am requesting that Severn Trent put a line item on customer's bills when fees are assessed to prevent hidden fees Regards, [redacted]

Tell us why here Revdex.com Complaint Response Complaint [redacted] Customer Account [redacted] Scheduled water outages in the [redacted] area from, July 8, through July 21, 2016, were implemented as a part of Severn Trent’s ongoing maintenance program During this period, our service technicians worked to isolate water valves that had the potential to fail Without this preventative maintenance being performed, the potential for water supply interruptions could multiply Unfortunately, this process took longer than due to the number of water valves that required replacement The maintenance program is a quality assurance measure in place to facilitate that water systems are meeting or exceeding all water standards mandated within the water industry Notification of scheduled outages is normally done through one or all of the following: A notification door tag is hung on the residence’s home explaining the approximate time the water outage will occur, approximately how long the outage will last, and the reason for the outage If the water outage is isolated to a specific number of homes, ST personnel will ring the home owner’s doorbell to explain, in detail, the reasons for the outage and what work is being done that will affect their water supply Communication through billing inserts in advance of scheduled work are also used to inform customers of possible water outages As a proactive measure, the Severn Trent Customer Service department is informed of scheduled water outages and will take preventative measures in the event a customer calls in Current water outages are posted internally They will list the outage area, approximate outage period, and the cause An email blast to customer’s email account is done notifying customers of potential outages and water quality issues With regards to the customer’s request for a refund for lost wages; the rate order for this specific district, [redacted] **, does not allow for reimbursement of lost wages Severn Trent is committed to delivering exceptional service to all customers We also, strive to improve the quality of our service through innovative processes, cutting edge technologies, and customer feedback Moving forward, Severn Trent will continue to be proactive in the community supplying important information as it pertains to water outages, services, and quality

We received Revdex.com complaint #***, regarding a $deposit and a $reconnection fee that was applied to the customer's account in September
The account was submitted to the Billing Department for a full audit to examine usage and the charges
that were accessed for water usage. The audit revealed the following:
Delinquent letters were mailed the residence explaining the process and the fees associated with service cut-off and reconnection. MUD District, (Fort Bend County MUD #119), will require a $deposit fee and a $reconnection if services are disconnected due to non-payment. These fees are mandated in the District’s rate order for all customers residing in Fort Bend County MUD #119.
Payment options for this District include:
1. ST Online
2. ST Phone
3. Credit Card
4. Debit card
5. Third party processorsThis includes bank bill paying services
6. Payment center drop box
7. US mail
Using the Severn Trent payment options, online and phone, will advise the customer of the processing time associated with the option they choseThis process could take up to business days. Normally, payments will post to customers’ accounts within hours after the payment was made.
The fees associated with disconnection can be disputed with the Board of Directors of Fort Bend County MUD #119. This will be done on Wednesday, October 5, 2016. The Area Manager for this district she will present the dispute to the Board. Shortly thereafter, The Board will render their decision. The Area Manager will reach out to the customer to discuss their decision. This is Not a policy of Severn Trent. This is a policy of
Fort Bend County MUD #

Sent: Monday, October 19, 10:AM To: *** Subject: Complaint #*** To Whom It May Concern, Severn Trent Services is responding to complaint ***, regarding customer Nathan Vanfarowe at Silverwood Trl, Cypress, Texas. The request was to
waive three $late fee charges from their account. However, after reviewing the account, it was noted that the customer received a $credit (waive fee) in March from two late fees in January and February. The Rate Order for the district states that a customer may receive one late fee waive credit per year. Since the customer has received the credit in March 2015, we are unable to credit additional fees. The second part of the request from the customer was for ST to have a line item showing the additional fees. This is already on the bill near the bottom if a penalty has been accessed on the account per the district’s Rate OrderWe have attempted to reach the customer via telephone but have no response to dateRespectfully, Todd ** B*** Director, Customer Relations Operating Services US Severn Trent Services Park Row Houston, TX Direct: 281-578-Cell: 309-Email: Todd.B@stservices.com www.severntrentservices.com

Tell us why here
1. Severn Trent will contact you to gain a better understanding of your complaint and to gather additional information if necessary. Your contact number is 281-650-
2. You are seeking a refund of
$159.00. One of two payments made to the account. These funds were posted to your account as follows:
Ø One payment of $was credited via online electronic payment system that you authorized This payment option is not same day posting as stated online. By using this option on the day your bill is due, will put your account in a delinquent status if not posted the same day
Ø A second payment of $was credited by money order that was physically brought into the payment center
Ø As a result, payments were credited to your account
3. Your complaint will be forwarded to the Severn Trent Area Manager of West Memorial MUD for review. The Area Manager will present your complaint the District Board
4. The Board of Directors for West Memorial MUD will review your complaint and render their decision
5. Customer contact information:
Anna *** Woodrose DrKaty , TX 77450Daytime Phone: 281-650-6451E-mail: [email protected]
Account ***

Severn Trent will address the professionalism issues brought to our attention in this complaint. This will be done through our corrective action process. Our records show that proper procedures were followed to disconnect services at the home and final billing was accurate in accordance with the District's rate order

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I am willing to pay the original late fee ($10), but the subsequent late fees are unfair as I paid on time and there was no explanation of the additional fees on my bills. After I phoned them & spoke with the people (outlined in my original complaint) were not helpful, it appears the additional charges were levied because I didn't pay the original late fee. I had repeatedly contacted them to contest this late fee by phone & email to no avail and additional charges should not be levied on items in dispute. As I said in the original complaint, they did not contact me, & the email I was given was a dead endOnce the complaint was filed, my wife received a call & explained the situation to Teri. She was very polite, however, the only recourse she gave was to take an additional $fee off & that we could write a letter to the board appealing for the others to be removed.I have reexamined the bills to see if there is a line item for the new fees on the bottom of the bill as is started in Severn Trent's response. There is no line item on the bills, the balance forward of the new bill is just $larger than the balance of the old bill. This is attempting to hide additional fees, and my second request to have Severn Trent put a line item on customer's bills for any fee assessed is to address these hidden fees and keep it from happening to their other customers.My final concern is that Severn Trent is slow in processing my payments which is causing these late fees. For years I have been paying all my bills by mail by sending in the payment days before the due date. This has always worked to get my payments to businesses on time even if they are in other states & far across the country. I find it remarkable that the same system that has worked for years fails to work when sending a payment from Cypress, TX (a suburb of Houston) to Houston, TX which is all of one zip code away. I also find it questionable that they are consistently one day behind on posting my payments. My credit rating is exemplary and I have never had to pay a late fee to any other business. Yet when I sent my payments to Severn Trent days before they are due, they are repeatedly processed just after the due date.In summary, I am willing to pay the 1st late fee, but all others should be removed from my account. In addition, I am requesting that Severn Trent put a line item on customer's bills when fees are assessed to prevent hidden fees
Regards,
*** *** ***

The account *** was finaled on 6/26/15. After applying part of the refund amount to the final bill due of $37.38, a check for $was sent to the customer. Due to the check being sent from the district which meets once a month, the check was sent and received by customer
11/30/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
My records indicate that repetitive responses are not solving the problem and the complaint remains unresolvedEnd automated message
Regards,

Tell us why here
Revdex.com Complaint Response
Complaint ***
Customer Account ***
Scheduled water outages in the *** *** area from, July 8, through July 21, 2016, were implemented as a part of Severn Trent’s ongoing maintenance program. During this period, our
service technicians worked to isolate water valves that had the potential to fail. Without this preventative maintenance being performed, the potential for water supply interruptions could multiply Unfortunately, this process took longer than due to the number of water valves that required replacement
The maintenance program is a quality assurance measure in place to facilitate that water systems are meeting or exceeding all water standards mandated within the water industry. Notification of scheduled outages is normally done through one or all of the following:
1. A notification door tag is hung on the residence’s home explaining the approximate time the water outage will occur, approximately how long the outage will last, and the reason for the outage
2. If the water outage is isolated to a specific number of homes, ST personnel will ring the home owner’s doorbell to explain, in detail, the reasons for the outage and what work is being done that will affect their water supply
3. Communication through billing inserts in advance of scheduled work are also used to inform customers of possible water outages
4. As a proactive measure, the Severn Trent Customer Service department is informed of scheduled water outages and will take preventative measures in the event a customer calls in
5. Current water outages are posted internally. They will list the outage area, approximate outage period, and the cause
6. An email blast to customer’s email account is done notifying customers of potential outages and water quality issues
With regards to the customer’s request for a refund for lost wages; the rate order for this specific district, *** *** **, does not allow for reimbursement of lost wages.
Severn Trent is committed to delivering exceptional service to all customers. We also, strive to improve the quality of our service through innovative processes, cutting edge technologies, and customer feedback.
Moving forward, Severn Trent will continue to be proactive in the community supplying important information as it pertains to water outages, services, and quality

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