Paducah Water Works

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Paducah Water Works Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] [redacted] Staff Member: Response: The customer's leak may have started as early as November, but did not hit a critical stage for them until April, By that point in time they had paid water bills that were increasing each month as the leak got worseOn May 7, the service was turned off for non-payThe customer contacted Paducah Water and service was restored even though the customer was unable to pay the bill and a payment plan was agreed tooOn June 9, the service was turned off for non-pay againAgain we agreed to a payment plan and the service was restoredOn July 2, another payment arrangement was made but the customer did not follow through with paymentOn August 7, the service was turned off for non-payAnother payment plan was agreed to but the check from the customer was returned by the bank for insufficient fundsOn September 4, a $payment was made on a $1,balanceOn September 11, the service was turned off for non-payWe checked the meter days later and found that the customer had turned the water onWe consider this as theft of service and our service technician noted that the residence still had a leakOur policy is to allow no more than two payment arrangements in a month periodIn this [redacted] we allowed fourSometime in late September or early October the customer had their leak repairedWe received proof of the repair on October 2, We waited until we had the most recent meter reading (October 28, 2015) so that we could determine the billing period with the highest usageThis allowed us to give the customer the highest leak adjustmentWhen the customer received their October bill they once again did not pay it and service was disconnectedA leak adjustment credit was issued to their account on Tuesday, November 10, for $This brought their account current and water service was restored that afternoonThe customer will have a bill of approximately $next month and then future bills will reflect their usage without a leakWe notify our customers that they are subject to disconnect using an automatic phone system and a note on the monthly bills in redWe do not have a way to "falsify" our recordsNo "intervention" was needed to resolve this issue Sent on: 11/13/8:56:AM

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. For your reference, details of the offer I reviewed appear below.This issue has been resolved, but to be clear, Paducah Water has never, (not even once), notified us of impending disconnection via mail or voicemailI have literally never seen a late notice in the mail and no voicemails have ever been left notifying us of the threat of loss of service Being that an operator told me on the 10th that a voicemail had been left despite my proof otherwise, I would call that a clear inaccuracy Paducah Water makes no effort to extend the customer the courtesy of warning them of disconnection Apparently, they are exempt for utility laws that govern most other companies thus can do whatever they want They hold the monopoly in our area, so we are forced to deal with their poor customer services practices.
Also, for the record, as explained to Ms***, we never committed a theft of service Our plumber turned the water on temporarily in an effort to identify the source of the leak The circumstances were unusual and VERY costly for our low income household We did our best under the circumstances Although this issue has now been resolved, Paducah Water really needs to work on customer service To be clear, the ENORMOUS home repair problem was a much larger issue for us than for Paducah Water, but they treated us as if we were lowly deadbeats rather than hardworking customers dealing with a very unfortunate situation Gratefully, our account has been reconciled and our bill credit was processed We appreciate the fact that Paducah Water kept up their end of the deal but the issue of failing to provide notice prior to disconnection still merits a complaint Despite the response from Paducah Water, that courtesy is absolutely NOT being extended to customers Regards,*** ***

Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Paducah Water Works
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]...

[redacted]
Staff Member:
Response:
The customer's leak may have started as early as November, 2013 but did not hit a critical stage for them until April, 2015. By that point in time they had paid water bills that were increasing each month as the leak got worse. On May 7, 2015 the service was turned off for non-pay. The customer contacted Paducah Water and service was restored even though the customer was unable to pay the bill and a payment plan was agreed too. On June 9, 2015 the service was turned off for non-pay again. Again we agreed to a payment plan and the service was restored. On July 2, 2015 another payment arrangement was made but the customer did not follow through with payment. On August 7, 2015 the service was turned off for non-pay. Another payment plan was agreed to but the check from the customer was returned by the bank for insufficient funds. On September 4, 2015 a $200 payment was made on a $1,203.50 balance. On September 11, 2015 the service was turned off for non-pay. We checked the meter 5 days later and found that the customer had turned the water on. We consider this as theft of service and our service technician noted that the residence still had a leak. Our normal policy is to allow no more than two payment arrangements in a 12 month period. In this [redacted] we allowed four. Sometime in late September or early October the customer had their leak repaired. We received proof of the repair on October 2, 2015. We waited until we had the most recent meter reading (October 28, 2015) so that we could determine the billing period with the highest usage. This allowed us to give the customer the highest leak adjustment. When the customer received their October bill they once again did not pay it and service was disconnected. A leak adjustment credit was issued to their account on Tuesday, November 10, 2015 for $421.95. This brought their account current and water service was restored that afternoon. The customer will have a bill of approximately $72 next month and then future bills will reflect their usage without a leak. We notify our customers that they are subject to disconnect using an automatic phone system and a note on the monthly bills in red. We do not have a way to "falsify" our records. No "intervention" was needed to resolve this issue.
Sent on: 11/13/2015 8:56:01 AM