Quadvest, LP

Sent: Tuesday, June 14, 1:PM Subject: [redacted] This customer double paid We refunded her money but then her payment came back NSF It was a big mess She ended up owing us money WE explained account to her several timesSent her documents to back up what we were saying

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 They keep insisting they checked the meter june but that was because of their errorThey now state this month weve only used gallons of waterThere has to be something wrong with the system somewhere and they aren't attempting to find out what it isHow can we go from using gallons to gallons and then back to common sense tells you its not possible I need them to find out why theres an error in the reading As I said to themwe werent even home that month we were gone on vacations Regards,

This message is in response to the claim filed by [redacted] Revdex.com Case # [redacted] ; Mr [redacted] claims he isn’t getting his e-bill and he has to use us to get water Quadvest has reviewed our logs We show that Mr [redacted] is receiving e-bill notifications at [redacted] and [redacted] Attached are the e-bill notifications emailed September 25, at 4:p.m(regular bill) and October 19, at 8:a.m(Disconnect Notice) Quadvest has verified his email address and we are emailing the correct email address He can also login to his account 24/at https://www.iwebms.net/quadvest We offer paper bills by mail If Mr [redacted] would like to switch to paper bills we would be happy to oblige As a one-time courtesy, we have waived the penalty of $to Mr [redacted] account Mr [redacted] has an extraordinary payment history Quadvest appreciates his on time payments Mr [redacted] is correct with his statement that “he has to use us to get water” We own the CCN (Certificate of Convenience and Necessity) for the [redacted] Please let me know if you need any further information Thank you, Melonie [redacted] Escalation Manager Quadvest, L.P P.O.Box Tomball, Texas Main (281) 356- Direct (281) [redacted] Fax (281) [redacted] www.quadvest.com [email protected]

This message is in response to the claim filed by *** ***. Revdex.com Case # ***Ms*** claims the read cannot be correct. Attached is the read sheet we received from our 3rd party vendor, which shows her meter read at on 9/11. The two hash marks out beside her read
indicate that the meter reader questioned the high usage and re-read the meter. We sent out one of our operators to re-read the meter on 10/The read had increased to 835, and the operator took a picture of the meter register (see below)We have done flushing out in this districtWe do routine flushing . We flush to improve water quality and minimize
discolorationThe procedure involves the systematic opening and closing of
hydrants, one section of main at a time, to force the water through the pipes
at high velocity, removing accumulated mineral sediment until the water is
clearThe operation can take from a few minutes to over an hour, although most
last about minutes. This flushing does not involve customer meter's at all, nor do our billings to our customer reflect any flushing gallons. This is a requirement of the Texas Commission of Environmental Quality (TCEQ). Ms*** is correct in her statement that her neighborhood has no other options for water, this is true in any neighborhood, there is only water provider. We own the CCN (Certificate of Convenience and Necessity) for the Creekside Subdivision. There was an issue with Ms***'s reads earlier this year, we have adjusted her account, issued a credit, and set up a payment plan for her to pay off her bill over months. I've attached a copy of our tariff that shows our approved rates as of August 8, 2015. Our rates are approved by the Public Utility Commission of Texas (PUCT). I've also attached a copy of the approval for said rates, which is shown in section III of the Rate Case Sufficiency Notice. We have had multiple communications with Ms*** in the past week. We cannot determine how or where Ms*** used the water, only that the meter is working properly, test it to ensure it is reading accurately (which we did on June 1) and that the reading is correct. Please let me know if you need any further information

I received correspondence from Quadvest Utilities stating that this current bill is for 54 day cycle, and that following bills will return to the 30 day cycle. That would explain double charges.

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.  
They keep insisting they checked the meter june 2015 but that was because of their error. They now state this month weve only used 5000 gallons of water. There has to be something wrong with the system somewhere and they aren't attempting to find out what it is. How can we go from using 17000 gallons to 45000 gallons and then back to 5000.... common sense tells you its not possible. 
I need them to find out why theres an error in the reading.  As I said to them... we werent even home that month we were gone on vacations
Regards,

Sent: Tuesday, June 14, 2016 1:14 PM Subject: [redacted] This customer double paid.  We refunded her money but then her payment came back NSF.  It was a big mess.  She ended up owing us money.  WE explained account to her several times. Sent her documents to back up what we...

were saying.

The meter was checked in June of 2015 to verify the accuracy of the reading of the meter.  The meter accuracy test came back at 100%.  Again, we cannot determine where the water went, only that the meter has been read, and the meter is functioning properly, and what amount of water has flowed through the meter.  To restate, the meter was read on September 11th with a read of 830.  The meter was read again on October 1 with a read of 835.  The meter will be read again later this week (as part of our monthly meter reading cycle)  and that reading will determine the amount of her next bill, which will go out approximately October 23rd, with a due date of November 16th.  Quadvest has completed the investigation of this account.

This message is in response to the claim
filed by [redacted].  Revdex.com Case # [redacted]; Mr. [redacted] claims he isn’t getting
his e-bill and he has to use us to get water. 
Quadvest has reviewed our logs.  We show that Mr. [redacted] is receiving
e-bill notifications...

at [redacted] and [redacted].  Attached
are the e-bill notifications emailed September 25, 2015 at 4:45 p.m. (regular
bill) and October 19, 2015 at 8:17 a.m. (Disconnect Notice) 
Quadvest has verified his email address
and we are emailing the correct email address. 
He can also login to his account 24/7 at https://www.iwebms.net/quadvest.  We offer paper bills by mail.  If Mr. [redacted] would like to switch to
paper bills we would be happy to oblige.
As a one-time courtesy, we have waived
the penalty of $12.94 to Mr. [redacted] account.  Mr. [redacted] has an extraordinary payment
history.  Quadvest appreciates his on
time payments.
Mr. [redacted] is correct with his
statement that “he has to use us to get water”. 
We own the CCN (Certificate of Convenience and Necessity) for the [redacted]. 
 
Please let me know if you need any
further information.  Thank you,
Melonie [redacted]
Escalation Manager
Quadvest, L.P.
P.O.Box 409
Tomball, Texas 77377
Main (281) 356-5347
Direct (281) 3[redacted]
Fax (281) 3[redacted]
www.quadvest.com
[email protected]