Re-Bath

[redacted] with the Revdex.com and [redacted] ***, General Manager/CEO, requested that WSSC's Customer Service Department review your account for a further reduction of charges due to the discolored water you experiencedFirst, please accept our sincere apology for the inconvenience you experienced due to the discolored water in your homeQuality customer service is a priority for WSSC and we are always disappointed to learn of instances in which we did not meet our customers' expectationsOf course, WSSC wants our product to be perfect, and we regret any difficulties our Customers encounter with our water.First, thank you for bringing this important matter to our attention and be assured that we have used your experience as a training opportunity for our Customer Service AdvisorsAt WSSCWe are always looking for ways to improve our service, and your feedback is an invaluable part of that process.In accordance with WSSC Standard Procedures 10-01, Section 3.9, a bill shall be adjusted when a Customer has experienced a high bill(s) due to having to run the water in the home to clear discolorationConfirmation of the discolored water shall be provided by maintenance records, or be otherwise verified by WSSC staffThe adjusted bill will exclude both water and sewer charges in excess of the comparable average daily consumption (ADC) or, if unavailable, the Current ADC.According to work order [redacted] , on August 21, 2017, you reported to WSSC that you were experiencing heavy discolored water throughout your homeInitially, we canceled $in water/sewer charges reflected on your May through August 31, bill and re-billed the account $for the same period, providing a $total net reduction in charges ($1,- $= $954.90)Thank you for your October 25, payment of $200.00Since this reduction was not satisfactory to you, we canceled $in water/sewer charges reflected on your August 31, adjusted bill and re-billed the account $for the same period, providing an additional $reduction, for a total $1,net reduction in charges ($1,- $= $1,848.14)Consequently, your account currently reflects a $Credit balance that will be applied to your next billThe adjusted bill is enclosed.I hope this amicably resolves your concerns and thank you for being a valued WSSC customer, If you have any questions, please feel free to contact me at ###-###-#### or [redacted] - [redacted] @wsscwater.com.Sincerely,Mpande M [redacted] Section Manager Research & Investigations Customer Service Department

WSSC is responding to the Revdex.com complaint filed on August 28, (and received September 14, 2016)I scheduled a September 28, water meter reading to verify the accuracy of the August 8, billed meter readingThree occupants should typically average approximately gallons per day (compared to the billed average daily consumption of gallons).If you have not done so already, you may wish to check the property for leaks, especially toilet leaks since toilet leaks are the leading cause of unexpectedly high billsYou may also wish to contact a registered plumberTo assist, you with your investigation, enclosed is "A Guide to Household Leak Detection" and some leak detection tabletsIf you locale any leaks and cannot repair them, please contact a registered plumberLocating and repairing leaks will prevent excess usage on future bills.As soon as our September 28, meter reading results are posted, I will contact youIf you have questions in the meantime, please contact an agent weekdays between 7:a.mand 7:p.mat ###-###-####,Sincerely,Stefanie P [redacted] CorrespondentCustomer Relations Group

From: Revdex.com of Metro Washington DCDate: Wed, Dec 7, at 11:AMMr [redacted] CourtUpper Marlboro, MD Re: Revdex.com Complaint No.: [redacted] WSSC Account # [redacted] [redacted] Court Dear Mr [redacted] : Ms [redacted] with The Revdex.com requested that we respond to your concerns regarding the $2,balance reflected on your account We appreciate your personal circumstances and the financial challenges facing all our customers during this difficult economy and understand the rising cost of utilities imposes a financial burden on consumers nationwide In our daily operations, we always consider the financial interests of all of our customers in the Washington Suburban Sanitary District Thank you for your patience while we investigated your concernsUnlike other utilities, WSSC accounts are assigned to the property; therefore, we have no way of knowing a property has changed occupancy unless the owners/occupants notify us Once we are notified that a property is being sold or a tenant will be moving into or out of a property, we can provide a "final bill" by visiting the property for a meter reading as close as possible to the settlement or moving date; or, when a property is served by an inside meter, the buyer, seller or tenant can provide us with a complete, 7-digit meter reading.According to our records, on December 8, 2014, a representative from [redacted] , LLC contacted us regarding the upcoming settlement We advised the caller that there was a large credit on the account created by company called ***, which we would be refunding to them In accordance with Maryland laws governing WSSC, a person may file a claim with the Commission for a refund of the amount of a fee or charge the person paid to the Commission that exceeds the amount that is properly and legally payable In other words, WSSC can only issue refunds to the payee at their request According to the recorded deed and our records, you became the owner of [redacted] Court on December 10, The previous owner’s December 9, final bill reflected a $1,credit balance Since you were not the payee, you are not entitled to benefit from this credit Since December 10, 2016, WSSC has issued regular quarterly bills to you reflecting your water/sewer usage However, we apologize for the confusion the credit balance indicated on these bills may have caused you On September 15, 2016, ***, the payee who created the $1,credit balance requested a refund As indicated above, WSSC is legally bound to refund such overpayments upon request by the person(s) who made the payment(s) Therefore, on October 7, 2016, we issued a $1,refund check to *** Some WSSC records are available to the public Before requesting a record, it may be helpful to first review theWSSC standard procedurethat explains the process for obtaining records pursuant to theMaryland Public Information ActWritten requests should be sent by regular U.Smail to: Corporate Secretary, Washington Suburban Sanitary Commission, [redacted] Lane, Laurel, MD or by email to [redacted] Also on October 7, 2016, since you had not made any payments since you purchased the property, we generated a $1,refund notice bill for unpaid water/sewer usage between December 10, and August 30, On December 5, 2016, we initiated the following special payment arrangement for you: ARRANGEMENT STATUS: O ACCOUNT NUMBER: [redacted] NEXT REGULAR RDNG DATE: ARGMNT NAME: [redacted] [redacted] ARGMNT ADDR: RHEIMS CT CALLER NAME: [redacted] TELEPHONE:(H) (W) ARRANGMNT AMTS: PRINT(Y/N): N ARRANGEMENT AMOUNT: ARRANGEMENT BEGIN: 12/23/ FREQ(W/B/M): M OUTSTANDING BALANCE: ARRANGEMENT END: 07/23/ TEXT(Y/N): Y PAID DUE DATE AMOUNT DUE PAID DUE DATE AMOUNT DUE ---- -------- ---------- ---- -------- ---------- N 12/23/ N 04/23/ N 01/23/ N 05/23/ N 02/23/ N 06/23/ N 03/23/ N 07/23/ Please be advised of the following:A late fee of 5% will appear on your next bill.Your payment arrangement will cancel, and your service will become available for disconnection, if your remittance is not credited to your WSSC account on the due date.Due to programming limitations, your payment arrangement will cancel and jeopardize your service if the amount paid is not at least the amount indicatedYou may remit more than the amount due if you wish.Individual payments may be DIFFERENT! Please refer to the above schedule for the specific payment arrangement amounts and dates.If your payment arrangement extends beyond your next scheduled bill, as yours does, to continue your payment arrangement and avoid a penalty on your current bill, your "new" bill must be PAID IN FULL prior to the "Due Date." If the current charges are not paid in full, your payment arrangement will cancel and water service will become available for immediate disconnectionAdditionally, your August through December 5, bill reflected a $balance due by January 6, Therefore, your account currently reflects a $2,total balance due However, you may be eligible for assistance through the Water Fund.The Water Fund is a program administered by the [redacted] that provides financial assistance to residential customers with delinquent water bills WSSC collects donations and coordinates the program; the [redacted] determines whether applicants qualify for assistance For your review, we have attached more information regarding the Water FundYou may also be interested to learn, WSSC has a new Customer Assistance Program (CAP) that provides financial assistance to approved residential customersIf you are enrolled in the Office of Home Energy Program (OHEP), you may qualify for CAPFor more information about OHEP, please contact the local office in the county of your residence:Prince George’s County Department of Social Services [redacted] RoadLandover, MD 20785###-###-#### or [redacted] CAP-approved customers will receive a credit on water and sewer bills to cover theReady to Serve ChargeThese customers will only be charged for their water and sewer usageCustomers can further reduce their bills through conservation.Ready-To-Serve ChargeThere are two components to this charge: (1) the $Account Maintenance Fee (AMF) which covers the cost to bring water and sewer service to every home and business; including meters, meter readers and billing; and (2) the $Infrastructure Investment Fee which is allocated to the replacement/rehabilitation of system infrastructure.If you are approved for CAP, you are automatically eligible for exemption from the $quarterly Chesapeake Bay Restoration Fundfee which WSSC administers on behalf of the State of MarylandFinally, we recognize that people use water differently However, typically, a person in the Washington Suburban Sanitary District uses approximately gallons of water per day Each property’s Average Daily Consumption (ADC) is determined by dividing the total number of gallons used in a billing period by the number of days in the same period During hot, dry conditions, general water consumption for landscaping, bathing, laundry, and overall water usage increases.Your December 5, bill reflects a 381-gallon ADC The ADC on the September 11, comparable bill was gallons This usage appears elevated compared to the historical usage at your property Your December 5, bill was based on an actual meter reading An actual reading is obtained from the remote reading device located outside your home The water meter is located inside your home To verify the accuracy of the December 5, bill, please contact us again with a current reading from the inside water meterCheck out ourHow to Read Your Water Meter videofor more details.Additionally, you may want to check your property for leaks, especially toilet leaks, since they are the most common cause of increased consumptionToilet leaks can be intermittent, audible, or silent A malfunctioning toilet can lose a significant amount of water each day To assist you, please refer to our guide to “Household Leak Detection.”Alternatively, although any leaking plumbing fixture is solely the responsibility of the property owner/occupant, WSSC offers a plumbing inspection to help residential customers locate leaks The inspection costs $per visit and the fee is charged to your water account Our inspector will check fixtures such as toilets, hose bibbs, and faucets However, our inspector cannot make repairs if a leak is identified Therefore, it may be more cost effective for you to hire a plumber who can make any necessary repairs To schedule an inspection, please contact our Customer Care Agents at ###-###-####, ###-###-####, or TTY ###-###-####, 7:a.mto 7:p.m., weekdays.We hope this information is helpful If you have any additional questions, please contact our Customer Service Advisors, at ###-###-####, ###-###-####, or TTY ###-###-####, 7:a.mto 7:p.m., weekdays You can also email us at [redacted] , or write to the address indicated belowSincerely, Kara MGM**Customer Relations Group Washington Suburban Sanitary Commission [redacted] LaneLaurel, MD 20707Phone: ###-###-####Facsimile: ###-###-####Email: [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I closed my original complaint with, "I subsequently removed myself from paperless billing as one attempt to work around the problem, but that did not workThey should not cite this as the cause of my problem." They clearly did not read my complaint carefully, because this was indeed their explanation for the cause of the problem My phone does not show the call from the IT person, and my answering machine does work, albeit after about rings I repeat that their website is horribly designed, and they should not be charging people to pay by other means until they fix it Regards, [redacted]

[redacted] To whom it may concern,I just wanted to let you know that [redacted] from ReBath at the corporate office in Arizonasent me a refund for the full amount we paid down for our shower so we are happy our issuehas been resolved [redacted] went above and beyond to help usWe are very happy Sincerely, [redacted]

So my tub and shower replacement went great, then a year down the road it started to crackSo I contacted them, they blamed meno one even came out So my tub and shower replacement went great, then a year down the road it started to crackSo I contacted them, they blamed me and told me it was my problemi find that shameful since I spent grand for a tub that didn't last but monthsOh and of course they didn't even send someone outjust told me over the phonegreat warranty

Dear Mr [redacted] :WSSC is responding to the referenced Revdex.com complaint regarding WSSC’s online bill payment servicesWe appreciate the opportunity to respond to your billing and payment concerns.Our records indicate that on April 6, 2016, your WSSC account was not enrolled in our ebill online bill payment serviceConsequently, the option to pay with your check at no charge was not an available option for you at that timeOur agent explained on April that because your ebill enrollment was canceled on April 6, you did not have access to the link to pay without a charge.A senior call center agent (supervisor) spoke to you regarding the issue on April and personnel from our IT Group tried contacting you on April to discuss the payment issues you were having; however, she noted that there was not an answering machine so she could not leave you a message.I apologize for the inconvenience you experienced while trying to pay your WSSC bill onlinewithout a service feeIf you have additional questions, please contact an agent weekdays between 7:a.mand 7:p.mat ###-###-####.Sincerely,Stefanie P [redacted] CorrespondentCustomer Relations GroupCC : [redacted] , Revdex.comWashington Suburban Sanitary Commission

We are responding to the referenced Revdex.com complaint related to *** *** ***'s claim number *** WSSC has investigated and responded to both the claimant and claimant's attorney. I hope this information is helpful If you have any questions, please
contact a Customer Service Advisor weekdays between 7:a.mand 7:p.mat ***.Sincerely,Stefanie P***CorrespondentCustomer Relations Group

Dear *** ***:We are responding to your January 19, complaint referenced above I apologize for WSSC's untimely billing that prevented you from locating and repairing your toilet leak and for the resulting inconvenience WSSC attempts to timely verify a high water meter reading
prior to mailing the bill In this instance, WSSC timely verified the high water meter reading but then failed to timely mail the bill.I have submitted a Dispute Resolving Board (DRB) review request for the April to August 10, unpaid adjusted bill The DRB reviews disputes involving unpaid charges The Customer Relations Group Leader must approve the request: therefore, it could be some time before we mail DRB information to you Consequently, I place a collection hold on the account through June 1,2016.You should continue to pay only the newly billed charges by the bill payment due date noted on each bill Once WSSC mails the DRB information (certified) you will have days to return a completed review request form Once we receive your completed form, we will place another collection hold on the account until the dispute is reviewed preventing WSSC from taking any collection action while your dispute is pending I hope this information is helpful If you have any questions, please contact me I can be reached weekdays between 6:a.mand 3:p.mat ###-###-#### or ***@wsscwater.com. Sincerely,Stefanie P***CorrespondentCustomer Relations Group

So my tub and shower replacement went great, then a year down the road it started to crackSo I contacted them, they blamed meno one even came out
So my tub and shower replacement went great, then a year down the road it started to crackSo I contacted them, they blamed me and told me it was my problemi find that shameful since I spent grand for a tub that didn't last but monthsOh and of course they didn't even send someone outjust told me over the phonegreat warranty

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:---------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Tue, Oct 4, at 8:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #.To: ---------- Forwarded message ----------From: *** *** *** *** Date: Mon, Oct 3, at 5:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com I had already checked the toilets for leaks but didn't find one on either toiletToday is October 3, and I am awaiting the new reader meter statusI surely hope that we can settle this problem ASAPI have paid WSSC $since I have requested an investigation Awaiting your response to the 2nd meter reading.*** * ***Regards,*** ***

Dear *** ***:We are responding to your January 29, complaint referenced aboveWSSC records indicate the following:On August 11, 2015, WSSC's Customer Relations Group received your August 3, hearing request formOn August 12, 2015, WSSC returned the form through email because your
narrative did not match your spreadsheet.On September 14, 2015, WSSC had no record of your response and renewed our requestOn September 15, 2015, you responded and provided an updated spreadsheetOn October 13, 2015, while preparing a hearing summary, WSSC, through email, sought clarification on your occupancy since your request form did not match what was on the accountOn October 20, 2015, you provided the requested information noting that WSSC would receive prompt responses in the future.On November 9, 2015, you provided WSSC with an updated spreadsheetOn November 16, 2015, you requested that we let you know if any other information was neededOn November 16, 2015, WSSC advised that management was reviewing the refund hearing packet and that as soon as all the information had been approved for hearing, the hearing administrator would contact you to schedule the hearing.WSSC received your most recent spreadsheet on November 9, 2015, three months after your original submissionand has responded to your inquiriesOur General Counsel's Office is currently reviewing the refund hearing packet and our hearing administrator will contact you once the hearing packet has been approved.I hope this information is helpfulIf you have any questions, please contact meI can be reached weekdays between 6:a.mand 3:p.mat *** or ***@wsscwater.com

*** *** *** with the Revdex.com and *** *** ** ***, General Manager/CEO, requested that WSSC's Customer Service Department review your account for a further reduction of charges due to the discolored water you experiencedFirst, please accept our sincere apology for the
inconvenience you experienced due to the discolored water in your homeQuality customer service is a priority for WSSC and we are always disappointed to learn of instances in which we did not meet our customers' expectationsOf course, WSSC wants our product to be perfect, and we regret any difficulties our Customers encounter with our water.First, thank you for bringing this important matter to our attention and be assured that we have used your experience as a training opportunity for our Customer Service AdvisorsAt WSSCWe are always looking for ways to improve our service, and your feedback is an invaluable part of that process.In accordance with WSSC Standard Procedures 10-01, Section 3.9, a bill shall be adjusted when a Customer has experienced a high bill(s) due to having to run the water in the home to clear discolorationConfirmation of the discolored water shall be provided by maintenance records, or be otherwise verified by WSSC staffThe adjusted bill will exclude both water and sewer charges in excess of the comparable average daily consumption (ADC) or, if unavailable, the Current ADC.According to work order ***, on August 21, 2017, you reported to WSSC that you were experiencing heavy discolored water throughout your homeInitially, we canceled $in water/sewer charges reflected on your May through August 31, bill and re-billed the account $for the same period, providing a $total net reduction in charges ($1,- $= $954.90)Thank you for your October 25, payment of $200.00Since this reduction was not satisfactory to you, we canceled $in water/sewer charges reflected on your August 31, adjusted bill and re-billed the account $for the same period, providing an additional $reduction, for a total $1,net reduction in charges ($1,- $= $1,848.14)Consequently, your account currently reflects a $Credit balance that will be applied to your next billThe adjusted bill is enclosed.I hope this amicably resolves your concerns and thank you for being a valued WSSC customer, If you have any questions, please feel free to contact me at ###-###-#### or ***-***@wsscwater.com.Sincerely,Mpande M*** Section Manager Research & Investigations Customer Service Department

From: Date: Wed, Oct 4, at 10:AMSubject: WSSC account #***- *** *** [InteractionID:***]To: ***@myRevdex.com.orgRe: Account # *** *** ***
ID ***Dear *** ***:Thank you for your recent letter.WSSC contacted *** *** directly regarding her complaint.If you have questions, please contact us again.Sincerely,Pamela J***Communications Specialist Customer Service Department

Dear Mr. [redacted]:WSSC is responding to the referenced Revdex.com complaint regarding WSSC’s online bill payment services. We appreciate the opportunity to respond to your billing and payment concerns.Our records indicate that on April 6, 2016, your WSSC account was not enrolled in our...

ebill online bill payment service. Consequently, the option to pay with your check at no charge was not an available option for you at that time. Our agent explained on April 7 that because your ebill enrollment was canceled on April 6, you did not have access to the link to pay without a charge.A senior call center agent (supervisor) spoke to you regarding the issue on April 8 and personnel from our IT Group tried contacting you on April 8 to discuss the payment issues you were having; however, she noted that there was not an answering machine so she could not leave you a message.I apologize for the inconvenience you experienced while trying to pay your WSSC bill onlinewithout a service fee. If you have additional questions, please contact an agent weekdays between 7:30 a.m. and 7:00 p.m. at ###-###-####.Sincerely,Stefanie P[redacted]CorrespondentCustomer Relations GroupCC : [redacted], Revdex.comWashington Suburban Sanitary Commission

WSSC is responding to the Revdex.com complaint filed on August 28, 2016 (and received September 14, 2016). I scheduled a September 28, 2016 water meter reading to verify the accuracy of the August 8, 2016 billed meter reading. Three occupants should typically average approximately 210...

gallons per day (compared to the billed average daily consumption of 378 gallons).If you have not done so already, you may wish to check the property for leaks, especially toilet leaks since toilet leaks are the leading cause of unexpectedly high bills. You may also wish to contact a registered plumber. To assist, you with your investigation, enclosed is "A Guide to Household Leak Detection" and some leak detection tablets. If you locale any leaks and cannot repair them, please contact a registered plumber. Locating and repairing leaks will prevent excess usage on future bills.As soon as our September 28, 2016 meter reading results are posted, I will contact you. If you have questions in the meantime, please contact an agent weekdays between 7:30 a.m. and 7:00 p.m. at ###-###-####,Sincerely,Stefanie P[redacted] CorrespondentCustomer Relations Group

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I closed my original complaint with, "I subsequently removed myself from paperless billing as one attempt to work around the problem, but that did not work. They should not cite this as the cause of my problem." They clearly did not read my complaint carefully, because this was indeed their explanation for the cause of the problem.  My phone does not show the call from the IT person, and my answering machine does work, albeit after about 7 rings.  I repeat that their website is horribly designed, and they should not be charging people to pay by other means until they fix it.
Regards,
[redacted]

WSSC is responding to your September 7, 2016 Belter Business Bureau complaint referenced above. We appreciate the opportunity to respond to your February 18 to August 15, 2016 billing concerns.Our records indicate that on August 18, 2016, you indicated that a toilet flapper had been replaced...

sometime in April or May and our agent suggested that the flapper issue may have caused your high August 15, 2016 bill. Our agent scheduled a meter change appointment for August 19 because she discovered that the meter was 23 years old. On August 23, 2016, our agent explained that the meter was being changed for preventive maintenance purposes. Our notes indicate that in a follow up conversation you advised that the toilet flapper had not been changed but agreed to dye test the toilet's flapper to ensure that there we no leaks.On or about September 7, 2016, WSSC processed the meter change field ticket that indicated there was a remote discrepancy with the inside main meter and outside remote reading device. WSSC initiated an adjustment to review the August 15, 2016 disputed bill for possible adjustment. In response to one of your emails, our agent explained that we only read the remote reading device (for billing), in other words, we are not aware of a remote discrepancy until such time as we obtain same day inside main and outside remote readings. WSSC has an adjustment policy specifically for remote discrepancies.The adjustment will take 6-8 weeks to process. If the pending adjustment is approved, you will receive an adjusted bill with an adjusted balance and new payment due date. If the adjustment is denied, WSSC will contact you to explain our decision.Our agent indicated on August 31. 2016, that WSSC's Dispute Resolving Board (DRB) reviews disputes involving unpaid charges. If the pending adjustment is denied or if it does not fully resolve your dispute, then please contact an agent to request DIUB review of the unpaid disputed bill. Customers arc asked for a comparable payment while their dispute is pending. We also place a collection hold on the account preventing any collection action on the unpaid balance. Once we receive your timely completedDRB request form, we then place another extended collection hold until such time and the DRB has had the chance to review and make a decision on your dispute.I hope this information is helpful. If you have questions, our agents can be reached weekdays between 7:30 a.m. and 7:00 p.m. at [redacted].Sincerely Stefanie P[redacted]CorrespondentCustomer Relations Groupcc: Revdex.com ([redacted])

From: Revdex.com of Metro Washington DCDate: Wed, Dec 7, 2016 at 11:14 AMMr. [redacted] CourtUpper Marlboro, MD 20772 Re:     Revdex.com Complaint No.: [redacted]          WSSC Account #[redacted]...

[redacted] Court Dear Mr. [redacted]: Ms. [redacted] with The Revdex.com requested that we respond to your concerns regarding the $2,531.25 balance reflected on your account.  We appreciate your personal circumstances and the financial challenges facing all our customers during this difficult economy and understand the rising cost of utilities imposes a financial burden on consumers nationwide.  In our daily operations, we always consider the financial interests of all of our customers in the Washington Suburban Sanitary District.  Thank you for your patience while we investigated your concerns. Unlike other utilities, WSSC accounts are assigned to the property; therefore, we have no way of knowing a property has changed occupancy unless the owners/occupants notify us.  Once we are notified that a property is being sold or a tenant will be moving into or out of a property, we can provide a "final bill" by visiting the property for a meter reading as close as possible to the settlement or moving date; or, when a property is served by an inside meter, the buyer, seller or tenant can provide us with a complete, 7-digit meter reading.According to our records, on December 8, 2014, a representative from [redacted], LLC contacted us regarding the upcoming settlement.  We advised the caller that there was a large credit on the account created by company called [redacted], which we would be refunding to them.  In accordance with Maryland laws governing WSSC, a person may file a claim with the Commission for a refund of the amount of a fee or charge the person paid to the Commission that exceeds the amount that is properly and legally payable.  In other words, WSSC can only issue refunds to the payee at their request.  According to the recorded deed and our records, you became the owner of [redacted] Court on December 10, 2014.  The previous owner’s December 9, 2014 final bill reflected a $1,501.48 credit balance.  Since you were not the payee, you are not entitled to benefit from this credit.  Since December 10, 2016, WSSC has issued regular quarterly bills to you reflecting your water/sewer usage.  However, we apologize for the confusion the credit balance indicated on these bills may have caused you.   On September 15, 2016, [redacted], the payee who created the $1,501.48 credit balance requested a refund.  As indicated above, WSSC is legally bound to refund such overpayments upon request by the person(s) who made the payment(s).  Therefore, on October 7, 2016, we issued a $1,501.48 refund check to [redacted].  Some WSSC records are available to the public.  Before requesting a record, it may be helpful to first review theWSSC standard procedurethat explains the process for obtaining records pursuant to theMaryland Public Information Act. Written requests should be sent by regular U.S. mail to: Corporate Secretary, Washington Suburban Sanitary Commission, [redacted] Lane, Laurel, MD 20707 or by email to[redacted]. Also on October 7, 2016, since you had not made any payments since you purchased the property, we generated a $1,911.79 refund notice bill for unpaid water/sewer usage between December 10, 2014 and August 30, 2016. On December 5, 2016, we initiated the following special payment arrangement for you:                                      ...⇄ ARRANGEMENT STATUS: O         ACCOUNT NUMBER: [redacted]                      NEXT REGULAR RDNG DATE:              ARGMNT NAME: [redacted]                  [redacted]                              ARGMNT ADDR: 8517       RHEIMS CT                                       ...⇄ NAME: [redacted]                                                    ...⇄ (W)                                      �...⇄ AMTS:                                     �...⇄ N  ARRANGEMENT AMOUNT:   1911.79    ARRANGEMENT BEGIN: 12/23/16   FREQ(W/B/M): M OUTSTANDING BALANCE:    2531.25     ARRANGEMENT END: 07/23/17     TEXT(Y/N): Y                                       �...⇄ DUE DATE      AMOUNT DUE       PAID     DUE DATE         AMOUNT DUE   ----     --------      ----------       ----     --------         ----------    N       12/23/16         239.00         N       04/23/17            239.00     N       01/23/17         239.00         N       05/23/17            239.00     N       02/23/17         239.00         N       06/23/17            239.00     N       03/23/17         239.00         N       07/23/17            238.79                                     ...⇄ be advised of the following:A late fee of 5% will appear on your next bill.Your payment arrangement will cancel, and your service will become available for disconnection, if your remittance is not credited to your WSSC account on the due date.Due to programming limitations, your payment arrangement will cancel and jeopardize your service if the amount paid is not at least the amount indicated. You may remit more than the amount due if you wish.Individual payments may be DIFFERENT! Please refer to the above schedule for the specific payment arrangement amounts and dates.If your payment arrangement extends beyond your next scheduled bill, as yours does, to continue your payment arrangement and avoid a penalty on your current bill, your "new" bill must be PAID IN FULL prior to the "Due Date." If the current charges are not paid in full, your payment arrangement will cancel and water service will become available for immediate disconnection. Additionally, your August 30 through December 5, 2016 bill reflected a $619.46 balance due by January 6, 2017.  Therefore, your account currently reflects a $2,531.25 total balance due.  However, you may be eligible for assistance through the Water Fund.The Water Fund is a program administered by the [redacted] that provides financial assistance to residential customers with delinquent water bills.  WSSC collects donations and coordinates the program; the [redacted] determines whether applicants qualify for assistance.  For your review, we have attached more information regarding the Water Fund. You may also be interested to learn, WSSC has a new Customer Assistance Program (CAP) that provides financial assistance to approved residential customers. If you are enrolled in the Office of Home Energy Program (OHEP), you may qualify for CAP. For more information about OHEP, please contact the local office in the county of your residence:Prince George’s County Department of Social Services[redacted] RoadLandover, MD 20785###-###-#### or  [redacted] CAP-approved customers will receive a credit on water and sewer bills to cover theReady to Serve Charge. These customers will only be charged for their water and sewer usage. Customers can further reduce their bills through conservation.Ready-To-Serve ChargeThere are two components to this charge: (1) the $16 Account Maintenance Fee (AMF) which covers the cost to bring water and sewer service to every home and business; including meters, meter readers and billing; and (2) the $14 Infrastructure Investment Fee which is allocated to the replacement/rehabilitation of system infrastructure.If you are approved for CAP, you are automatically eligible for exemption from the $15 quarterly Chesapeake Bay Restoration Fundfee which WSSC administers on behalf of the State of Maryland. Finally, we recognize that people use water differently.  However, typically, a person in the Washington Suburban Sanitary District uses approximately 70 gallons of water per day.  Each property’s Average Daily Consumption (ADC) is determined by dividing the total number of gallons used in a billing period by the number of days in the same period.  During hot, dry conditions, general water consumption for landscaping, bathing, laundry, and overall water usage increases.Your December 5, 2016 bill reflects a 381-gallon ADC.  The ADC on the September 11, 2015 comparable bill was 172 gallons.  This usage appears elevated compared to the historical usage at your property.  Your December 5, 2016 bill was based on an actual meter reading.  An actual reading is obtained from the remote reading device located outside your home.  The water meter is located inside your home.  To verify the accuracy of the December 5, 2016 bill, please contact us again with a current reading from the inside water meter. Check out ourHow to Read Your Water Meter videofor more details.Additionally, you may want to check your property for leaks, especially toilet leaks, since they are the most common cause of increased consumption. Toilet leaks can be intermittent, audible, or silent.  A malfunctioning toilet can lose a significant amount of water each day.  To assist you, please refer to our guide to “Household Leak Detection.”Alternatively, although any leaking plumbing fixture is solely the responsibility of the property owner/occupant, WSSC offers a plumbing inspection to help residential customers locate leaks.  The inspection costs $85 per visit and the fee is charged to your water account.  Our inspector will check fixtures such as toilets, hose bibbs, and faucets.  However, our inspector cannot make repairs if a leak is identified.  Therefore, it may be more cost effective for you to hire a plumber who can make any necessary repairs.  To schedule an inspection, please contact our Customer Care Agents at ###-###-####, ###-###-####, or TTY ###-###-####, 7:30 a.m. to 7:00 p.m., weekdays.We hope this information is helpful.  If you have any additional questions, please contact our Customer Service Advisors, at ###-###-####, ###-###-####, or TTY ###-###-####, 7:30 a.m. to 7:00 p.m., weekdays.  You can also email us at [redacted], or write to the address indicated below. Sincerely, Kara M. G. M**Customer Relations Group  Washington Suburban Sanitary Commission[redacted] LaneLaurel, MD 20707Phone: ###-###-####Facsimile: ###-###-####Email:[redacted]

I want to share a communication I had with an owner of Rebath Tucson. I was not satisfied with her response to my issues with the comppany after purchasing a bath to shower conversion with them. I wrote the following on April 30th:

Dear Ms. [redacted],

I wanted to contact you to give some feedback on my recent experience purchasing a tub to shower conversion from your company. I was already familiar with your product as we had a shower redone with your company 10 years ago. I have to say I have been more than satisfied with your product from that project. It is the biggest reason I chose your company for this current project.

While I love your product I really do not care for the way you sell it. To sit through a 2 hour presentation on your company is tedious and unnecessary. This project cost me $8000.00 and I did expect all pricing to be itemized and was told that was not possible. I ordered under a promotion of 1/2 off labor and was given $300.00 off. I do not believe the labor on this job was only $600.00. To get an additional amount off I was required to call previous customers to see if they were happy with the product. This was patently ridiculous. If you can offer a further discount your company should just do so without all this game playing.

During the presentation I was shown a dramatic presentation of a shower door coating and how it would repel all water and basically make my shower door maintenance free. I did not have a shower door installed on the first project 10 years ago so had no prior experience with this. I did order the coated door. While all other aspects of the current installed shower are wonderful the clear glass door does not live up to it's billing. I use a squeegee after each use and it still has water spots and streaks all over the door.

The salesperson for this job was Ramon. Although I told him when I would make a decision by, he called daily while I was getting other estimates and trying to make a decision which I did not appreciate. Then he said he would be here at the end of the install day which was the middle of February to be sure everything was okay. He never showed and I never heard from him until the end of March when he called at 7:00 pm one evening, said he was right outside my home and wanted to come in to see the shower. I told him no. It was creepy to say the least. He then showed up at the door with no prior phone call again just last week and asked again to see the shower. Another resident of the house let him in. His behavior is extremely rude, unprofessional and disturbing.

It is my hope that all these issues can be addressed. As I have said, you have a very good product overall, even if it is more expensive than other companies. But for the prices you charge the above issues should never be happening.

Ms [redacted] responded that she would address the issues with the salesperson and thanked me for my input. She made no offer to give me an itemized receipt, did not address how 1/2 off installation was only $300.00, or offer to check to be sure I had indeed received a treated shower door or why I may be experiencing an issue with my door that had been promoted as maintainence free. I think this company has very poor customer service overall, very aggressive sales people who are not truthful about the company's product and dubious sales practices. I will not be using them again nor can I recommend anyone else does either.