I contacted this company to investigate water thief that I suspect are my neighbors, instead I got place on a long hold and when the representative came back she was rude and unprofessional. She told me that there was nothing that could be done and I know by law they are required to investigate the matter. I hung up and called back a few minutes later to speak with a supervisor only to get the same rudeness and unprofessionalism that I got from the customer service representative. I have been at my residence for almost 8 years and I always encounter some issue with this company. The have random water outages and when I call to inquire about it I get rude representatives and more unprofessional conduct! As a paying customer I deserve better! They belittle you just because you lack knowledge of how they run their business or anything in reference to water utility services as if I work for them. I am a law student, I'm not required to have knowledge of how to run or work for a water company... They really need to get it together because I am not the only person who feels over-charged for horrible services. Check out their Google reviews and it speaks volumes!
This company is unprofessional as well as rude! I have been at my residence for 8 years and I always have issues with their lack of professionalism and customer service! They are a bunch of middle-aged menopausal females with horrible attitudes towards paying customers! I should not have to be over-priced for horrible service and unprofessionalism.
Review: I was issued a water Bill for the amount of almost $6000 in one month. The bottom of the metter was busted and the metter is thier resonsiblity to fix then they fixed the metter but billed me the money for the watter then they claim I had another leak that they charged me another $1000 dollies for. I disagree with me owing this much for even two water leaks. I could have leaked outyhat much water with out seeing water standing in the are the leak were suppose to take place.I question an ex-employee who quit due to the company ethics. He said to have used that amout of water I would have water knew deep standing all around the leak even with draing. This ex-employee had worked 30 years in the water serves.Now today I check the metter and the company had replaced the metter and the new part was leaking I'm feeling very abused by this company but my hands are tyed because they are the only utility company in my area.Desired Settlement: I'm feel completely over charged even after thier adjustment I feel like because this is the only water serves avalible in the area they haveput meat a disadvantage. I shouldn't have to pay whatever they say or do with out mywater. There should be some other adjustment or way of appealing a Bill over $500 for a privet home.
Business
Response:
I looked at this account, they had several large leaks, two of which were a 460,000 gallon and a 173,300 gallon leak in 2012. They were given an adjustment on the account and have been paying extra on the account since then. If you need further information, please let me know.[redacted]CWSA Clerk
Review: On November 18, 2014, I sold my house located at [redacted]. Water service at this house is provided by the Castlewood Water & Sewage Authority, a public utility. On or shortly before November 27, the new owner of the house contacted the Castlewood Water & Sewage Authority to arrange for water service in her name and for my account to be closed. On November 27, I was present when an employee of the Castlewood Water & Sewage Authority came to [redacted] to take a final reading so the account could be closed. This employee asked me to show him where the water meter is located and I did so.On December 18, 2014 I was billed $24.00 for water service at [redacted] for the full month of December. When I inquired about this bill, I was told the company had been notified to close the account in November. However, the company's clerical employees had not actually cancelled my water service until December 1, therefore I was required to pay the company's minimum service charge of $24.00 for the month of December. I was told it is the company's policy to bill customers for the full minimum service charge of $24.00 even if their account is active only one day. Upon further inquiry I also learned that the new owner of the house was also billed for the full 31 days of December.The bill I received from the Cstlewood Water & Sewage Authority listed water consumption for the month of December as ZERO.Desired Settlement: I paid the bill sent to me by the Castlewood Water & Sewage Authority to avoid any credit issues that might arise. However, I feel the policies of the Castlewood Water & Sewage Authority, in this instance, are a violation of Virginina's consumer protection laws against being billed for goods or service not received, or the failure of a company's employees to update their accounts in a timely manner. I contend that the Castlewood Water & Sewage Authority owes me a refund in the amount of $24.00
Business
Response:
I have quickly reviewed the compliant and the custlmers payment history as well as discussing this issue with our office employees. At this moment, it appears that the customer was billed correctly. Our office staff attempted to explain to the customer that the December bill he received, was for water used in November. Our billing cycles mimic other utilities; customer is billed this month for services provided last month. Customer did not receive a January bill which indicates that he incurred no charges for the month of December. I will submit several months of the Customers billing cycles and payment dates for your review. As for the second part of the compliant regarding the new owner and said customer both receiving bills in December, I agree with the statement. The Authority, like all utilities, has a minimum monthly usage charge. At the time of the compliant, the water rates were: 0 to 2000 gallons used - $24.00All additional - 0.95/100 gallonsAny customer that is receiving service, be it one day or 30 days, is charged the minimum monthly rate simply because the customer has the ability to use any and all water that he/she desires and when property changes hands, as was this case, both the prior and current owner receive equal and fair treatment by paying for services that only they themselves received.Respectively Submitted,[redacted]Executive Director
Consumer
Response:
I have reviewed the response offer 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.
The bill I received in January of 2015 was not a November bill as stated by Mr. [redacted]. It was a December bill. The bill itself, a copy of which is attached to the original complaint, states that it is for service from December 1 through December 15 - a billing period of 14 days.My contention is that a phone call to the Water Authority to close an account constitutes an oral contract. Oral contracts are valid if steps are subsequently taken in furtherance of the contract. In this case an oral contract was made on November 27th when the Water Authority was requested to close my account. On that same day, an employee of the Water Authority came to [redacted] and took a final meter reading, which was a step in furtherance of the contract. The final bill records zero consumption for Dec. 1st. through Dec. 15th. which proves the contract.Mr. [redacted]'s claim that the Water Authority's practices parallel those of other utilities is incorrect. I checked and they do not. Other local utilities pro-rate their bills based upon the date the final reading was taken, not upon the date the date the account is closed by clerical employees. To do otherwise would make a final reading pointless.Mr. [redacted] statement that Water Authority employees attempted to explain that my final bill was for November service is also in error. Water Authority employees told me I was billed for December because my account was still active as of December 1st - and that if I had an open account for even one day I would be billed the minimum charge for the entire month. When I asked if [redacted] the new owner of my property, had an active account on December 1st. I was told she did. The Water Authority employees also confirmed the final reading date of November 27th. for my account.Regardless of what the Authority's clerical practices may happen to be, I contend I was billed for services I did not receive.
Regards,
Business
Response:
I have reviewed the September 2104, October 2014, November 2014, and December 2014 water bills for Mr. [redacted]. In response to this review, I offer the following:1. All water used during one month's billing cycle is due by the 10th day of the following month. 2. Mr. [redacted]'s meter was read on the 8th day of September 2014 at 3:16 pm and again on the 6th day of October 2014 at 11:34 am. Payment for water used between these two dates would be due by the 10th day of November 2015.3. Mr. [redacted]'s meter was read on the November 06, 2014 at approximately 1:19 pm. Payment for water used between 11:35 am on October 06, 2014 and November 06, 2014 (1:19pm) would be due by December 10, 2014.4. Mr. [redacted]'s meter was read on November 27th for the final time. Payment for the water used between November 06, 2015 and November 27th would be due by Jan 10, 2015. 5. As you can see from the information above, the normal billing cycle for Mr. [redacted] will split months. His meter is normally read between the 6th and 10th of each month. The water Mr. [redacted] used between November 06, 2014 and November 27, 2014 fell in the November 06, 2014 to December 10, 2014 billing cycle. This is why Mr. [redacted] received a water bill with a due date of January 10, 2015.6. Mr. [redacted] agrees that he used water up to November 27, 2014. Although the Castlewood Water and Sewage Authority's policies do not recognize verbal requests (persons wishing to connect to or disconnect from water and/or service must complete the applicable paperwork and present two forms of identification, one being a photo I.D.) the Authority does not challenge Mr. [redacted]'s statement concerning an employee (who was asked by Mr. [redacted]) turning the water off. Mr. [redacted] was not charged for water, or any other type of service after November 27. 7. Mr. [redacted] did not receive a bill for the December 10, 2014 to January 12, 2015 billing cycle.8. Mr. [redacted] has not approached either myself nor the Castlewood Water and Sewage Authority's Board of Directors to attempt to resolve this matter. The Board of Directors as well as myself will gladly meet with Mr. [redacted]. We ask that Mr. [redacted] bring water bills for the same months that I have referenced above.9. To date, Mr. [redacted] has not completed the necessary paperwork to have his service properly disconnected. 10. The Castlewood Water and Sewage Authority has not received any complaints or questions from the person now residing at the residence in question. The Authority's policy prohibits discussing a customer's account with a third party without written consent.11. If Mr. [redacted] does not wish to exercise his right to state his grievance to either myself or the Board of Directors, but insists on continuing to use the Revdex.com, I will be forced to turn this matter over to our legal counsel. Any further correspondence will immediately be forwarded to legal counsel for comment.12. I feel that Mr. [redacted] does not understand that the water he used between November 6th and November 27th did not have to be paid for until January 10, 2015. The Authority does not and cannot alter billing cycles each time someone disconnects from service in the middle of a billing cycle. We can only assure that customers are not charged for service after the disconnection date. Mr. [redacted] received a $24.00 water bill for the water he used between Nov. 06 and Nov. 27, 2014. This bill is a direct reflection of the Authority's minimum bill policy (0 to 2000 gallons - $24.00). Mr. [redacted] is fully aware of this policy.13. In fairness to all, I will make one last attempt to clarify our billing cycles and hopefully satisfy Mr. [redacted]. I will use Mr. [redacted]'s read dates. Mr. [redacted]'s meter was read on September 8, 2014. This reading was brought to the office and entered into the computer. The bill associated with this reading was mailed to Mr. [redacted] around the 25th of September. Mr. [redacted] had until October 10, 2014 to pay this bill. His meter was read again on October 6, 2014. That reading was brought to the office and entered into the computer. The bill for water used between September 8 and October 6 was mailed to Mr. [redacted] around the 26th of October. Payment was not due until November 10, 2014. Meter was read again on November 6, 2014, brought to the office and entered into the computer and bill mailed to Mr. [redacted] around the 26th of November, with a due date of DECEMBER 10, 2014. METER READ AGAIN ON NOVEMBER 27, 2014. BROUGHT TO THE OFFICE AND ENTERED INTO THE COMPUTER. THE BILL FOR THE WATER MR. [redacted] USED BETWEEN NOVEMBER 06 AND NOVEMBER 27, 2014 WAS NOT MAILED TO MR [redacted] UNTIL THE 3RD WEEK OF DECEMBER. WITH A DUE DATE OF JAN. 10, 2015. MR. [redacted] IS FULLY AWARE OF THE FACT THAT HE DOES NOT RECEIVE A WATER BILL UNTIL THE 3RD WEEK OF THE MONTH AND THAT IT IS NOT DUE UNTIL THE 10TH OF THE FOLLOWING MONTH. ALTHOUGH HE DISCONNECTED ON NOVEMBER 27TH, WE DID NOT IMMEDIATELY SEND HIM A BILL. WE FINISHED READING THE METERS OF OUR OTHER 2000 CUSTOMERS, ENTERED THE READINGS, AND MAILED THE BILLS TO ALL CUSTOMERS AS NORMALLY DONE, MONTH AFTER MONTH, AFTER MONTH.I regret that Mr. [redacted] did not come to me on this matter. I sincerely believe that he and I could have settled this matter without having to involve your office. The Castlewood Water and Sewage Authority makes every effort possible to ensure that customers are not charged one cent more than they owe. If Mr. [redacted] will meet with me and show that he does not owe the $24.00, I will personally guarantee that his money will be refunded, and I will extend my deepest and most sincere apology to him.Sincerely,[redacted], Executive DirectorCastlewood Water and Sewage Authority
Consumer
Response:
I accept Mr. [redacted]'s explanation concerning the Castlewood Water Authority's billing cycles.. HOWEVER: If the Water Authority employees had explained the billing to me in this manner, I would have been satisfied when I discussed this matter with them in person at the office in January. Furthermore,no one suggested it was necessary for me to sign anything to cancel my account. And none of the employees, all of whom were present, offered to help resolve my problem. [redacted]
Review: the water dept had made changes about billing and causing disconnections in our area. Some people were charged reconnect fees and some were not. When asked why they didn't send out letters explaining policies they said they don't do that anymore. Also Russell county board of supervisors agreed to charge [redacted] community double on water bills and charge for sewer. we told them that we had our on sewer they said we would have to go to health dept to prove and that someone should have been by to talk to us and no one has been by. We know one on the water board and was not aware of these changes and told them they couldn't charge sewer bills to the ones that have own sewer. so they disconnected ours for being one day late and then charged us $100 reconnect fee.Desired Settlement: it was disconnected due to we were charged for sewer and we have our own. plus short notice in changes of policies.
Business
Response:
I represent the Castlewood Water & Sewage Authority ("Authority"). The Authority was created by the Russell County Board of Supervisors pursuant to the Virginia Water and Waste Authorities Act. The Authority is a non-profit, governmental entity, which provides water and sewer service to its customers. I have reviewed the complaint referenced above, filed on October 22, 2013. The complainant has made a number of allegations against the Authority. First, the complainant alleges that some customers were charged a reconnect fee after disconnection for non-payment and some were not charged the reconnect fee. This statement is incorrect. The Authority's policy is to charge a $100.00 reconnection fee in all cases of disconnection for non-payment of fees. This policy is applied uniformly to all delinquent customers. No exceptions have been made. Second, the complainant states that the Russell County Board of Supervisors agreed to charge the "[redacted] community double on water bills and charge for sewer." The Russell County Board of Supervisors owns the [redacted] sewer system, and the Authority operates the system. All fees for the [redacted] sewer are set by the Board of Supervisors, not the Authority. Third, the complainant alleges that he should not be required to pay for sewer service since he claims to have his own septic system. Virginia Code § 15.2-5137 provides that a landowner whose property abuts or is adjacent to a street or other public right of way which contains a sewer line, an authority, with the concurrence of the county, may require the landowner to connect to the sewer system. However, § 15.2-5137(C) provides that if a person has a private septic system which meets the applicable standards of the Virginia Department of Health, he or she shall not be required to connect to the sewer system. However, he or she may be required to pay a connection fee, a front footage fee, and a monthly nonuser service charge. Accordingly, Virginia law permits the Authority to require the complainant to pay certain sewer fees, even though he may not be a customer. Finally, the complainant alleges that his water service was disconnected after being only one day late. The Board of Directors of the Authority recently changed the water and sewer disconnect policy in light of increasing numbers of delinquent accounts. The Authority's policy is to disconnect customers whose accounts are unpaid ten days after the due date. Therefore, if a customer's account remains unpaid ten days after it becomes due, the Authority disconnects the customer. I have enclosed a copy of the complainant's Customer Transaction History, which shows his account activity from October 30, 2000 to the present. During that time, the complainant was charged a penalty for late payment of his bills 114- times. Although the Authority is a non-profit governmental entity, it has substantial operational costs, including but not limited to, paying its employees, repairs and maintenance, and debt service on outstanding federal loans which fund water and sewer projects. The Authority is able to pay its expenses through the monthly fees it charges for its water and sewer service. If the Authority did not enforce its policies regarding delinquent accounts, it would leave large sums uncollected, and would result in customers who pay their bills on time carrying the load for those who do not. If I can be of further assistance, please do not hesitate to contact me. With best regards, [redacted]
I contacted this company to investigate water thief that I suspect are my neighbors, instead I got place on a long hold and when the representative came back she was rude and unprofessional. She told me that there was nothing that could be done and I know by law they are required to investigate the matter. I hung up and called back a few minutes later to speak with a supervisor only to get the same rudeness and unprofessionalism that I got from the customer service representative. I have been at my residence for almost 8 years and I always encounter some issue with this company. The have random water outages and when I call to inquire about it I get rude representatives and more unprofessional conduct! As a paying customer I deserve better! They belittle you just because you lack knowledge of how they run their business or anything in reference to water utility services as if I work for them. I am a law student, I'm not required to have knowledge of how to run or work for a water company... They really need to get it together because I am not the only person who feels over-charged for horrible services. Check out their Google reviews and it speaks volumes!
This company is unprofessional as well as rude! I have been at my residence for 8 years and I always have issues with their lack of professionalism and customer service! They are a bunch of middle-aged menopausal females with horrible attitudes towards paying customers! I should not have to be over-priced for horrible service and unprofessionalism.
Review: I was issued a water Bill for the amount of almost $6000 in one month. The bottom of the metter was busted and the metter is thier resonsiblity to fix then they fixed the metter but billed me the money for the watter then they claim I had another leak that they charged me another $1000 dollies for. I disagree with me owing this much for even two water leaks. I could have leaked outyhat much water with out seeing water standing in the are the leak were suppose to take place.I question an ex-employee who quit due to the company ethics. He said to have used that amout of water I would have water knew deep standing all around the leak even with draing. This ex-employee had worked 30 years in the water serves.Now today I check the metter and the company had replaced the metter and the new part was leaking I'm feeling very abused by this company but my hands are tyed because they are the only utility company in my area.Desired Settlement: I'm feel completely over charged even after thier adjustment I feel like because this is the only water serves avalible in the area they haveput meat a disadvantage. I shouldn't have to pay whatever they say or do with out mywater. There should be some other adjustment or way of appealing a Bill over $500 for a privet home.
Business
Response:
I looked at this account, they had several large leaks, two of which were a 460,000 gallon and a 173,300 gallon leak in 2012. They were given an adjustment on the account and have been paying extra on the account since then. If you need further information, please let me know.[redacted]CWSA Clerk
Review: On November 18, 2014, I sold my house located at [redacted]. Water service at this house is provided by the Castlewood Water & Sewage Authority, a public utility. On or shortly before November 27, the new owner of the house contacted the Castlewood Water & Sewage Authority to arrange for water service in her name and for my account to be closed. On November 27, I was present when an employee of the Castlewood Water & Sewage Authority came to [redacted] to take a final reading so the account could be closed. This employee asked me to show him where the water meter is located and I did so.On December 18, 2014 I was billed $24.00 for water service at [redacted] for the full month of December. When I inquired about this bill, I was told the company had been notified to close the account in November. However, the company's clerical employees had not actually cancelled my water service until December 1, therefore I was required to pay the company's minimum service charge of $24.00 for the month of December. I was told it is the company's policy to bill customers for the full minimum service charge of $24.00 even if their account is active only one day. Upon further inquiry I also learned that the new owner of the house was also billed for the full 31 days of December.The bill I received from the Cstlewood Water & Sewage Authority listed water consumption for the month of December as ZERO.Desired Settlement: I paid the bill sent to me by the Castlewood Water & Sewage Authority to avoid any credit issues that might arise. However, I feel the policies of the Castlewood Water & Sewage Authority, in this instance, are a violation of Virginina's consumer protection laws against being billed for goods or service not received, or the failure of a company's employees to update their accounts in a timely manner. I contend that the Castlewood Water & Sewage Authority owes me a refund in the amount of $24.00
Business
Response:
I have quickly reviewed the compliant and the custlmers payment history as well as discussing this issue with our office employees. At this moment, it appears that the customer was billed correctly. Our office staff attempted to explain to the customer that the December bill he received, was for water used in November. Our billing cycles mimic other utilities; customer is billed this month for services provided last month. Customer did not receive a January bill which indicates that he incurred no charges for the month of December. I will submit several months of the Customers billing cycles and payment dates for your review. As for the second part of the compliant regarding the new owner and said customer both receiving bills in December, I agree with the statement. The Authority, like all utilities, has a minimum monthly usage charge. At the time of the compliant, the water rates were: 0 to 2000 gallons used - $24.00All additional - 0.95/100 gallonsAny customer that is receiving service, be it one day or 30 days, is charged the minimum monthly rate simply because the customer has the ability to use any and all water that he/she desires and when property changes hands, as was this case, both the prior and current owner receive equal and fair treatment by paying for services that only they themselves received.Respectively Submitted,[redacted]Executive Director
Consumer
Response:
I have reviewed the response offer 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.
The bill I received in January of 2015 was not a November bill as stated by Mr. [redacted]. It was a December bill. The bill itself, a copy of which is attached to the original complaint, states that it is for service from December 1 through December 15 - a billing period of 14 days.My contention is that a phone call to the Water Authority to close an account constitutes an oral contract. Oral contracts are valid if steps are subsequently taken in furtherance of the contract. In this case an oral contract was made on November 27th when the Water Authority was requested to close my account. On that same day, an employee of the Water Authority came to [redacted] and took a final meter reading, which was a step in furtherance of the contract. The final bill records zero consumption for Dec. 1st. through Dec. 15th. which proves the contract.Mr. [redacted]'s claim that the Water Authority's practices parallel those of other utilities is incorrect. I checked and they do not. Other local utilities pro-rate their bills based upon the date the final reading was taken, not upon the date the date the account is closed by clerical employees. To do otherwise would make a final reading pointless.Mr. [redacted] statement that Water Authority employees attempted to explain that my final bill was for November service is also in error. Water Authority employees told me I was billed for December because my account was still active as of December 1st - and that if I had an open account for even one day I would be billed the minimum charge for the entire month. When I asked if [redacted] the new owner of my property, had an active account on December 1st. I was told she did. The Water Authority employees also confirmed the final reading date of November 27th. for my account.Regardless of what the Authority's clerical practices may happen to be, I contend I was billed for services I did not receive.
Regards,
Business
Response:
I have reviewed the September 2104, October 2014, November 2014, and December 2014 water bills for Mr. [redacted]. In response to this review, I offer the following:1. All water used during one month's billing cycle is due by the 10th day of the following month. 2. Mr. [redacted]'s meter was read on the 8th day of September 2014 at 3:16 pm and again on the 6th day of October 2014 at 11:34 am. Payment for water used between these two dates would be due by the 10th day of November 2015.3. Mr. [redacted]'s meter was read on the November 06, 2014 at approximately 1:19 pm. Payment for water used between 11:35 am on October 06, 2014 and November 06, 2014 (1:19pm) would be due by December 10, 2014.4. Mr. [redacted]'s meter was read on November 27th for the final time. Payment for the water used between November 06, 2015 and November 27th would be due by Jan 10, 2015. 5. As you can see from the information above, the normal billing cycle for Mr. [redacted] will split months. His meter is normally read between the 6th and 10th of each month. The water Mr. [redacted] used between November 06, 2014 and November 27, 2014 fell in the November 06, 2014 to December 10, 2014 billing cycle. This is why Mr. [redacted] received a water bill with a due date of January 10, 2015.6. Mr. [redacted] agrees that he used water up to November 27, 2014. Although the Castlewood Water and Sewage Authority's policies do not recognize verbal requests (persons wishing to connect to or disconnect from water and/or service must complete the applicable paperwork and present two forms of identification, one being a photo I.D.) the Authority does not challenge Mr. [redacted]'s statement concerning an employee (who was asked by Mr. [redacted]) turning the water off. Mr. [redacted] was not charged for water, or any other type of service after November 27. 7. Mr. [redacted] did not receive a bill for the December 10, 2014 to January 12, 2015 billing cycle.8. Mr. [redacted] has not approached either myself nor the Castlewood Water and Sewage Authority's Board of Directors to attempt to resolve this matter. The Board of Directors as well as myself will gladly meet with Mr. [redacted]. We ask that Mr. [redacted] bring water bills for the same months that I have referenced above.9. To date, Mr. [redacted] has not completed the necessary paperwork to have his service properly disconnected. 10. The Castlewood Water and Sewage Authority has not received any complaints or questions from the person now residing at the residence in question. The Authority's policy prohibits discussing a customer's account with a third party without written consent.11. If Mr. [redacted] does not wish to exercise his right to state his grievance to either myself or the Board of Directors, but insists on continuing to use the Revdex.com, I will be forced to turn this matter over to our legal counsel. Any further correspondence will immediately be forwarded to legal counsel for comment.12. I feel that Mr. [redacted] does not understand that the water he used between November 6th and November 27th did not have to be paid for until January 10, 2015. The Authority does not and cannot alter billing cycles each time someone disconnects from service in the middle of a billing cycle. We can only assure that customers are not charged for service after the disconnection date. Mr. [redacted] received a $24.00 water bill for the water he used between Nov. 06 and Nov. 27, 2014. This bill is a direct reflection of the Authority's minimum bill policy (0 to 2000 gallons - $24.00). Mr. [redacted] is fully aware of this policy.13. In fairness to all, I will make one last attempt to clarify our billing cycles and hopefully satisfy Mr. [redacted]. I will use Mr. [redacted]'s read dates. Mr. [redacted]'s meter was read on September 8, 2014. This reading was brought to the office and entered into the computer. The bill associated with this reading was mailed to Mr. [redacted] around the 25th of September. Mr. [redacted] had until October 10, 2014 to pay this bill. His meter was read again on October 6, 2014. That reading was brought to the office and entered into the computer. The bill for water used between September 8 and October 6 was mailed to Mr. [redacted] around the 26th of October. Payment was not due until November 10, 2014. Meter was read again on November 6, 2014, brought to the office and entered into the computer and bill mailed to Mr. [redacted] around the 26th of November, with a due date of DECEMBER 10, 2014. METER READ AGAIN ON NOVEMBER 27, 2014. BROUGHT TO THE OFFICE AND ENTERED INTO THE COMPUTER. THE BILL FOR THE WATER MR. [redacted] USED BETWEEN NOVEMBER 06 AND NOVEMBER 27, 2014 WAS NOT MAILED TO MR [redacted] UNTIL THE 3RD WEEK OF DECEMBER. WITH A DUE DATE OF JAN. 10, 2015. MR. [redacted] IS FULLY AWARE OF THE FACT THAT HE DOES NOT RECEIVE A WATER BILL UNTIL THE 3RD WEEK OF THE MONTH AND THAT IT IS NOT DUE UNTIL THE 10TH OF THE FOLLOWING MONTH. ALTHOUGH HE DISCONNECTED ON NOVEMBER 27TH, WE DID NOT IMMEDIATELY SEND HIM A BILL. WE FINISHED READING THE METERS OF OUR OTHER 2000 CUSTOMERS, ENTERED THE READINGS, AND MAILED THE BILLS TO ALL CUSTOMERS AS NORMALLY DONE, MONTH AFTER MONTH, AFTER MONTH.I regret that Mr. [redacted] did not come to me on this matter. I sincerely believe that he and I could have settled this matter without having to involve your office. The Castlewood Water and Sewage Authority makes every effort possible to ensure that customers are not charged one cent more than they owe. If Mr. [redacted] will meet with me and show that he does not owe the $24.00, I will personally guarantee that his money will be refunded, and I will extend my deepest and most sincere apology to him.Sincerely,[redacted], Executive DirectorCastlewood Water and Sewage Authority
Consumer
Response:
I accept Mr. [redacted]'s explanation concerning the Castlewood Water Authority's billing cycles.. HOWEVER: If the Water Authority employees had explained the billing to me in this manner, I would have been satisfied when I discussed this matter with them in person at the office in January. Furthermore,no one suggested it was necessary for me to sign anything to cancel my account. And none of the employees, all of whom were present, offered to help resolve my problem. [redacted]
Review: the water dept had made changes about billing and causing disconnections in our area. Some people were charged reconnect fees and some were not. When asked why they didn't send out letters explaining policies they said they don't do that anymore. Also Russell county board of supervisors agreed to charge [redacted] community double on water bills and charge for sewer. we told them that we had our on sewer they said we would have to go to health dept to prove and that someone should have been by to talk to us and no one has been by. We know one on the water board and was not aware of these changes and told them they couldn't charge sewer bills to the ones that have own sewer. so they disconnected ours for being one day late and then charged us $100 reconnect fee.Desired Settlement: it was disconnected due to we were charged for sewer and we have our own. plus short notice in changes of policies.
Business
Response:
I represent the Castlewood Water & Sewage Authority ("Authority"). The Authority was created by the Russell County Board of Supervisors pursuant to the Virginia Water and Waste Authorities Act. The Authority is a non-profit, governmental entity, which provides water and sewer service to its customers. I have reviewed the complaint referenced above, filed on October 22, 2013. The complainant has made a number of allegations against the Authority. First, the complainant alleges that some customers were charged a reconnect fee after disconnection for non-payment and some were not charged the reconnect fee. This statement is incorrect. The Authority's policy is to charge a $100.00 reconnection fee in all cases of disconnection for non-payment of fees. This policy is applied uniformly to all delinquent customers. No exceptions have been made. Second, the complainant states that the Russell County Board of Supervisors agreed to charge the "[redacted] community double on water bills and charge for sewer." The Russell County Board of Supervisors owns the [redacted] sewer system, and the Authority operates the system. All fees for the [redacted] sewer are set by the Board of Supervisors, not the Authority. Third, the complainant alleges that he should not be required to pay for sewer service since he claims to have his own septic system. Virginia Code § 15.2-5137 provides that a landowner whose property abuts or is adjacent to a street or other public right of way which contains a sewer line, an authority, with the concurrence of the county, may require the landowner to connect to the sewer system. However, § 15.2-5137(C) provides that if a person has a private septic system which meets the applicable standards of the Virginia Department of Health, he or she shall not be required to connect to the sewer system. However, he or she may be required to pay a connection fee, a front footage fee, and a monthly nonuser service charge. Accordingly, Virginia law permits the Authority to require the complainant to pay certain sewer fees, even though he may not be a customer. Finally, the complainant alleges that his water service was disconnected after being only one day late. The Board of Directors of the Authority recently changed the water and sewer disconnect policy in light of increasing numbers of delinquent accounts. The Authority's policy is to disconnect customers whose accounts are unpaid ten days after the due date. Therefore, if a customer's account remains unpaid ten days after it becomes due, the Authority disconnects the customer. I have enclosed a copy of the complainant's Customer Transaction History, which shows his account activity from October 30, 2000 to the present. During that time, the complainant was charged a penalty for late payment of his bills 114- times. Although the Authority is a non-profit governmental entity, it has substantial operational costs, including but not limited to, paying its employees, repairs and maintenance, and debt service on outstanding federal loans which fund water and sewer projects. The Authority is able to pay its expenses through the monthly fees it charges for its water and sewer service. If the Authority did not enforce its policies regarding delinquent accounts, it would leave large sums uncollected, and would result in customers who pay their bills on time carrying the load for those who do not. If I can be of further assistance, please do not hesitate to contact me. With best regards, [redacted]