Complaint: [redacted] I am rejecting/accepting in part this response because:While I appreciate the adjustment, this never should have happened in the first place.When I spoke with [redacted] today, she explained to me that there is no late fee for seniors, so I sent her my ebill from SAWS that clearly showed a $late fee on top of the $693, if not paid by April 23.She advised that there's a link to the pdf of the bill to see that there is no late fee, but why is there a late fee in one place, on the ebill I received and from which I pay my bills, and the "real" charges?Additionally, I just found out that I am paying over $a month for the meter, so why is SAWS "guestimating" my water usage instead of actually having it read and then charging more than six to ten times my average monthly usage? There are a lot of things that SAWS needs to correct so this doesn't happen to me or anyone else again.If you go to the [redacted] PAGE and click on COMMENTS, you will see lots of other people who have had the same thing happen to them, but they paid SAWS even to the tune of $2000!!!!!! Not everyone has the wherewithall on what to do if a company tries to rip you off Thank God, I did I am glad they found the error in their billing and made the correction, but I have spent days on this, not to mention the aggravation and having to get so many parties, Mayor [redacted] , all the District 1-council people, [redacted] ***, my district rep, [redacted] ***, KENS5, and the Attorney General's office involved No one should have to receive a bill like the one I received - especially being a senior on a very low income - and then having to spend days trying to get it corrected Again, I appreciate the correction, but let's not have this happen again to me or anyone else Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
On February 12, we received a call to our emergency operations department stating there was a meter leakA crew was sent out that same day to investigate, however there was no leak foundSince receiving the initial complaint to the Revdex.com, I have made contact with Ms [redacted] and explained that I would be conducting an investigation of her high bill concernI gave her my direct contact informationOn March 3rd I initiated a request to have the water meter tested and the meter reading verifiedOn the 4th a SAWS field investigator tested the meter and the results were that it tested at 100%He verified the meter read as The regular scheduled meter read was taken 2/19/at This equates to a consumption of cubic feet in daysAt this point the estimated next billing would be cubic feet which is typical of the subject propertyDuring my investigation I found that the meter reading taken in December was abnormally low, this account billed for cubic feetIt appears that the meter reader entered an incorrect read, which "caught up" the following month in January, resulting in the high billI have taken the high bill for January, and adjusted to Ms [redacted] 's typical bill of cubic feetThis equates to a credit on her account in the amount of $I have called Ms [redacted] this morning and left a voice mail with my phone number so that I can explain my investigation results and the adjustment made to her accountI am mailing a duplicate statement to her reflecting the creditWe consider Ms [redacted] to be a valued customer and hope that the adjustment and attention to her account demonstrates our commitment to providing an exceptional level of customer service
At San Antonio Water System we strive to ensure that every customer and employee contact is an opportunity to create satisfaction and loyalty Below is a summary of events that occurred on our account # [redacted] located at *** [redacted] **:~8/5/Account corrected due to incorrect sewer rate being charged for July ~ 11/6/Call received from [redacted] requesting account is closed effective 11/7/2014~ 12/1/Call received from [redacted] requested a supervisor call back since she was not able to get thru to Customer Service to close account and she feels she should not have to pay the final bill received~ 12/2/The final bill which was for "0" water consumption was credited and the balance on the account is currently $0We have been experiencing an extremely high volume of calls and apologize that the customer was not able to get thru to speak with a Customer Service Associate in regards to their services and for any inconvenience that we may have caused.Respectfully, [redacted] San Antonio Water SystemKey Account Coordinator(210) ***- [redacted] Office(210) ***- [redacted] Fax [redacted] [redacted] @saws.org
We apologize that there were two deposit bills sent out in error; the billing system here at the San Antonio Water System was upgraded in December and we are working to correct these type of unfortunate occurrences.There is no deposit due, the account balance is currently $and when the first month's bill generates for the account the $activation fee which is automatically system debited will be credited accordingly Please let us know if the customer has any other questions or concerns Respectfully, [redacted] San Antonio Water System [redacted] (210) [redacted] (Office)(210) [redacted] (Fax)
The meter for the subject property was misread and because of this an incorrect high bill was sent to the customer. The bill has been corrected and an adjustment in the amount of $has been applied to the accountThe current balance due is $66.44. I have called and spoken with Ms
*** to explain the adjustment given. I offered to have a door tag left each month for the next months indicating the read the meter reader takes and she agreed that would be a good idea. Ms*** felt the adjustment applied was adequate and I agreed to mail her an adjusted bill reflecting the adjustment and current balance due. Ms*** has submitted a claim through SAWS for reimbursement of the $for the plumber. She understands that our claims department will be handling that separately
The water consumption indicated on the bills sent July thru February were estimated and the high bill sent in March was for accumulated water consumption for months. The reason for the estimations is that the meter reader indicated that the area around the meter required
trimming, which we are currently working on completing On March 27, we received a call for a high bill complaint and on March 30, we contacted Ms*** and explained that the account was being reviewed and we would get back to her as soon as the review was completed. The total consumption billed July thru March was calculated then divided by the total of months and a credit adjustment of $was applied to the account. We called Ms*** and explained the amount credited to the account as well as how we arrived at the total amount credited and she was pleased. We consider Ms*** to be a valued customer and hope that the adjustment and attention to her account demonstrates our commitment to providing an exceptional level of customer service. Respectfully, *** ***San Antonio Water System*** *** ***210-*** Office210-*** Fax***@saws.org
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I am receiving two separate bills requiring a payment for the deposit which in the previous e-mail stated it would be waived.
Regards,
[redacted]
Investigation was conducted and meter read at the property was correct. Unfortunately last month the customer was under billed at 1ccf of water use which was incorrect. Most of last months usage was billed on current bill due to previous months under read. A credit in the amount of...
$51.55 was applied. It was also found that a balance from a previous account was also transferred to current account in the amount of $73.42. Contact was made with Mr. [redacted] and bill and credit was explained. Customer will be researching payment for balance that was transferred from previous account.
Our on call supervisor contacted the customer a second time and advised how to turn on the water at the property herself. She also explained to customer that we did not have any record of the initial call to have service initiated. Ms. [redacted] was asked if she would be able to...
provide us with the phone number because we have access to bring up the call and find out why service was not initiated by agent. Ms. [redacted] stated she was not able to provide a phone number so we were unable to obtain record of call. Contact was made this morning with Ms. [redacted] and new account was set up. Customer was satisfied.
Customer contacted SAWS regarding high bills however his account was not one of the affected by the estimations. A representative called and left a voice mail for the customer on 11/17/2015 advising that his usage was not estimated and no adjustment would be made. Customer...
moved out of this property on 12/21/2015, Last payment made on this account was on 9/15/2015. Customer left a balance of $730.62 which was referred to an outside collection agency.
On 11/25/2016 [redacted] inquired on sewer charge. The Call Center Agent explained the un-averaged sewer charge for new accounts and how the rates were established by San Antonio City Ordinance and the rates approved by City Council. Explained that once we had 3 full months...
usage the sewer rate would change depending on water consumption. Per Agent both Mr. and Mrs. [redacted] were very insulting. They requested to be back at the rate they were at 7 years ago at the former address. Agent explained that by initiating new service the un-averaged sewer fees had to be implemented. Customer’s sewer rate dropped with February billing date. First bill was $59.05 for service dates 9/15/15 – 10/02/15 pro-rated sewer charge $24.04 Second bill was $72.00 for service dates 10/03/15 – 10/31/15 sewer charge $42.43 Third bill was $77.06 for service dates 11/01/15 – 12/03/15 sewer charge $42.43 Fourth bill was $80.82 for service dates 12/04/15 – 01/06/16 sewer charge $42.43 Fifth bill was $92.51 for service dates 01/07/15 – 02/08/16 sewer charge $35.10 Thank you, [redacted] San Antonio Water System Key Account Coordinator [redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:Saws is lying about what we were told, and what was said. The agent was very rude when we asked specific questions and we asked to speak to a supervisor we were told none wa available. We asked for a call back never received one. I love how Saws try's to put the blame on the customers when they are the ones in the news all the time for over billing customers. TypeAmountStatusConfirmation No.01/28/201609:58 PMChecking - saws.org80.82Received[redacted]01/03/201612:22 PMChecking - saws.org80.78Received[redacted]11/21/201501:35 PMChecking - saws.org72.00Received[redacted]10/23/201508:34 PMChecking - saws.org59.05Received[redacted]Only the last 13 online payments made through SAWS eBill site are displayed here. For complete payment history to your account, click the Payment History tab. The
Regards,
[redacted]
Investigation conducted at property, meter read verified to be correct. Unfortunately we are unable to tell how or when that water was used or wasted. As a courtesy a credit of $233.52 was applied to the account by billing usage at the first tier billing. Spoke to Ms. [redacted] and...
explained investigation and credit. Customer was satisfied with credit.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that...
this resolution is satisfactory to me.
I did talk to SAWS representative and my only question was why do we need to escalate to get a resolution? She was apologetic and advised me that she will be addressing the issue with customer service supervisor at lower level!!!thank you Revdex.com for following up on this!
Regards,
[redacted]
The Mission of the San Antonio Water System is to provide the highest quality customer experience in the most efficient, effective, and professional manner possible. We strive to ensure that every customer and employee contact is an opportunity to create satisfaction and...
loyalty. Below is a summary of events that occurred on our account # [redacted] located at 8915 Preserve Trl: o 11/26/2014 Call received for service initiation effective 12/1/2014; security deposit $72.00 & $10.00 trip fee quoted o 11/29/2014 statement mailed reflecting a balance of $72.00 & the $10 trip fee was applied to account after services were activated o 1/3/2015 received payment in the amount of $82.00 o 1/12/2015 monthly statement emailed reflecting a balance of $69.73 o 2/10/2015 monthly statement emailed reflecting a balance of $134.01 of which $69.73 was past due o 2/10/2015 received payment in the amount of $100.00 o 2/27/2015 received payment in the amount of $34.01 o 3/10/2015 monthly statement emailed reflecting a balance of $61.99 o 4/8/2015 monthly statement emailed reflecting a balance of $108.14 of which $61.99 was past due o 5/1/2015 final notice statement was mailed out o 5/8/2015 monthly statement emailed reflecting a balance of $154.29 of which $108.14 was past due (The bill also included an important notice stating that a final notice had been mailed and account was subject to disconnection without further notice) o 5/18/2015 received payment in the amount of $100.00 o 5/19/2015 courtesy call was placed by an associate in SAWS collections department o 6/9/2015 monthly statement emailed reflecting a balance of $100.44 of which $54.29 was past due o 7/9/2015 monthly statement emailed reflecting a balance of $144.44 of which $100.44 was past due o 7/22/2015 service was turned off for non-payment o 7/23/2015 Mr. [redacted] called in to have service restored & informed $154.44 paid online; same day service requested, $30.00 fee paid The following fees were assessed to the account: $10.00 trip fee/turn off$10.00 service fee$30.00 same day service fee/turn on No add-on deposit was assessed as a one-time courtesy If there is ever a question about the amount due our customers can call the SAWS customer service line at [redacted]). This will allow them to receive automated account information 24/7. Customers can also view their account information at [redacted] Customer Service associates are available Monday through Friday 8am to 5pm. We consider Mr. [redacted] to be a valued customer and although it is not mandated that we contact customers by phone when their account becomes delinquent due to the fact that final notices are mailed, we do make every effort to contact customers as a courtesy and hope that the attention to the account demonstrates our commitment to providing an exceptional level of customer service. Respectfully, [redacted]San Antonio Water SystemKey Account Coordinator[redacted] Office[redacted] Fax[redacted]@saws.org
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
On February 12, 2015 we received a call to our emergency operations department stating there was a meter leak. A crew was sent out that same day to investigate, however there was no leak found. Since receiving the initial complaint to the Revdex.com, I have made contact with Ms. [redacted] and explained...
that I would be conducting an investigation of her high bill concern. I gave her my direct contact information. On March 3rd I initiated a request to have the water meter tested and the meter reading verified. On the 4th a SAWS field investigator tested the meter and the results were that it tested at 100%. He verified the meter read as 3445. The regular scheduled meter read was taken 2/19/15 at 3432. This equates to a consumption of 13 cubic feet in 13 days. At this point the estimated next billing would be 30 cubic feet which is typical of the subject property. During my investigation I found that the meter reading taken in December was abnormally low, this account billed for 11 cubic feet. It appears that the meter reader entered an incorrect read, which "caught up" the following month in January, resulting in the high bill. I have taken the high bill for January, and adjusted to Ms. [redacted]'s typical bill of 32 cubic feet. This equates to a credit on her account in the amount of $199.34. I have called Ms. [redacted] this morning and left a voice mail with my phone number so that I can explain my investigation results and the adjustment made to her account. I am mailing a duplicate statement to her reflecting the credit. We consider Ms. [redacted] to be a valued customer and hope that the adjustment and attention to her account demonstrates our commitment to providing an exceptional level of customer service.
Complaint: [redacted]
I am rejecting this response because:
The credit still amounted to more than $400 bill. Please bring it down to the normal monthly payments we make. Thanks!
Regards,
[redacted]
At San Antonio Water System we strive to ensure that every customer and employee contact is an opportunity to create satisfaction and loyalty. Below is a summary of events that occurred on our account # [redacted] located at [redacted]:~8/5/2014 Account...
corrected due to incorrect sewer rate being charged for July 2014 ~ 11/6/2014 Call received from [redacted] requesting account is closed effective 11/7/2014~ 12/1/2014 Call received from [redacted] requested a supervisor call back since she was not able to get thru to Customer Service to close account and she feels she should not have to pay the final bill received~ 12/2/2014 The final bill which was for "0" water consumption was credited and the balance on the account is currently $0We have been experiencing an extremely high volume of calls and apologize that the customer was not able to get thru to speak with a Customer Service Associate in regards to their services and for any inconvenience that we may have caused.Respectfully, [redacted] San Antonio Water SystemKey Account Coordinator(210) [redacted] Office(210) [redacted] Fax[redacted].[redacted]@saws.org
Complaint: [redacted] I am rejecting/accepting in part this response because:While I appreciate the adjustment, this never should have happened in the first place.When I spoke with [redacted] today, she explained to me that there is no late fee for seniors, so I sent her my ebill from SAWS that clearly showed a $late fee on top of the $693, if not paid by April 23.She advised that there's a link to the pdf of the bill to see that there is no late fee, but why is there a late fee in one place, on the ebill I received and from which I pay my bills, and the "real" charges?Additionally, I just found out that I am paying over $a month for the meter, so why is SAWS "guestimating" my water usage instead of actually having it read and then charging more than six to ten times my average monthly usage? There are a lot of things that SAWS needs to correct so this doesn't happen to me or anyone else again.If you go to the [redacted] PAGE and click on COMMENTS, you will see lots of other people who have had the same thing happen to them, but they paid SAWS even to the tune of $2000!!!!!! Not everyone has the wherewithall on what to do if a company tries to rip you off Thank God, I did I am glad they found the error in their billing and made the correction, but I have spent days on this, not to mention the aggravation and having to get so many parties, Mayor [redacted] , all the District 1-council people, [redacted] ***, my district rep, [redacted] ***, KENS5, and the Attorney General's office involved No one should have to receive a bill like the one I received - especially being a senior on a very low income - and then having to spend days trying to get it corrected Again, I appreciate the correction, but let's not have this happen again to me or anyone else Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
On February 12, we received a call to our emergency operations department stating there was a meter leakA crew was sent out that same day to investigate, however there was no leak foundSince receiving the initial complaint to the Revdex.com, I have made contact with Ms [redacted] and explained that I would be conducting an investigation of her high bill concernI gave her my direct contact informationOn March 3rd I initiated a request to have the water meter tested and the meter reading verifiedOn the 4th a SAWS field investigator tested the meter and the results were that it tested at 100%He verified the meter read as The regular scheduled meter read was taken 2/19/at This equates to a consumption of cubic feet in daysAt this point the estimated next billing would be cubic feet which is typical of the subject propertyDuring my investigation I found that the meter reading taken in December was abnormally low, this account billed for cubic feetIt appears that the meter reader entered an incorrect read, which "caught up" the following month in January, resulting in the high billI have taken the high bill for January, and adjusted to Ms [redacted] 's typical bill of cubic feetThis equates to a credit on her account in the amount of $I have called Ms [redacted] this morning and left a voice mail with my phone number so that I can explain my investigation results and the adjustment made to her accountI am mailing a duplicate statement to her reflecting the creditWe consider Ms [redacted] to be a valued customer and hope that the adjustment and attention to her account demonstrates our commitment to providing an exceptional level of customer service
At San Antonio Water System we strive to ensure that every customer and employee contact is an opportunity to create satisfaction and loyalty Below is a summary of events that occurred on our account # [redacted] located at *** [redacted] **:~8/5/Account corrected due to incorrect sewer rate being charged for July ~ 11/6/Call received from [redacted] requesting account is closed effective 11/7/2014~ 12/1/Call received from [redacted] requested a supervisor call back since she was not able to get thru to Customer Service to close account and she feels she should not have to pay the final bill received~ 12/2/The final bill which was for "0" water consumption was credited and the balance on the account is currently $0We have been experiencing an extremely high volume of calls and apologize that the customer was not able to get thru to speak with a Customer Service Associate in regards to their services and for any inconvenience that we may have caused.Respectfully, [redacted] San Antonio Water SystemKey Account Coordinator(210) ***- [redacted] Office(210) ***- [redacted] Fax [redacted] [redacted] @saws.org
We apologize that there were two deposit bills sent out in error; the billing system here at the San Antonio Water System was upgraded in December and we are working to correct these type of unfortunate occurrences.There is no deposit due, the account balance is currently $and when the first month's bill generates for the account the $activation fee which is automatically system debited will be credited accordingly Please let us know if the customer has any other questions or concerns Respectfully, [redacted] San Antonio Water System [redacted] (210) [redacted] (Office)(210) [redacted] (Fax)
The meter for the subject property was misread and because of this an incorrect high bill was sent to the customer. The bill has been corrected and an adjustment in the amount of $has been applied to the accountThe current balance due is $66.44. I have called and spoken with Ms
*** to explain the adjustment given. I offered to have a door tag left each month for the next months indicating the read the meter reader takes and she agreed that would be a good idea. Ms*** felt the adjustment applied was adequate and I agreed to mail her an adjusted bill reflecting the adjustment and current balance due. Ms*** has submitted a claim through SAWS for reimbursement of the $for the plumber. She understands that our claims department will be handling that separately
The water consumption indicated on the bills sent July thru February were estimated and the high bill sent in March was for accumulated water consumption for months. The reason for the estimations is that the meter reader indicated that the area around the meter required
trimming, which we are currently working on completing On March 27, we received a call for a high bill complaint and on March 30, we contacted Ms*** and explained that the account was being reviewed and we would get back to her as soon as the review was completed. The total consumption billed July thru March was calculated then divided by the total of months and a credit adjustment of $was applied to the account. We called Ms*** and explained the amount credited to the account as well as how we arrived at the total amount credited and she was pleased. We consider Ms*** to be a valued customer and hope that the adjustment and attention to her account demonstrates our commitment to providing an exceptional level of customer service. Respectfully, *** ***San Antonio Water System*** *** ***210-*** Office210-*** Fax***@saws.org
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I am receiving two separate bills requiring a payment for the deposit which in the previous e-mail stated it would be waived.
Regards,
[redacted]
Investigation was conducted and meter read at the property was correct. Unfortunately last month the customer was under billed at 1ccf of water use which was incorrect. Most of last months usage was billed on current bill due to previous months under read. A credit in the amount of...
$51.55 was applied. It was also found that a balance from a previous account was also transferred to current account in the amount of $73.42. Contact was made with Mr. [redacted] and bill and credit was explained. Customer will be researching payment for balance that was transferred from previous account.
Our on call supervisor contacted the customer a second time and advised how to turn on the water at the property herself. She also explained to customer that we did not have any record of the initial call to have service initiated. Ms. [redacted] was asked if she would be able to...
provide us with the phone number because we have access to bring up the call and find out why service was not initiated by agent. Ms. [redacted] stated she was not able to provide a phone number so we were unable to obtain record of call. Contact was made this morning with Ms. [redacted] and new account was set up. Customer was satisfied.
Customer contacted SAWS regarding high bills however his account was not one of the affected by the estimations. A representative called and left a voice mail for the customer on 11/17/2015 advising that his usage was not estimated and no adjustment would be made. Customer...
moved out of this property on 12/21/2015, Last payment made on this account was on 9/15/2015. Customer left a balance of $730.62 which was referred to an outside collection agency.
On 11/25/2016 [redacted] inquired on sewer charge. The Call Center Agent explained the un-averaged sewer charge for new accounts and how the rates were established by San Antonio City Ordinance and the rates approved by City Council. Explained that once we had 3 full months...
usage the sewer rate would change depending on water consumption. Per Agent both Mr. and Mrs. [redacted] were very insulting. They requested to be back at the rate they were at 7 years ago at the former address. Agent explained that by initiating new service the un-averaged sewer fees had to be implemented. Customer’s sewer rate dropped with February billing date. First bill was $59.05 for service dates 9/15/15 – 10/02/15 pro-rated sewer charge $24.04 Second bill was $72.00 for service dates 10/03/15 – 10/31/15 sewer charge $42.43 Third bill was $77.06 for service dates 11/01/15 – 12/03/15 sewer charge $42.43 Fourth bill was $80.82 for service dates 12/04/15 – 01/06/16 sewer charge $42.43 Fifth bill was $92.51 for service dates 01/07/15 – 02/08/16 sewer charge $35.10 Thank you, [redacted] San Antonio Water System Key Account Coordinator [redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:Saws is lying about what we were told, and what was said. The agent was very rude when we asked specific questions and we asked to speak to a supervisor we were told none wa available. We asked for a call back never received one. I love how Saws try's to put the blame on the customers when they are the ones in the news all the time for over billing customers. TypeAmountStatusConfirmation No.01/28/201609:58 PMChecking - saws.org80.82Received[redacted]01/03/201612:22 PMChecking - saws.org80.78Received[redacted]11/21/201501:35 PMChecking - saws.org72.00Received[redacted]10/23/201508:34 PMChecking - saws.org59.05Received[redacted]Only the last 13 online payments made through SAWS eBill site are displayed here. For complete payment history to your account, click the Payment History tab. The
Regards,
[redacted]
Investigation conducted at property, meter read verified to be correct. Unfortunately we are unable to tell how or when that water was used or wasted. As a courtesy a credit of $233.52 was applied to the account by billing usage at the first tier billing. Spoke to Ms. [redacted] and...
explained investigation and credit. Customer was satisfied with credit.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that...
this resolution is satisfactory to me.
I did talk to SAWS representative and my only question was why do we need to escalate to get a resolution? She was apologetic and advised me that she will be addressing the issue with customer service supervisor at lower level!!!thank you Revdex.com for following up on this!
Regards,
[redacted]
The Mission of the San Antonio Water System is to provide the highest quality customer experience in the most efficient, effective, and professional manner possible. We strive to ensure that every customer and employee contact is an opportunity to create satisfaction and...
loyalty. Below is a summary of events that occurred on our account # [redacted] located at 8915 Preserve Trl: o 11/26/2014 Call received for service initiation effective 12/1/2014; security deposit $72.00 & $10.00 trip fee quoted o 11/29/2014 statement mailed reflecting a balance of $72.00 & the $10 trip fee was applied to account after services were activated o 1/3/2015 received payment in the amount of $82.00 o 1/12/2015 monthly statement emailed reflecting a balance of $69.73 o 2/10/2015 monthly statement emailed reflecting a balance of $134.01 of which $69.73 was past due o 2/10/2015 received payment in the amount of $100.00 o 2/27/2015 received payment in the amount of $34.01 o 3/10/2015 monthly statement emailed reflecting a balance of $61.99 o 4/8/2015 monthly statement emailed reflecting a balance of $108.14 of which $61.99 was past due o 5/1/2015 final notice statement was mailed out o 5/8/2015 monthly statement emailed reflecting a balance of $154.29 of which $108.14 was past due (The bill also included an important notice stating that a final notice had been mailed and account was subject to disconnection without further notice) o 5/18/2015 received payment in the amount of $100.00 o 5/19/2015 courtesy call was placed by an associate in SAWS collections department o 6/9/2015 monthly statement emailed reflecting a balance of $100.44 of which $54.29 was past due o 7/9/2015 monthly statement emailed reflecting a balance of $144.44 of which $100.44 was past due o 7/22/2015 service was turned off for non-payment o 7/23/2015 Mr. [redacted] called in to have service restored & informed $154.44 paid online; same day service requested, $30.00 fee paid The following fees were assessed to the account: $10.00 trip fee/turn off$10.00 service fee$30.00 same day service fee/turn on No add-on deposit was assessed as a one-time courtesy If there is ever a question about the amount due our customers can call the SAWS customer service line at [redacted]). This will allow them to receive automated account information 24/7. Customers can also view their account information at [redacted] Customer Service associates are available Monday through Friday 8am to 5pm. We consider Mr. [redacted] to be a valued customer and although it is not mandated that we contact customers by phone when their account becomes delinquent due to the fact that final notices are mailed, we do make every effort to contact customers as a courtesy and hope that the attention to the account demonstrates our commitment to providing an exceptional level of customer service. Respectfully, [redacted]San Antonio Water SystemKey Account Coordinator[redacted] Office[redacted] Fax[redacted]@saws.org
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
On February 12, 2015 we received a call to our emergency operations department stating there was a meter leak. A crew was sent out that same day to investigate, however there was no leak found. Since receiving the initial complaint to the Revdex.com, I have made contact with Ms. [redacted] and explained...
that I would be conducting an investigation of her high bill concern. I gave her my direct contact information. On March 3rd I initiated a request to have the water meter tested and the meter reading verified. On the 4th a SAWS field investigator tested the meter and the results were that it tested at 100%. He verified the meter read as 3445. The regular scheduled meter read was taken 2/19/15 at 3432. This equates to a consumption of 13 cubic feet in 13 days. At this point the estimated next billing would be 30 cubic feet which is typical of the subject property. During my investigation I found that the meter reading taken in December was abnormally low, this account billed for 11 cubic feet. It appears that the meter reader entered an incorrect read, which "caught up" the following month in January, resulting in the high bill. I have taken the high bill for January, and adjusted to Ms. [redacted]'s typical bill of 32 cubic feet. This equates to a credit on her account in the amount of $199.34. I have called Ms. [redacted] this morning and left a voice mail with my phone number so that I can explain my investigation results and the adjustment made to her account. I am mailing a duplicate statement to her reflecting the credit. We consider Ms. [redacted] to be a valued customer and hope that the adjustment and attention to her account demonstrates our commitment to providing an exceptional level of customer service.
Complaint: [redacted]
I am rejecting this response because:
The credit still amounted to more than $400 bill. Please bring it down to the normal monthly payments we make. Thanks!
Regards,
[redacted]
At San Antonio Water System we strive to ensure that every customer and employee contact is an opportunity to create satisfaction and loyalty. Below is a summary of events that occurred on our account # [redacted] located at [redacted]:~8/5/2014 Account...
corrected due to incorrect sewer rate being charged for July 2014 ~ 11/6/2014 Call received from [redacted] requesting account is closed effective 11/7/2014~ 12/1/2014 Call received from [redacted] requested a supervisor call back since she was not able to get thru to Customer Service to close account and she feels she should not have to pay the final bill received~ 12/2/2014 The final bill which was for "0" water consumption was credited and the balance on the account is currently $0We have been experiencing an extremely high volume of calls and apologize that the customer was not able to get thru to speak with a Customer Service Associate in regards to their services and for any inconvenience that we may have caused.Respectfully, [redacted] San Antonio Water SystemKey Account Coordinator(210) [redacted] Office(210) [redacted] Fax[redacted].[redacted]@saws.org