Customer's account was reviewed and a credit of $922.87 was applied to the account on 11/9/2015. Contact was made with customer on 11/9/2015, customer was satisfied with adjustment.
Customer was billed 1310.66 on billing date 9/28/2015. A credit of $869.56 was applied to the customer's account on 11/30/2015, per account log customer was satisfied with credit.
Complaint: [redacted]
I am rejecting this response because: It doesn't make since for sewer usage to be double the amount of what my actual water usage is. If they are trying to figure out what the average is over a period of three months, then how can they charge so much for sewer. How did they come up with that number, because that's almost $45.00 dollars a month for three months and that would total $135. My water bills will not be that much in three months. How do they come up with this amount for sewer usage?
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]: ~ 11/3/14 Call...
received from [redacted] who stated he was the new home owner and the water was turned off, yet he had not received a water bill. Mr. [redacted] was informed that our records indicate that he had not applied for water service. Mr. [redacted] stated that he had received a watering variance due to there being new sod. The collections department associate transferred Mr. [redacted] to customer service, at which time he was informed that SAWS had not received the TCEQ inspection documentation required from the builder prior to placing the services into his name and a service request was issued to restore the water~ 11/4/14 Call Center Associate followed up on status of inspection and was informed that the TCEQ inspection had not been received. Contact was made informing Mr. [redacted] of the TCEQ inspection documentation not being received from the builder~ 12/3/14 Call received from [redacted] requesting service. Mr. [redacted] was informed that the TCEQ inspection documentation had not been received. A work order was issued to reset the meter as soon as possible ~ 12/4/14 Contact was made to builder Pulte Homes inquiring on TCEQ inspection documentation needed. TCEQ inspection documentation was received from the builder. The meter was reset, the water was turned on and the account for service was initiated into [redacted]'s nameContact was made with Mr. [redacted] on 12/4/14 to apologize for any inconvenience and to explain the TCEQ requirements for properties located outside city limits, which the builder is aware of. Mr. [redacted] stated that he closed on the property 8/26/14. A watering variance was requested and granted due to new sod and Mr. [redacted] assumed that he had applied for the water service as well. It was explained that the variance was granted by the Conservation department but is not an application for water service. Mr. [redacted] was contacted once the work order for the meter set was completed and was also informed that SAWS would not require a security deposit, assess any service fees, nor would SAWS bill for water usage prior to the meter being set on 12/4/14 as a courtesy for any inconvenience that we may have caused. Respectfully,[redacted]San Antonio Water System[redacted](210) [redacted] Office(210) [redacted] Fax
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]
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 $31.00 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 $7 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 1-10 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]
In reviewing the customers account she is not being double billed. We billed her on 2/07/2017 in the amount of $17.71 with a due date of 3/6/2017. As of today we have not received that payment. On 3/8/2017 we billed customer again in the amount of $19.21, with the previous balance...
of $17.71 the current balance is $36.92. This current bill is a two month bill and has a due date of 4/3/2017. The last payment we received from Ms. [redacted] for this account was on 2/10/2017 which covered the billing date of 01/06/2017 which had a due date of 2/3/2017. All this information was emailed to customer on 3/13/2017 to [redacted]
Complaint: [redacted]
I am rejecting this response because: There is no way our consumption quadrupled ... One toilet, one sink... There is no way. Out usage shows to be very low November 2015 through May 2016 then skyrocketed June and July. Ibtrfide to accept this answer and demand all calculations and explanation of how usage increased. Saws has been doing this for over a year to all their customers as there are numerous complaints filed with Revdex.com. The only reason the account was paid is so the new owner can turn on services. That does NOT mean I accepted the bill. I DO NOT!
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 3/20/2016 one of the Call Center Supervisors spoke to Ms. Livings and explained her usage and billing. Our records indicate that her meter readings are actual reads and not estimations. At this time our Meter Reading Department is fully staffed and will only estimate if meter reader is not able...
to obtain read due to obstruction of meter. A service request has been created to have the meter tested. SAWS does base residential sewer billing on the average monthly use of water during three complete consecutive billing periods from mid-November through mid-March. Since water is mostly used indoors during this cooler months and likely ends up processed at SAWS treatment plants through the sewer system, this amount serves as the basis for winter averaging.
Account was reviewed, no indication of incorrect reads or estimations on the account. As a courtesy we have applied a total credit of $167.52 for bringing the April and May bills usage down to 10ccf's as a courtesy. This included $14.08 in late fees for those two months as well. ...
Left customer a voice mail asking him to return my call to discuss bill.
Complaint: [redacted]
I am rejecting this response because: First of all, the SAWS representative hung up in my face. Secondly, No one told me that a rep. would be out to re-read the meter. The rude representative also informed me that my bill will increase next month.Thirdly, I informed SAWS that I was out of town for three months last year yet my bill remain the same even though no one was home during the time-frame of Aug-Oct 2016. I still cannot fathom how one person is utilizing $110-$160 of water which includes half of sewer charges. This is ridiculous even though I am at work 12 hours a day, 5 days a week. I still suspect that they are estimating the water usage as they have stated from Nov-Mar. No way that they can explain no usage of water for 3 months yet I have the same average amount during that same time period.
.
Regards,
[redacted]
SAWS investigators went out to the property on 1/4/2017 at 1:11pm a meter test was performed on the meter twice. Both times the meter registered at 100% of flow. This indicated that the meter is not over registering usage. Also, on 1/11/2017 a Conservation Representative went out...
to the property to conduct an irrigation consultation. Prior to start of consultation, meter reading was 1241. Previous reading on 11/30/16 was 1234, customer used an estimated 5,237 gallons between these two dates. Initial inspection of controller settings by customer allowed for the system to run for a total of 344 minutes per week using an estimated 3,096 gallons per week / 13,313 gallons per month with a 9.0 GPM. After running and testing system, consultant gave recommendations for system to run for a total 175 minutes per week using an estimated 1,575 gallons per week / 6,773 gallons per month (estimated savings of 6,540 gallons). Consultant did note and report the following maintenances on irrigation report and to customer: overspray in ZONE 3, low pressure in all zones, possible leak in ZONE 1 also may be due to low pressure and non-functional rain sensor. Customer did allow consultant to set controller to recommended settings prior to leaving residence and customer requested system be set on OFF prior to consultant leaving. Consultant was told two individuals reside in home that is an estimated 4000 gallons on indoor use. Combined with the irrigation use of 13,313, total usage was an estimated 17,313. After consultation and investigation, consultant was unable to account for the extra 2,138 gallons bill stated customer used. Also customer states that controller was off for entire month of November and October. Usage was about the same from last years estimated use. We are unable to credit the account for any of the water billed since there was no error on SAWS part.
Customer's last estimated read was back in September 2015. A service request has been created to have the current read verified and have the meter tested for accuracy. This process takes 3-5 working days.
On 5/17/2016 our investigator found flow at the meter and a notice was left advising customer of possible leak. When a customer has a leak at their property they are responsible for making the repairs. SAWS is responsible for leaks located from the meter to the street. SAWS provides leak...
adjustments for several type of leak repairs. If customer would like to have a credit applied we will need date and type of repair made. Mr. [redacted]’s consumption has dropped since the January billing and is averaging a monthly bill of $65.00.
Account was issued a credit of $35.96 for December bill. I spoke to Mr. [redacted] regarding his account, credit amount applied, and balance. Customer was satisfied. Thank you, [redacted] San Antonio Water System Key Account Coordinator ': 210-233-3403 7:...
While we understand that you reject the response provided with regard to the un-averaged sewer charge, the San Antonio Water System is a water, wastewater and wastewater reuse agency of the city and the rates assessed are set and approved by the San Antonio City Council as well as the San Antonio Board of Trustees. The funds collected are utilized to maintain the city's sanitary sewer system and facilities to include repairs, improvements, replacements and additions.Please refer to the San Antonio Code of Ordinances Chapter 34.Respectfully, [redacted]
[redacted]?
Customer's account was reviewed and a credit of $922.87 was applied to the account on 11/9/2015. Contact was made with customer on 11/9/2015, customer was satisfied with adjustment.
Customer was billed 1310.66 on billing date 9/28/2015. A credit of $869.56 was applied to the customer's account on 11/30/2015, per account log customer was satisfied with credit.
Complaint: [redacted]
I am rejecting this response because: It doesn't make since for sewer usage to be double the amount of what my actual water usage is. If they are trying to figure out what the average is over a period of three months, then how can they charge so much for sewer. How did they come up with that number, because that's almost $45.00 dollars a month for three months and that would total $135. My water bills will not be that much in three months. How do they come up with this amount for sewer usage?
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]: ~ 11/3/14 Call...
received from [redacted] who stated he was the new home owner and the water was turned off, yet he had not received a water bill. Mr. [redacted] was informed that our records indicate that he had not applied for water service. Mr. [redacted] stated that he had received a watering variance due to there being new sod. The collections department associate transferred Mr. [redacted] to customer service, at which time he was informed that SAWS had not received the TCEQ inspection documentation required from the builder prior to placing the services into his name and a service request was issued to restore the water~ 11/4/14 Call Center Associate followed up on status of inspection and was informed that the TCEQ inspection had not been received. Contact was made informing Mr. [redacted] of the TCEQ inspection documentation not being received from the builder~ 12/3/14 Call received from [redacted] requesting service. Mr. [redacted] was informed that the TCEQ inspection documentation had not been received. A work order was issued to reset the meter as soon as possible ~ 12/4/14 Contact was made to builder Pulte Homes inquiring on TCEQ inspection documentation needed. TCEQ inspection documentation was received from the builder. The meter was reset, the water was turned on and the account for service was initiated into [redacted]'s nameContact was made with Mr. [redacted] on 12/4/14 to apologize for any inconvenience and to explain the TCEQ requirements for properties located outside city limits, which the builder is aware of. Mr. [redacted] stated that he closed on the property 8/26/14. A watering variance was requested and granted due to new sod and Mr. [redacted] assumed that he had applied for the water service as well. It was explained that the variance was granted by the Conservation department but is not an application for water service. Mr. [redacted] was contacted once the work order for the meter set was completed and was also informed that SAWS would not require a security deposit, assess any service fees, nor would SAWS bill for water usage prior to the meter being set on 12/4/14 as a courtesy for any inconvenience that we may have caused. Respectfully,[redacted]San Antonio Water System[redacted](210) [redacted] Office(210) [redacted] Fax
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]
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 $31.00 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 $7 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 1-10 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]
In reviewing the customers account she is not being double billed. We billed her on 2/07/2017 in the amount of $17.71 with a due date of 3/6/2017. As of today we have not received that payment. On 3/8/2017 we billed customer again in the amount of $19.21, with the previous balance...
of $17.71 the current balance is $36.92. This current bill is a two month bill and has a due date of 4/3/2017. The last payment we received from Ms. [redacted] for this account was on 2/10/2017 which covered the billing date of 01/06/2017 which had a due date of 2/3/2017. All this information was emailed to customer on 3/13/2017 to [redacted]
The meter will be tested by 12/16/2015, that day an Irrigation Audit will also be conducted.
Complaint: [redacted]
I am rejecting this response because: There is no way our consumption quadrupled ... One toilet, one sink... There is no way. Out usage shows to be very low November 2015 through May 2016 then skyrocketed June and July. Ibtrfide to accept this answer and demand all calculations and explanation of how usage increased. Saws has been doing this for over a year to all their customers as there are numerous complaints filed with Revdex.com. The only reason the account was paid is so the new owner can turn on services. That does NOT mean I accepted the bill. I DO NOT!
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]
Customer's complaint is being reviewed, we will respond once all information has been reviewed.
On 3/20/2016 one of the Call Center Supervisors spoke to Ms. Livings and explained her usage and billing. Our records indicate that her meter readings are actual reads and not estimations. At this time our Meter Reading Department is fully staffed and will only estimate if meter reader is not able...
to obtain read due to obstruction of meter. A service request has been created to have the meter tested. SAWS does base residential sewer billing on the average monthly use of water during three complete consecutive billing periods from mid-November through mid-March. Since water is mostly used indoors during this cooler months and likely ends up processed at SAWS treatment plants through the sewer system, this amount serves as the basis for winter averaging.
Account was reviewed, no indication of incorrect reads or estimations on the account. As a courtesy we have applied a total credit of $167.52 for bringing the April and May bills usage down to 10ccf's as a courtesy. This included $14.08 in late fees for those two months as well. ...
Left customer a voice mail asking him to return my call to discuss bill.
Complaint: [redacted]
I am rejecting this response because: First of all, the SAWS representative hung up in my face. Secondly, No one told me that a rep. would be out to re-read the meter. The rude representative also informed me that my bill will increase next month.Thirdly, I informed SAWS that I was out of town for three months last year yet my bill remain the same even though no one was home during the time-frame of Aug-Oct 2016. I still cannot fathom how one person is utilizing $110-$160 of water which includes half of sewer charges. This is ridiculous even though I am at work 12 hours a day, 5 days a week. I still suspect that they are estimating the water usage as they have stated from Nov-Mar. No way that they can explain no usage of water for 3 months yet I have the same average amount during that same time period.
.
Regards,
[redacted]
SAWS investigators went out to the property on 1/4/2017 at 1:11pm a meter test was performed on the meter twice. Both times the meter registered at 100% of flow. This indicated that the meter is not over registering usage. Also, on 1/11/2017 a Conservation Representative went out...
to the property to conduct an irrigation consultation. Prior to start of consultation, meter reading was 1241. Previous reading on 11/30/16 was 1234, customer used an estimated 5,237 gallons between these two dates. Initial inspection of controller settings by customer allowed for the system to run for a total of 344 minutes per week using an estimated 3,096 gallons per week / 13,313 gallons per month with a 9.0 GPM. After running and testing system, consultant gave recommendations for system to run for a total 175 minutes per week using an estimated 1,575 gallons per week / 6,773 gallons per month (estimated savings of 6,540 gallons). Consultant did note and report the following maintenances on irrigation report and to customer: overspray in ZONE 3, low pressure in all zones, possible leak in ZONE 1 also may be due to low pressure and non-functional rain sensor. Customer did allow consultant to set controller to recommended settings prior to leaving residence and customer requested system be set on OFF prior to consultant leaving. Consultant was told two individuals reside in home that is an estimated 4000 gallons on indoor use. Combined with the irrigation use of 13,313, total usage was an estimated 17,313. After consultation and investigation, consultant was unable to account for the extra 2,138 gallons bill stated customer used. Also customer states that controller was off for entire month of November and October. Usage was about the same from last years estimated use. We are unable to credit the account for any of the water billed since there was no error on SAWS part.
Customer's last estimated read was back in September 2015. A service request has been created to have the current read verified and have the meter tested for accuracy. This process takes 3-5 working days.
On 5/17/2016 our investigator found flow at the meter and a notice was left advising customer of possible leak. When a customer has a leak at their property they are responsible for making the repairs. SAWS is responsible for leaks located from the meter to the street. SAWS provides leak...
adjustments for several type of leak repairs. If customer would like to have a credit applied we will need date and type of repair made. Mr. [redacted]’s consumption has dropped since the January billing and is averaging a monthly bill of $65.00.
Account was issued a credit of $35.96 for December bill. I spoke to Mr. [redacted] regarding his account, credit amount applied, and balance. Customer was satisfied. Thank you, [redacted] San Antonio Water System Key Account Coordinator ': 210-233-3403 7:...
210-233-4842 *: [redacted]
While we understand that you reject the response provided with regard to the un-averaged sewer charge, the San Antonio Water System is a water, wastewater and wastewater reuse agency of the city and the rates assessed are set and approved by the San Antonio City Council as well as the San Antonio Board of Trustees. The funds collected are utilized to maintain the city's sanitary sewer system and facilities to include repairs, improvements, replacements and additions.Please refer to the San Antonio Code of Ordinances Chapter 34.Respectfully, [redacted]
[redacted]?
Revdex.com:
I received a call from service business manager. Thank you Revdex.com for your assistance.
Regards,
[redacted]