Good Afternoon,SJWD would like to dispute the claims made in the claim to the Revdex.com on 12/7/ SJWD believes they have met and exceeded the customer's needs and expectations regarding their account and will provide no further billing assistance or fee reductions for the following reasons:1) The customer was already given a $credit to their account on 9/23/ It was their first service disconnection for non payment (days in arrears) and staff decided to provide a courtesy adjustment as it was their first service disconnection.2) The customer was disconnected for non-payment (days in arrears) on 11/30/ The customer disputes the service was ever interrupted, but our records indicate is wasAlthough the records and the customer's story do not align, what remains irrefutable is the fact that the customer was days past due on their water bill and should have been disconnected3) In our efforts to please the customer on 11/30, we waived the $reconnect fee we typically charge for a technician to restore water service.4) The customer has been carried a past due balance the majority of the time they have used our services, dating to 6/2015.5) On 12/1/2015, we allowed the customer to pay a portion ($100) of their total bill ($221.76) to keep their water service on The customer was told to pay the remaining balance by 12/ As of 1/7/2016, this account is still not currentPlease take these absolute facts into account as you consider adjusting our "grade" with your agency SJWD believes they have provided a level of leniency that is uncommon If you require the billing history of this customer or any other documentation to corroborate the information contained in this message, please feel free to contact me.Thank you, [redacted] ***Chief Information OfficerSJWD Water District [redacted] 864-[redacted] ***
Good Afternoon,SJWD would like to dispute the claims made in the claim to the Revdex.com on 12/7/2015. SJWD believes they have met and exceeded the customer's needs and expectations regarding their account and will provide no further billing assistance or fee reductions for the following...
reasons:1) The customer was already given a $25 credit to their account on 9/23/2015. It was their first service disconnection for non payment (60 days in arrears) and staff decided to provide a courtesy adjustment as it was their first service disconnection.2) The customer was disconnected for non-payment (60 days in arrears) on 11/30/15. The customer disputes the service was ever interrupted, but our records indicate is was. Although the records and the customer's story do not align, what remains irrefutable is the fact that the customer was 60 days past due on their water bill and should have been disconnected. 3) In our efforts to please the customer on 11/30, we waived the $35 reconnect fee we typically charge for a technician to restore water service.4) The customer has been carried a past due balance the majority of the time they have used our services, dating to 6/2015.5) On 12/1/2015, we allowed the customer to pay a portion ($100) of their total bill ($221.76) to keep their water service on. The customer was told to pay the remaining balance by 12/9. As of 1/7/2016, this account is still not current. Please take these absolute facts into account as you consider adjusting our "grade" with your agency. SJWD believes they have provided a level of leniency that is uncommon. If you require the billing history of this customer or any other documentation to corroborate the information contained in this message, please feel free to contact me.Thank you,[redacted]Chief Information OfficerSJWD Water District[redacted]864-4[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. SJWD DID NOT disconnect my service at any point in time. Their service technician did not complete the job as he was supposed to & therefore there should have never been any reconnection fee to "waive". This company is the absolute worst when it comes to customer service. Charging a $25 "delinquent" fee every time my bill falls past due is ridiculous. I am a single mother on a fixed income. The bill gets paid as it can be, and always before it's due for disconnection. The grade of this company should be a big F for failure for the way they conduct business & the treatment to their customers.
Regards,
[redacted]
[redacted] is like a water [redacted]. I am unemployed and have 2 young children, I had my water cutoff so I called and received [redacted]. I asked her what I could do to make arrangements to pay my bill. I explained I didn't have the full amount but that I would be able to pay some of it and make arrangements to pay the rest later. [redacted] felt it necessary to lecture me about how IF I had called before the water was cutoff she could have helped me. Since I didn't want to let her continue to lecture me, she says, she could have worked with me, but no I wont let her put me down and speak to me as if I have no dignity so she can control whether I have water or not? at that point I asked to speak to her supervisor, she advised she IS a supervisor and has OTHER customers to service. So I asked what I needed to pay. She gave me the full amount, did NOT offer to work with me and I thanked her and hung up the phone. That's scary that a persons ego can get in the way of you getting your water cut back on. The fact that [redacted] is a supervisor and would not let me speak to one is even more scary. Idid call back on another phone line and got another person who transferred me to [redacted] who I assume is the manager of the group. I am hoping he will respond to me with more courtesy and respect than [redacted] did.
Good afternoon,
We would like to opportunity to explain this event. The customer was late and was charged a 5.00 late fee per our policy. The burden of timely payment is that of the customer, and late bills require additional overhead and processing...
that must be accounted for. Our long standing policy regarding these issues are available here: http://www.sjwd.com/paymentpolicies.php
As noted in the policy, once a customer is one day past their due date they are assessed a $5.00 fee.
Additionally, we are willing to work with customers who call us in advance of their due date to work out payment arrangements. We have done this literally hundreds of times for our customers. If the billing period lapses and the customer bill is in arrears, we must comply with policy and apply the fees. Open communication with our staff would have prevented this fee from ever occurring. As I said before, we do not feel it is our duty to ENSURE timely payment by our customers; we use a fee structure to incentivize them to pay promptly.
Thank you, and please feel free to contact me with any questions.
[redacted]
Chief Information Officer
Good Afternoon,SJWD would like to dispute the claims made in the claim to the Revdex.com on 12/7/ SJWD believes they have met and exceeded the customer's needs and expectations regarding their account and will provide no further billing assistance or fee reductions for the following reasons:1) The customer was already given a $credit to their account on 9/23/ It was their first service disconnection for non payment (days in arrears) and staff decided to provide a courtesy adjustment as it was their first service disconnection.2) The customer was disconnected for non-payment (days in arrears) on 11/30/ The customer disputes the service was ever interrupted, but our records indicate is wasAlthough the records and the customer's story do not align, what remains irrefutable is the fact that the customer was days past due on their water bill and should have been disconnected3) In our efforts to please the customer on 11/30, we waived the $reconnect fee we typically charge for a technician to restore water service.4) The customer has been carried a past due balance the majority of the time they have used our services, dating to 6/2015.5) On 12/1/2015, we allowed the customer to pay a portion ($100) of their total bill ($221.76) to keep their water service on The customer was told to pay the remaining balance by 12/ As of 1/7/2016, this account is still not currentPlease take these absolute facts into account as you consider adjusting our "grade" with your agency SJWD believes they have provided a level of leniency that is uncommon If you require the billing history of this customer or any other documentation to corroborate the information contained in this message, please feel free to contact me.Thank you, [redacted] ***Chief Information OfficerSJWD Water District [redacted] 864-[redacted] ***
Good Afternoon,SJWD would like to dispute the claims made in the claim to the Revdex.com on 12/7/2015. SJWD believes they have met and exceeded the customer's needs and expectations regarding their account and will provide no further billing assistance or fee reductions for the following...
reasons:1) The customer was already given a $25 credit to their account on 9/23/2015. It was their first service disconnection for non payment (60 days in arrears) and staff decided to provide a courtesy adjustment as it was their first service disconnection.2) The customer was disconnected for non-payment (60 days in arrears) on 11/30/15. The customer disputes the service was ever interrupted, but our records indicate is was. Although the records and the customer's story do not align, what remains irrefutable is the fact that the customer was 60 days past due on their water bill and should have been disconnected. 3) In our efforts to please the customer on 11/30, we waived the $35 reconnect fee we typically charge for a technician to restore water service.4) The customer has been carried a past due balance the majority of the time they have used our services, dating to 6/2015.5) On 12/1/2015, we allowed the customer to pay a portion ($100) of their total bill ($221.76) to keep their water service on. The customer was told to pay the remaining balance by 12/9. As of 1/7/2016, this account is still not current. Please take these absolute facts into account as you consider adjusting our "grade" with your agency. SJWD believes they have provided a level of leniency that is uncommon. If you require the billing history of this customer or any other documentation to corroborate the information contained in this message, please feel free to contact me.Thank you,[redacted]Chief Information OfficerSJWD Water District[redacted]864-4[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. SJWD DID NOT disconnect my service at any point in time. Their service technician did not complete the job as he was supposed to & therefore there should have never been any reconnection fee to "waive". This company is the absolute worst when it comes to customer service. Charging a $25 "delinquent" fee every time my bill falls past due is ridiculous. I am a single mother on a fixed income. The bill gets paid as it can be, and always before it's due for disconnection. The grade of this company should be a big F for failure for the way they conduct business & the treatment to their customers.
Regards,
[redacted]
[redacted] is like a water [redacted]. I am unemployed and have 2 young children, I had my water cutoff so I called and received [redacted]. I asked her what I could do to make arrangements to pay my bill. I explained I didn't have the full amount but that I would be able to pay some of it and make arrangements to pay the rest later. [redacted] felt it necessary to lecture me about how IF I had called before the water was cutoff she could have helped me. Since I didn't want to let her continue to lecture me, she says, she could have worked with me, but no I wont let her put me down and speak to me as if I have no dignity so she can control whether I have water or not? at that point I asked to speak to her supervisor, she advised she IS a supervisor and has OTHER customers to service. So I asked what I needed to pay. She gave me the full amount, did NOT offer to work with me and I thanked her and hung up the phone. That's scary that a persons ego can get in the way of you getting your water cut back on. The fact that [redacted] is a supervisor and would not let me speak to one is even more scary. Idid call back on another phone line and got another person who transferred me to [redacted] who I assume is the manager of the group. I am hoping he will respond to me with more courtesy and respect than [redacted] did.
Good afternoon,
We would like to opportunity to explain this event. The customer was late and was charged a 5.00 late fee per our policy. The burden of timely payment is that of the customer, and late bills require additional overhead and processing...
that must be accounted for. Our long standing policy regarding these issues are available here: http://www.sjwd.com/paymentpolicies.php
As noted in the policy, once a customer is one day past their due date they are assessed a $5.00 fee.
Additionally, we are willing to work with customers who call us in advance of their due date to work out payment arrangements. We have done this literally hundreds of times for our customers. If the billing period lapses and the customer bill is in arrears, we must comply with policy and apply the fees. Open communication with our staff would have prevented this fee from ever occurring. As I said before, we do not feel it is our duty to ENSURE timely payment by our customers; we use a fee structure to incentivize them to pay promptly.
Thank you, and please feel free to contact me with any questions.
[redacted]
Chief Information Officer