The City of Fairmont

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

In response to the complaint from customer ID number [redacted] , per their statement, their water balance is $and there is no shut off valve at the property other than the meter shut off valve Customer states he had to get his landlord to shut off the meter so he can make the necessary repairs and should not be responsible for the water consumption that flowed thru the meter The customer usage for the 2016-year is as follows 06/08/2016-08/07/gallons of water consumed and billed08/07/2016-10/06/gallons of water consumed and billed10/06/2016-12/05/gallons of water consumed and billed12/05/2016-02/03/gallons of water consumed and billedThe City of Fairmont has made the following attempts to alert the customer of the possible leak by sending an attached continuous usage letter via email on the following dates:08/25/2016, 09/09/2016, 12/15/2016, 01/18/2017, and 02/22/2017As you can determine from the usage increase and correspondence notifications of the leak, customer had ample notice and time to repair issue before it rose to the high dollar level As per the [redacted] it is the responsibility of the owner of the property to have a shut off valve inside the property The City of Fairmont is only responsible for the main line to the meter well and meter infrastructure inside the well The customer’s service line and any lines in or on property from meter well to structure is the responsibility of the owner of the property Our filtration department is open hours a day/ days a week and our customer service center is open Monday – Friday 8:– 4: Any one of these departments can call out a meter tech to shut off the services at any time, day or night, so the customer can make needed repairs and turn on when repairs are completedAccording to the [redacted] rule 4.4.c.1, for The City of Fairmont to consider an adjustment to the customer’s account, customer would need to provide proof of the repair, via receipts and pictures of the repair to any underground service line The [redacted] *oes not allow adjustments for leaking commodes, dripping faucets, malfunctioning appliance and other similar situations Accordingly if the leak was underground, then receipts and pictures are all that will be needed for an authorized adjustment Lastly if the leak was and appliance, which is what it appears to be, then no adjustment is warranted According to our records, the customer fixed the issue on February 22, at 5:pm The meter is registering reduced usage since that time Customer has made payment, in full, to the account February 28, With best regards, [redacted] Customer Service SupervisorCity of Fairmont Fairmont Utility Customer Service Center

In response to the complaint from customer ID number *** per their statement, the customer has stated there was a leak and per our previous correspondence we detailed the *** rules that demonstrated that the customer is responsible for all leaks inside the residence *** ***y stated he was never given the number for shut off service to repair the leak, however the number for calling after hours is located on the back of the bill and website, or he could have called the office during business hours to ask for a meter tech to be sent or set up an appointment to do so at any given time.In addition, he stated we told him that 10K gallons a month is when that is not the standard of the industry that we educate customers on as operating procedure The average for a month billing is to gallons per person per bill So if there are people in the home, then the customer should use between approximately and gallons, as a norm Obviously that differs somewhat from customer to customer And as you can see from the previous correspondence, and the attached documentation, *** *** has had consistent water usage up to the leak.Furthermore, in regard to the accepting of payments, the attached documentation shows that *** *** signed a payment arrangement on 01/30/ The payment plan rules are as follows and have also been attached You must pay 50% down with other amounts listed He agreed to pay the other 50% on 02/13/ As you can see from the history of *** *** account attached, he did not make that payment on time, we sent a delinquency notice on 02/23/and on 02/28/he was forced to pay the bill in full The reason for full payment is listed under #of the payment plan he signed, “if Deferred Payment Plan is not honored and shut off notice is issued, no extensions or arrangements will be made and delinquent amount must be paid in full to stop termination of service” The rules of the payment arrangements are via approval by the ** *** and that is what we must full to avoid any acts of discrimination.I do feel for the situation that *** *** was in and we have to deal with this type of matter on almost a daily basis, which is the exact reason we have such structured procedures I truly wish I could help him more but at this time the only thing I can offer is to remove the penalties incurred on his bill during the time period in question With that in mind, I am willing to remove the $in penalties and also give him a one-time leak adjustment of $ I am hopeful that this situation has provided and educated opportunity for our good customer so that in the future, if this happens again, the customer is aware of the process.Sincerely,*** ***Utility ControllerCity of Fairmont Fairmont Utility Customer Service Center

In response to the complaint from customer ID number [redacted], per their statement,  their water balance is $954.00 and there is no shut off valve at the property other than the meter shut off valve.  Customer states he had to get his landlord to shut off the meter so he can make the...

necessary repairs and should not be responsible for the water consumption that flowed thru the meter.  The customer usage for the 2016-2017 year is as follows…06/08/2016-08/07/2016 9769 gallons of water consumed and billed08/07/2016-10/06/2016 30451 gallons of water consumed and billed10/06/2016-12/05/2016 40800 gallons of water consumed and billed12/05/2016-02/03/2017 36040 gallons of water consumed and billedThe City of Fairmont has made the following attempts to alert the customer of the possible leak by sending an attached continuous usage letter via email on the following dates:08/25/2016, 09/09/2016, 12/15/2016, 01/18/2017, and 02/22/2017As you can determine from the usage increase and correspondence notifications of the leak, customer had ample notice and time to repair issue before it rose to the high dollar level.  As per the [redacted] it is the responsibility of the owner of the property to have a shut off valve inside the property.  The City of Fairmont is only responsible for the main line to the meter well and meter infrastructure inside the well.  The customer’s service line and any lines in or on property from meter well to structure is the responsibility of the owner of the property.  Our filtration department is open 24 hours a day/ 7 days a week and our customer service center is open Monday – Friday 8:30 – 4:30.  Any one of these departments can call out a meter tech to shut off the services at any time, day or night, so the customer can make needed repairs and turn on when repairs are completed. According to the [redacted] rule 4.4.c.1, for The City of Fairmont to consider an adjustment to the customer’s account, customer would need to provide proof of the repair, via receipts and pictures of the repair to any underground service line.    The [redacted]oes not allow adjustments for leaking commodes, dripping faucets, malfunctioning appliance and other similar situations.  Accordingly if the leak was underground, then receipts and pictures are all that will be needed for an authorized adjustment.  Lastly if the leak was and appliance, which is what it appears to be, then no adjustment is warranted.  According to our records, the customer fixed the issue on February 22, 2017 at 5:00 pm.  The meter is registering normal reduced usage since that time.  Customer has made payment, in full, to the account February 28, 2017.  With best regards,[redacted]Customer Service SupervisorCity of Fairmont Fairmont Utility Customer Service Center

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]