The Higher Ground

First, our rates are set by the NY State Public Service CommissionWe do not make them up, and this customer pays the same asall other customers.Second, the water in this area has a very high natural iron content which gives it a brownish/red color, though it is perfectlyhealthy to drinkWe have just completed installation of a new filter system to take this iron out of the water before it goes out tocustomers, so this color and any odor should be eliminatedAlso, Health Dept regulations require that chlorine be added to thewater as it is distributed in the system to kill any bacteria presentThis is monitored every day to keep it within approved levels

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Nor, will it be resolved, since many neighbors just won't report to the Revdex.com about this water company and it's poor practices. NO notice of the water being safe was ever brought to me or others. Boil Water Advisory notices were delivered to random residents by random people not identified. If more people filed complaints like myself, maybe this would be taken more seriously. Obviously, the almighty dollars wins out and the average Joe loses as always.
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Sincerely,
*** ***

First, our rates are set by the NY State Public Service CommissionWe do not make them up, and this customer pays the same asall other customers.Second, the water in this area has a very high natural iron content which gives it a brownish/red color, though it is perfectlyhealthy to drinkWe have
just completed installation of a new filter system to take this iron out of the water before it goes out tocustomers, so this color and any odor should be eliminatedAlso, Health Dept regulations require that chlorine be added to thewater as it is distributed in the system to kill any bacteria presentThis is monitored every day to keep it within approved levels

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[We did not receive a boil advisor until the next day after the failure occurred. Many residents received nothing! I had to inform them. We have yet to hear whether the water is safe to drink. I continue to filter my water. I would personally like to see in writing (actual maintenance records or verification from the Ulster County Health Dept...not the owners word for it). HIS word means nothing to me. Sincerely,*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The way that this customer is correct is that on July **, we did have trouble with our main pumpWhen we became aware of the problem, our Operator was at the facility and switched over to the backup pump, which did restore as much water to the system as was possible given the demandHe also
called in an expert to diagnose and fix the problemThe problem was a faulty starter switch and one was obtained and put in the next morningFull service was then restored.After getting the problem fix in progress, the Operator, a short time later went to each house to provide the required boil water notice and explanation, which is required due to the temporary loss of pressure.As to the other comments by the customer, though the system was put in when the original development was built, which seems logical, there have, in fact been several additions and upgradesAn above ground storage tank was constructed and a filter was added to reduce the iron content naturally present in the waterAt times this iron can cause a slight tint, but this occurs naturallyA new replacement for this tank is in process of being installed currentlyThis should alleviate this occurrenceFurthermore the present pump is NOT the original, which was replaced. While that morning, we were consumed with trying to solve the pump problem and it was not possible to take or return every customer call, the later notices did inform customersFurthermore, on a usual basis, every call from a customeris returned as soon as possibleFinally the water testing information sent to all customers is the yearly CCR required by the state to inform customers of all the test results for the prior year, obviously not outdated.The comments that the system is not maintained properly, that we are remiss in customer service and do not care about customer welfare are totally without any basis in fact and are completely ignorant of the actual factsThese are, in fact, very important to us

The Company stands by it's first responseA company representative hand-delivered boil water notices to every customerThe customer has no basis for stating "many residents received nothing" as she cannot speak accurately for other people secondhand.The customer is also incorrect in stating they have yet to hear if the water is safe, as the notice stated that it would be so after test results were received back on that WednesdayIf she wants to filter the water that is up to her.Since she states that our word means nothing to her, she is, and has always been able to contact the Ulster County Health Dept., as the test results from the mandated accredited testing lab have been submitted to them, as required