The Olive Garden Italian Restaurant

Contact was made with Ms [redacted] and water service was reinstated at her new property effective today

Customer's account was reviewed and a credit of $was applied to the account on 11/9/ Contact was made with customer on 11/9/2015, customer was satisfied with adjustment

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 $was applied It was also found that a balance from a previous account was also transferred to current account in the amount of $ 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

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 TrusteesThe 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] ?

Complaint: [redacted] I am rejecting this response because: The credit is not posted onto our account Regards, [redacted]

The meter will be tested by 12/16/2015, that day an Irrigation Audit will also be conducted

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's complaint is being reviewed, we will respond once all information has been reviewed

Account was reviewed, no indication of incorrect reads or estimations on the account As a courtesy we have applied a total credit of $for bringing the April and May bills usage down to 10ccf's as a courtesy This included $in late fees for those two months as well Left customer a voice mail asking him to return my call to discuss bill

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/ 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/ Customer left a balance of $which was referred to an outside collection agency

An investigator went out to the property on 10/26/to verify the read and field test the meterMeter read was 671, there was no flow at the meter and the meter was tested twiceBoth times the meter tested at 100%, there were no bill errors or estimationsConsumption has dropped and we are projecting next bill to bill for approximately 4CCF’s (2,gallons)High usage possibly caused by irrigation systemCustomer may request to schedule an irrigation consultation at [redacted] (***)Because of investigation results no adjustment will be applied

I called and spoke to Mr [redacted] regarding his concerns and emailed him a copy of the neighborhood boundaries I also let him know that his sewer charge will drop from $to approximately $

Complaint: [redacted] I am rejecting this response because:I provided very specific questions to the business and yet responses were very general Specifically, about the last months having a bill which were exactly the same amount Either its the greatest coincidence in the history of a customer or SAWS is not reading the meter Also asked to address any of the issues with employees not performing their duties This was not answeredAdditionally, expect all water bills over $to be rectified with a refund of the difference The consumption of water at this address has proven the consistency usage for people but doesn't reflect in the billingThere are at least bills over $on Aug 2014, Nov 2014, and Feb not included unpaid balances carried over My expected outcome would be at a minimum at least $in refunds and consistent water meter reading with specific answers to specific questions first identified I have previously sent an email in 2014, but there was never a response and this is why the need to contact the Revdex.com Additionally, future meter reads will be closely monitored and accurately read by myself Regards, [redacted]

Customer's last estimated read was back in September A service request has been created to have the current read verified and have the meter tested for accuracy This process takes 3-working days

Complaint: [redacted] I am rejecting this response because: The credit still amounted to more than $billPlease bring it down to the monthly payments we makeThanks! Regards, [redacted]

We apologize for this inconvenienceAccount has been reviewed and balance has been charged off, Ms [redacted] has a balance with the San Antonio Water System

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 $dollars a month for three months and that would total $ My water bills will not be that much in three months How do they come up with this amount for sewer usage? 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 loyaltyBelow is a summary of events that occurred on our account # [redacted] located at Preserve Trl: o 11/26/Call received for service initiation effective 12/1/2014; security deposit $& $trip fee quoted o 11/29/statement mailed reflecting a balance of $& the $trip fee was applied to account after services were activated o 1/3/received payment in the amount of $ o 1/12/monthly statement emailed reflecting a balance of $ o 2/10/monthly statement emailed reflecting a balance of $of which $was past due o 2/10/received payment in the amount of $o 2/27/received payment in the amount of $o 3/10/monthly statement emailed reflecting a balance of $o 4/8/monthly statement emailed reflecting a balance of $of which $was past due o 5/1/final notice statement was mailed out o 5/8/monthly statement emailed reflecting a balance of $of which $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/received payment in the amount of $o 5/19/courtesy call was placed by an associate in SAWS collections department o 6/9/monthly statement emailed reflecting a balance of $of which $was past due o 7/9/monthly statement emailed reflecting a balance of $of which $was past due o 7/22/service was turned off for non-payment o 7/23/Mr [redacted] called in to have service restored & informed $paid online; same day service requested, $fee paid The following fees were assessed to the account: $trip fee/turn off$service fee$same day service fee/turn on No adeposit 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/Customers can also view their account information at [redacted] Customer Service associates are available Monday through Friday 8am to 5pmWe 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

The Storm water fee is regulated by the City of San Antonio SAWS just charges the customer's for the City At this time SAWS is waiting for the City of San Antonio's approval to make the change to this account Customer has been contacted and we have explained the process Customer was satisfied with explanation

Ms [redacted] 's complaint was forwarded to a service center manager for investigation and to contact customer