The Olive Garden Italian Restaurant

We certainly understand your concerns regarding the bill and usage being the same the last months and as explained in the previous response, customers are billed in cubic feet of water, which means that it is possible to use the same number of cubic feet of water although you may not have used the same amount of gallons An emailed billing inquiry was received on 5/21/and a SAWS field investigator went out to the property on 5/23/and the read was verified. We also made an attempt to contact the customer to discuss the field results and unfortunately we did not have a correct contact number in our records nor do our records indicate that the customer contacted SAWS to inquire on the field results for the site visit on 5/23/ Our employees perform their job duties to the best of their abilities and if there is a question regarding the accuracy of a customer’s consumption as shown on the water bill, we recommend that a customer make contact with SAWS as soon as the bill in question is received We will send a SAWS field investigator to the property so that a field meter test is performed to ensure that the meter is functioning properly and the field test results will be provided to the customer as soon as possible Respectfully, *** *** San Antonio Water System Key Account Coordinator *** Office *** Fax ***

Good morning,Thank you for contacting the San Antonio Water System andthe opportunity to address your inquiry. In reviewing Ms***account the meter reads are actual reads and not estimations. In the pastfour months the monthly bill amounts differ, 7/1/ $67.67,
7/31/2015$90.24, 8/31/$81.23, and 9/30/$. A field representativewent out to the property on 10/6/to verify the current read. On9/29/our meter reader picked up a read of 75, on 10/6/our fieldrepresentative picked up a read of 79. Read was correct, in projectingthe usage for the next billing the customer will approximately bill for 20ccf’s (14,gallons).
*** ***San Antonio Water SystemKey Account Coordinator

Account has been reviewed and a credit of $has been applied to the account. Customer was left a voice mail to contact our office to discuss account

Complaint: ***
I am rejecting this response because:I don't mean to exactly reject the message, just some feedback reallyI would like to help the process along a little bit, not trying to just angrily complainI feel like there is a definite disconnect here, I take full responsibility for being behind on my bill and while having the money to pay it I chose to pay other bills and do this paycheck to paycheck juggle...that's my struggle and no one else's, but there is a bit of issue with the level of service being providedThere's a big gap in in the way utility companies notify their customers, CPS has one policy, waste companies have others and SAWS has its own too, its quite confusing to consumersNow factor in that we have no choice in who we get our service from and there's more of an issue, I can't just say "Well SAWS, I'm going to try this service over here if I don't agree with your policies" but I can't, just like with CPSI just feel there is a better way to handle delinquency notifications and providing disconnected notices to your customers, not everyone is perfect and lives in a stepford-esque world with money to burn no worries when using auto-payAt the same time there is a large margin of us that aren't on government benefits paying our utilities or at the very least guaranteeing they stay on.I'm sure it doesn't make any monetary sense to spend time and money re-aligning business practices for people behind on their bills, but it would be the right thing to doPlease consider making an improvement in business practices that reflects some warmth and humanity and not the cold, dry inhuman touch of stealthily disconnecting someone's water while they are home, inside and feet away, and then sneaking away to let them discover it on their own, with the office and any hope of doing anything about it, conveniently closing at 5pm.I'm over the anger and frustration part, I would just like to help make a change for the positiveHave a great day
Regards,
*** ***

Complaint: ***
I am rejecting this response because: within the past months plumbers have came to my house and did not find any leaksI feel either the meter is faulty or is not being read correctly.
Regards,
*** ***

Correction has been made to the account and a credit of $has been applied to the accountCustomer contact was made with Mr*** ***

Due to SAWS policy customer was denied adjustment for leak repair that was completed on 7/26/2016. In reviewing the account customer was granted a credit on 10/9/for a leak repair that was completed on 8/11/2015. An exception has been made and a credit of $has been applied to
the customer's account. Contact has been made with Mr***

The customer has not had monthly bills over $He received bills for over $due to previous balances. Usage is higher this year than last, a service request was created to have the meter field tested by end of day today. I spoke to Mr*** regarding billing and
usage. I explained previous balances as well as higher cons than last year at the same timeCustomer states has had problems with the commodes, they are running and he since turns them off at the valve. I explained how running commodes can impact the usageI told him that if repairs were made and cons drops we can adjust and credit account for some of the water loss as well as re-average the sewer fee

Per our billing records the customer's service was disconnected on 9/5/at 1:13pm due to the previous balance for due date of 7/10/SAWS does not disconnect service after 6pmCurrent bill had an importance notice (please see below)It clearly states that the due date shown
on this statement is for current charges onlyCustomer called after office hours and made contact with our Emergency Operations Center, unfortunately they are unable to take payments or restore service. Customer contacted our office on 9/6/and paid amount due and service was restored today at 8:26am

Consumption has been consistent, on 10/20/a phone call was made and voice mail left. Meter was tested twice on 11/7/for accuracy. Both tests conducted tested at 100%Meter read at was verified to be correctCustomer was explained that the reason his water
bill was high was due to the un-averaged sewer chargeNo adjustments will be made at this timeCustomer provided several reads for the month of OctoberThe reads are not matching with our meter reads, customer might be reading a the neighbors meter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***From: *** *** [mailto:***] Sent: Friday, July 29, 8:PM To: info Subject: Re: Your complaint has been received ResolvedThank yoi!

Complaint: ***
I am rejecting this response because: My desired outcome was a logical explanation which I do not feel I have received. While the information that the business has supplied as to what has transpired recently is factually correct, I am still left with the same question regarding my water usage. My irrigation system has been off since October and yet my bill for the service date of Oct 29-Nov is extraordinarily high. I agree with the business factual information about my water bill the same time last year, which again was a problem, how was this same month last year and issue with the peak usage for the year. The case may be closed but I do not agree with the explanation as it does not seem logical. I was not anticipating a refund but the field needed to be completed. I will now monitor my meter reads and take photographs as evidence. I only wish that I had other options when it came to water services in my area.
Regards,
*** ***

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]

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]

An investigator went out to the property on 10/26/2017 to verify the read and field test the meter. Meter read was 671, there was no flow at the meter and the meter was tested twice. Both times the meter tested at 100%, there were no bill errors or estimations. Consumption has dropped and we are...

projecting next bill to bill for approximately 4CCF’s (2,992 gallons). High usage possibly caused by irrigation system. Customer may request to schedule an irrigation consultation at [redacted]). Because of investigation results no adjustment will be applied.

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.
I did talk to SAWS representative and my only question was why do we need to escalate to get a resolution? She was apologetic and advised me that she will be addressing the issue with customer service supervisor at lower level!!!thank you Revdex.com for following up on this!
Regards,
[redacted]

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 11/17/2015  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 9/15/2015.  Customer left a balance of $730.62 which was referred to an outside collection agency.

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...

loyalty. Below is a summary of events that occurred on our account # [redacted] located at 8915 Preserve Trl: o   11/26/2014 Call received for service initiation effective 12/1/2014; security deposit $72.00 & $10.00 trip fee quoted   o   11/29/2014 statement mailed reflecting a balance of $72.00 & the $10 trip fee was applied to account after services were activated   o   1/3/2015 received payment in the amount of $82.00  o   1/12/2015 monthly statement emailed reflecting a balance of $69.73  o   2/10/2015 monthly statement emailed reflecting a balance of $134.01 of which $69.73 was past due o   2/10/2015 received payment in the amount of $100.00 o   2/27/2015 received payment in the amount of $34.01 o   3/10/2015 monthly statement emailed reflecting a balance of $61.99 o   4/8/2015 monthly statement emailed reflecting a balance of $108.14 of which $61.99 was past due o   5/1/2015 final notice statement was mailed out  o   5/8/2015 monthly statement emailed reflecting a balance of $154.29 of which $108.14 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   5/18/2015 received payment in the amount of $100.00 o   5/19/2015 courtesy call was placed by an associate in SAWS collections department  o   6/9/2015 monthly statement emailed reflecting a balance of $100.44 of which $54.29 was past due o   7/9/2015 monthly statement emailed reflecting a balance of $144.44 of which $100.44 was past due o   7/22/2015 service was turned off for non-payment o   7/23/2015 Mr. [redacted] called in to have service restored & informed $154.44 paid online; same day service requested, $30.00 fee paid     The following fees were assessed to the account:  $10.00 trip fee/turn off$10.00 service fee$30.00 same day service fee/turn on             No add-on deposit 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 24/7. Customers can also view their account information at [redacted]  Customer Service associates are available Monday through Friday 8am to 5pm. We 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

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]

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.