The Olive Garden Italian Restaurant

On 11/25/2016  [redacted] inquired on sewer charge.  The Call Center Agent explained the un-averaged sewer charge for new accounts and how the rates were established by San Antonio City Ordinance and the rates approved by City Council.  Explained that once we had 3 full months...

usage the sewer rate would change depending on water consumption.  Per Agent both Mr. and Mrs. [redacted] were very insulting.  They requested to be back at the rate they were at 7 years ago at the former address.  Agent explained that by initiating new service the un-averaged sewer fees had to be implemented.  Customer’s sewer rate dropped with February billing date.   First bill was $59.05 for service dates 9/15/15 – 10/02/15   pro-rated sewer charge $24.04 Second bill was $72.00 for service dates 10/03/15 – 10/31/15   sewer charge $42.43 Third bill was $77.06 for service dates 11/01/15 – 12/03/15   sewer charge $42.43 Fourth bill was $80.82 for service dates 12/04/15 – 01/06/16   sewer charge $42.43 Fifth bill was $92.51 for service dates 01/07/15 – 02/08/16   sewer charge $35.10   Thank you, [redacted] San Antonio Water System     Key Account Coordinator [redacted]

Complaint: [redacted]
I am rejecting this response because:
The credit still amounted to more than $400 bill. Please bring it down to the normal monthly payments we make. Thanks!
Regards,
[redacted]

Can you please provide me with the customers full name, account number and or service address.

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 3 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 answered. Additionally, expect all water bills over $60 to be rectified with a refund of the difference.  The consumption of water at this address has proven the consistency usage for 4 people but doesn't reflect in the billing. There are at least 3 bills over $93 on Aug 2014, Nov 2014, and Feb 2015 not included unpaid balances carried over.  My expected outcome would be at a minimum at least $160 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]

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 account was reviewed and a credit of $922.87 was applied to the account on 11/9/2015.  Contact was made with customer on 11/9/2015, customer was satisfied with adjustment.

In reviewing the customers account she is not being double billed.  We billed her on 2/07/2017 in the amount of $17.71 with a due date of 3/6/2017.  As of today we have not received that payment.  On 3/8/2017 we billed customer again in the amount of $19.21, with the previous balance...

of $17.71 the current balance is $36.92.  This current bill is a two month bill and has a due date of 4/3/2017. The last payment we received from Ms. [redacted] for this account was on 2/10/2017 which covered the billing date of 01/06/2017 which had a due date of 2/3/2017. All this information was emailed to customer on 3/13/2017 to [redacted]

Unfortunately we are unable to change or credit the rates that were established by the City of San Antonio and that are written in the City Ordinance Chapter 34.

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]

Complaint: [redacted]
I am rejecting this response because: There is no way our consumption quadrupled ... One toilet, one sink... There is no way. Out usage shows to be very low November 2015 through May 2016 then skyrocketed June and July. Ibtrfide to accept this answer and demand all calculations and explanation of how usage increased.  Saws has been doing this for over a year to all their customers as there are numerous complaints filed with Revdex.com. The only reason the account was paid is so the new owner can turn on services.  That does NOT mean I accepted the bill.  I DO NOT!
Regards,
[redacted]

On 5/17/2016 our investigator found flow at the meter and a notice was left advising customer of possible leak. When a customer has a leak at their property they are responsible for making the repairs. SAWS is responsible for leaks located from the meter to the street. SAWS provides leak...

adjustments for several type of leak repairs. If customer would like to have a credit applied we will need date and type of repair made. Mr. [redacted]’s consumption has dropped since the January billing and is averaging a monthly bill of $65.00.

Complaint: [redacted]
I am rejecting this response because: I was lied to from the beginning of what I was to be charge.
Regards,
[redacted]

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]

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

Customer is inquiring on previous account which was listed under a different name.  Previous customer did have a leak, a courtesy adjustment was applied on 8/23/2016 for a sprinkler repair.  Credit of $122.32 was applied for 25% of the water loss for two months.

Complaint: [redacted]
I am rejecting this response because: I did not get a response as to why for 4 months last year I had 4 bills exactly the same. 
Sep-Dec 2014 were all 64.05. Then I called in the apron bc our bill became more than that and the credited me all summer. Then it became high again?! My bill should remain fairly consistent since my water usage is about the same every month. We only have 2 people living in the residence and work so we don't use very much water. There is no leak. I cover the meter with dirt and it doesn't seem to ever be cleaned off as if someone looked at the meter. My neighbors meter was reading 79 the day they came and checked so maybe they looked the the wrong one.
Regards,
[redacted]

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 $76.29 to approximately $16.91.

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

Customer was billed 1310.66 on billing date 9/28/2015.  A credit of $869.56 was applied to the customer's account on 11/30/2015, per account log customer was satisfied with credit.

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 $45.00 dollars a month for three months and that would total $135.  My water bills will not be that much in three months.  How do they come up with this amount for sewer usage?  
Regards,
[redacted]