The Olive Garden Italian Restaurant

We apologize for this inconvenience. Account has been reviewed and balance has been charged off, Ms. [redacted] has a 0 balance with the San Antonio Water System.

On June 30, 2015 an emailed complaint was received from [redacted] in regards to the services being disconnected at the property located at [redacted]  There was no payment received on May 29, 2015 as promised, a payment for the amount of $50.00 was received on June 9,...

2015 and as a result the water was disconnected.  I contacted Ms. [redacted] and explained that payment arrangements were established with her on May 26, 2015 for payment of $100.00 to be made on May 29, 2015. Our records indicate that there was no payment received on May 29, 2015 as promised and as a result the water was disconnected.  A $200 payment was made online June 30, 2015, the payment was verified, I set up payment arrangements for the remaining balance and a request was issued for the water service to be restored on June 30, 2015. We consider Ms. [redacted] to be a valued customer and have explained the importance of making sure that payments are made as per the arrangements established. Respectfully,   [redacted]San Antonio Water SystemKey Account Coordinator[redacted]  Office[redacted]  Fax[redacted]@saws.org

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

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:Saws is lying about what we were told, and what was said. The agent was very rude when we asked specific questions and we asked to speak to a supervisor we were told none wa available. We asked for a call back never received one. I love how Saws try's to put the blame on the customers when they are the ones in the news all the time for over billing customers. TypeAmountStatusConfirmation No.01/28/201609:58 PMChecking - saws.org80.82Received[redacted]01/03/201612:22 PMChecking - saws.org80.78Received[redacted]11/21/201501:35 PMChecking - saws.org72.00Received[redacted]10/23/201508:34 PMChecking - saws.org59.05Received[redacted]Only the last 13 online payments made through SAWS eBill site are displayed here. For complete payment history to your account, click the Payment History tab. The 
Regards,
[redacted]

Customer's last estimated read was back in September 2015.  A service request has been created to have the current read verified and have the meter tested for accuracy.  This process takes 3-5 working days.

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

On 3/20/2016 one of the Call Center Supervisors spoke to Ms. Livings and explained her usage and billing. Our records indicate that her meter readings are actual reads and not estimations. At this time our Meter Reading Department is fully staffed and will only estimate if meter reader is not able...

to obtain read due to obstruction of meter. A service request has been created to have the meter tested. SAWS does base residential sewer billing on the average monthly use of water during three complete consecutive billing periods from mid-November through mid-March.  Since water is mostly used indoors during this cooler months and likely ends up processed at SAWS treatment plants through the sewer system, this amount serves as the basis for winter averaging.

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 Trustees. The 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]     
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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...

$51.55 was applied.  It was also found that a balance from a previous account was also transferred to current account in the amount of $73.42.  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.

Account was reviewed, no indication of incorrect reads or estimations on the account.  As a courtesy we have applied a total credit of $167.52 for bringing the April and May bills usage down to 10ccf's as a courtesy.  This included $14.08 in late fees for those two months as well. ...

Left customer a voice mail asking him to return my call to discuss bill.

Customer had been mailed a final notice for the past due amount.  The October bill had an IMPORTANT NOTICE stating service was subject to disconnection (see below).  Customer was originally billed an additional deposit of $185, o agent reduced the deposit to $72. A trip fee of $10 for...

turn off and a service fee of $10 for turn on.  When customer is turned off for non payment we require a deposit that will cover the amount of the past due at the time of disconnection.  Customer was billed for two trip fees and one service fee, I have removed one trip fee of $10. In reviewing the customers pay history we were out for prior disconnection in May 2016, security deposit of $72 will remain on the account.

Investigation conducted at property, meter read verified to be correct.  Unfortunately we are unable to tell how or when that water was used or wasted.  As a courtesy a credit of $233.52 was applied to the account by billing usage at the first tier billing.  Spoke to Ms. [redacted] and...

explained investigation and credit.  Customer was satisfied with credit.

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]

Revdex.com:
I received a call from service business manager.  Thank you Revdex.com for your assistance.
Regards,
[redacted]

Customer has carried a previous balance on the account since bill date of 01/05/2017. Water was disconnected on 1/22/2018 for the previous balance of $80.49. Mr. [redacted]’s current bill was mailed on 1/05/2018 and had a due date of 1/22/2018. Previously we had mailed customer a final notice...

indicating that the previous balance was due upon receipt of the final notice. An “Important Notice” was also on the current bill indicating that a final notice had been mailed regarding the previous balance shown on the current statement (see below). In reviewing the Mr. [redacted]’s account and the consumption history it looks as if customer had a leak in 2016 but did not submit repair receipts to be granted a credit for repairs. At this time we have applied a credit of $116.13 and [redacted], Director of Customer Service will make contact with Mr. [redacted].

Account was reviewed on 8/22/2016 and the consumption was adjusted based on the customers concern.  A credit of $13.03 was applied as well as a credit for the late fees of $87.91. Unfortunately the April and May bills were estimated causing the usage to bill on the June bill.  However, the...

July bill indicated a correct read. Customer now has a credit of $13.03 and new customer has initiated service effective today.

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

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.