The Pittsburgh Water and Sewer Authority (PWSA)

March 19, 2018Revdex.com 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220Re: Revdex.com Complaint #[redacted] Account #[redacted]Dear Ms. [redacted]:Pursuant to your letter dated March 10, 2018 and the above referenced complaint number, please be advised that The Pittsburgh Water and Sewer...

Authority (PWSA) experienced billing system issues which lead to billing delays for some sewage-only customers prior to 2016. PWSA has worked to correct these issues, and we have successfully billed the affected customers in a timely manner for over a year. Our corrective measures included contacting these customers via letter on June 30, 2016 to notify them that billing on their account would resume. In those letters, PWSA explained that customers would be enrolled in a payment plan based on their total unbilled consumption amount.The complainant in this matter, [redacted], did not make any payments under the offered payment plan. The last payment on the above referenced account posted on March 14, 2016 in the amount of $115.69. When PWSA resumed collections in January 2018, we offered an additional payment arrangement to Mr. [redacted], which was to pay $300.00 in January 2018 and the remaining account balance in February 2018. Mr. [redacted] paid $650.00 in January 2018 to bring his account current.If you have any further questions in this matter, please contact me at [redacted] or via e-mail to [redacted].Sincerely,Sharon G[redacted] Customer Service Manager

Hello, I do apologize for the inconvenience this has caused.  I see an affordable arrangement was given yesterday by a supervisor at PWSA.  Please advise if there is anything else PWSA can do to assist.  Thank you

Re: Complaint Number [redacted]Account Number [redacted]Dear Revdex.com:I am writing in response to your letter dated August 9, 2017, regarding complaint number [redacted] by [redacted]. The letter expressed a concern regarding payment arrangements to stay an interruption of...

service for non-payment of water, sewer and sewage treatment charges.Ms. [redacted]’s registered water consumption for the last three billing cycles has been 10,000 gallons; the invoice per month is $204.64. The possibility of a waste of water situation has been discussed with Ms. [redacted]; a private plumbing concern should be contacted if there is a concern that the monthly usage is too high.Special payment arrangements will be offered; the amount in arrears, $521.81 will be apportioned over a six month period. This monthly sum of $86.96 must be added to the monthly sum billed for current service and remitted by the invoice due date. To avoid interruption of service or collection proceedings the plan must be in compliance for the following six months. The terms of this special payment arrangement will be detailed in a letter for review with Ms. [redacted]. I will kindly request that Ms. [redacted] contact our customer service office with confirmation of acceptance or denial.Sincerely,Mary Lou F[redacted] Acting Deputy Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12550648, and find that this resolution is satisfactory to me. 
Regards,
David [redacted]

PWSA has the rudest customer service people working for them. They won’t answer your questions and they refuse to work with you on a payment arrangement. Most people live paycheck to paycheck and can not afford a huge payment. PWSA has a lot of issues and if we didn’t live in the city we wouldn’t have to deal with them. I have filed numerous complaints and have been on talk radio complaining about them. I’m sick of dealing with incompetent people.

Re: [redacted] - Complaint Number [redacted]gh, PA 15201PWSA - Account Number [redacted]
Dear Ms. [redacted]:I am writing to you in response to your letter dated February 2, 2016 regarding the aforementioned complaint number. The...

Pittsburgh Water and Sewer Authority (PWSA) has resolved this matter through direct contact with Mr. Lapp on February 19, 2016. The circumstances as to why Mr. [redacted]'s account was erroneously billed for 79 thousand gallons of water were discussed. This account has been corrected and invoices have been provided to Mr. [redacted].Sincerely,Senior Manager Customer Service[redacted]

Attention: [redacted], Operations TeamAccount Number: [redacted]Revdex.com Identification Number: [redacted]Dear Ms. [redacted]:This letter is in response to a complaint that was filed with your agency against The Pittsburgh Water and Sewer Authority by [redacted] on October 13, 2015. This customer has a total amount due of $621.00. These charges were due to a catch-up consumption invoice for 22 thousand gallons of water as there were 11 estimated readings for her account. The Pittsburgh Water and Sewer Authority provided this customer with a payment plan of $79.63 for a six month period. This customer must also pay current usage charges every month.This customer was sent a 10-Day Disconnection Notice for $149.47. All customers are sent a reminder notice if their water usage charges are past due. The steps to disconnect water service requires The Pittsburgh Water and Sewer Authority to send the customer a 10-Day Disconnection Notice, telephone the customer and/or post a 48-Hour Disconnection Notice to the property, which informs the customer that there will be an interruption of water service.If you have additional questions regarding this complaint, please contact me at ###-###-#### or you may contact The Pittsburgh Water and Sewer Authority Customer Service at ###-###-#### or via email at [redacted]. Our office hours are Monday through Friday 8:00 a.m. to 6:00 p.m. Eastern Time.Tanya G[redacted]-W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.No, I do not accept this offer.  I received NOTHING in writing or any emails from PWSA stating I was being charged in installments, nor did anyone call me to discuss the issue with me.   I only just received some back up invoices because of the complaint recently filed with the Revdex.com, and they make no sense at all.  The payouts listed in this complaint don't match up with the amounts that are listed in the complaint.  I had to reach out to PWSA, and ask why I wasn't billed.   I still wasn't told in the emails what this mystery billing arrangement was for.   My bill has gone up significantly over the years and I would like to know what all is being charged for $25 a month.   I would hope I wouldn't get a late fee considering this wasn't my fault, and I had given the company our checking info to ensure that I am never late in paying my bill.   I already canceled my auto bill setup because it can't be trusted. Attached in the document are supporting emails to confirm I received nothing from PWSA, nor did they tell me about this payment plan.I want my bill reduced, and of course I'm not paying any late fees, this was entirely the companies fault.   I want my balance reduced and/or waived.Regards, [redacted]

Re: Complaint Number [redacted] - Account Number 5102866-1054445Dear Revdex.com:I am writing to you in response to your letter dated May 8th, 2017 regarding complaint number [redacted], for Mr. [redacted]. The letter expressed concerns regarding the calculation of his sewage bill; this is calculated based on the published rates of The Allegheny County Sanitary Authority. A four year Alcosan rate structure was approved by The Board of Directors at its public meeting on October 24, 2013.The increase for the fourth year; effective for water used beginning January 1, 2017 will be 11 percent (11%).PWSA has experienced system issues which lead to billing delays for some sewage customers. PWSA has worked to correct these issues and bill customers in a timely manner. Customers were contacted via letter on 6/30/2016 to notify them that billing on their account would resume. In that letter PWSA explained that customers would be enrolled in a payment plan based on the total unbilled consumption amount. PWSA also stated that no penalty or interest charges would be applied during this period. These measures were implemented to avoid undue hardship. The consumption information for Mr. [redacted]’s sewage account is included as a part of this response letter.Beginning January 1,2017, all PWSA customers, including sewage only customers, will be charged a sewer convyance rate. This change is necessary to fund the repair, maintenance and replacement of PWSA’s essential sewer infrastructure. Sewage only customers are also users and beneficiaries of this system, but were not previously charged for the sewage and stormwater conveyance service provided to them.Please note the usage data provided has been authorized by Pennsylvania American Water (PAWC). The March 23, 2017 invoice billed 1,800 gallons. The read provide by PAWC was 4677; documentation included with this response letter. In addition a monthly usage breakdown has been provided. If the customer has questions regarding consumption, please have them contact PAWC directly at ###-###-####, Monday through Friday between 7:00 am and 7:00 pm.Sincerely, Mary Lou F[redacted]Assistant Manager, Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The PWSA states that I received a bill for $38.34 due on May 24th.  They sent me multiple bills after I told them I contacted the Revdex.com - I received 4 different bills on Saturday from the PWSA totally almost $150.  This does not tell me that my issue is resolved and that I will be getting monthly bills going forward.  This has been ongoing for over a year now.  They have not been addressing these in a timely matter - I have to email multiple times to get any answers.  I have been asking for a bill since I paid my last bill in January (which only covered my balance through December).  The only gave me copies of my bills once I notified the Revdex.com.  I do not consider this resolved until I receive regularly monthly bills without asking for my monthly bill.
Regards,
[redacted]

I am writing to you in response to the complaint filed by [redacted]. [redacted] on May 26, 2016. This customer requested that the water service be terminated on April 29, 2016 at the above service address. A residential shut-off request form was completed and returned to The Pittsburgh Water and Sewer...

Authority.The work order was not completed in a timely manner and this customer was charged. A revised final bill was corrected and sent to this customer. All penalties, interest and fees have been removed from the account. The account was credited $5,803.64 on June 3, 2016.The Pittsburgh Water and Sewer Authority consider this matter closed.if you have additional questions regarding this complaint please contact me at ###-###-#### or you may contact The Pittsburgh Water and Sewer Authority Customer Service at ###-###-#### or via email at [redacted]. Our office hours are Monday through Friday 8:00 am to 6:00 pm.SincerelyTanya G[redacted]Senior Manager Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
To whom it may concern,Regarding the response from Mary Lou F[redacted], Assistant Manager in customer service, unfortunately PWSA's response is unsatisfactory. The response in no way explains the billing discrepancy between American Water and PWSA.American Water's invoices have me utilizing roughly 1800-2200 gallons of water/month, and that is what they billed me for. I have evidence of this if necssary.PWSA on the other hand is billing me at nearly double that usage and in turn is claiming their errors in billing are due to American Water reporting higher usage.If American Water sees my water usage at 4500+ gallons per month but only bills me for 1800, who's fault is this?This matter needs to be investigated further by PWSA. I request that the assistance manager, Mary Lou F[redacted], reach out to American Water to determine why there is this discrepancy. This is not an issue of me having a concern over consumption, my concern is that PWSA is over-billing me and the response given does absolutely nothing to address this concern.I would like a response from the assistant manager on the outcome of their follow up with American Water. At that time if necessary I can reach out to American Water to determine why they are billing me for nearly half of what they are sending to PWSA as consumption statistics. This is an issue between American Water and PWSA, not me, the consumer.
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I am still awaiting a response from them in regards to the usage I have versus their bills. Please see the attachments
Regards,
[redacted]

February 3, 2017Revdex.com Revdex.com400 Holiday Drive, Suite 220Pittsburgh, Pennsylvania 15220Re: Complaint Number 11968233— Account Number 5019657-1185952Dear Revdex.com:I am writing to you in response to your e-mail dated February l, 2017 regarding complaintnumber [redacted] for...

Mr. [redacted]. The letter expressed he has concerns regarding thewater that registered through his meter between December it, 2016 through January 13th,2017. On January 11th, 2017 a high consumption advisory letter was mailed to Mr. [redacted]. Themeter registered seventeen thousand gallons of water specifically between December 23,2016 and December 27th, 2016. Mr. [redacted] received correspondence from The WaterExoneration Hearing Board, City of Pittsburgh, denying his appeal request. Mr. [redacted] wasadvised of the following: “According to our research, PWSA is in compliance with BillingProcedures as established in the Rules and Regulations. Chapter 3, section 321.2, states “allmeters or remote reading devices shall be read at least once per year”, which has been done inyour case. Consequently, unless you can provide evidence to the contrary, your appeal mustbe denied. We have already waived any penalty and interest charges associated with theamount in dispute.”On page two is the consumption information for Mr. [redacted]’s account during the highconsumption period.PWSA considers this mailer resolved.Sincerely,Mary Lou FaganAssistant Manager, Customer Service

Re: [redacted]Complaint Identification No. [redacted]Dear Ms. [redacted]:I am writing to you in response to your letter dated September 14, 2015 regarding a complaint submitted to you by Ms. [redacted] against The Pittsburgh Water and Sewer Authority. The...

following is a description of what transpired that may have prompted her dissatisfaction with the Authority.Ms. [redacted] had two (2) large invoices dated February 6, 2014 and March 7, 2014. Both invoiced amounts were based on actual meter readings. Ms. [redacted] advised The Pittsburgh Water and Sewer Authority on February 18, 2014 that there was a leak on this properly coming from under the furnace.Ms. [redacted] submitted an appeal of the charges to the Water Exoneration Hearing Board and her appeal was denied on the bases of actual water consumption which registered through the meter.On April 8, 2014, Ms. [redacted] was offered a payment arrangement which she failed to uphold.If you have additional questions or require assistance in the future, please contact The Pittsburgh Water and Sewer Authority Customer Service at ###-###-#### or send an email to [redacted]. Our office hours are Monday through Friday 8:00 a.m. to 7:00 p.m. Eastern Time.Sincerely,[redacted]Senior Manager, Customer Service

Re: Complaint Number [redacted]- Account Number [redacted]Dear Revdex.com:I am writing to you in response to your letter dated December 8, 2016 regarding complaint number [redacted] for Mr. [redacted]. The letter you expressed concerns regarding the calculation of his sewage bill; this is calculated based on the published rates of The Allegheny County Sanitary Authority. Mr. [redacted]’s aggregate account balance is $232.58.PWSA has experienced system issues which lead to billing delays for some sewage customers. PWSA has worked to correct these issues and bill customers in a timely manner. Customers were contacted via letter on 6/30/2016 to notify them that billing on their account would resume. In that letter PWSA explained that customers would be enrolled in a payment plan based on the total unbilled consumption amount.PWSA also stated that no penalty or interest charges would be applied during this period. These measures were implemented to avoid undue hardship. Attached is the consumption information for Mr. [redacted]’s sewage account.Please note the data provided has been authorized by Pennsylvania American Water (PAWC).If the customer has questions regarding consumption, please have them contact PAWC directly at ###-###-####, Monday through Friday between 7:00 am and 7:00 pm. If there are additional questions regarding a special payment plan please have them contact PWSA Customer Service at ###-###-#### or via email at [redacted]. Our office hours are Monday through Friday 8:00 am to 6:00 pm.Sincerely,Mary  Lou F[redacted]Customer Service Assistant Manager

Re: Complaint Number [redacted]Dear Revdex.com:We are writing to you in response to your complaint letter dated May 2, 2016 regarding complaint number [redacted].The Pittsburgh Water and Sewer Authority (PWSA) is aware of the delays. We are addressing the issues preventing us from issuing...

bills in a timely manner. Due to the delayed billing, if the total balance due creates a financial hardship, PWSA will offer payment plans to customers based on financial need.Ms. [redacted] was recently sent a bill in the amount of $38.34 due on May 24, 2016. The last payment received on Ms. [redacted]’s account was for $172.58 on January 22, 2016. Her account is current.We apologize for any inconvenience this delay may have caused. PWSA considers this matter resolved.If the customer has questions regarding their bill, please have them contact PWSA Customer Service at ###-###-####, or via e-mail at [redacted] Office hours are Monday through Friday from 8:00 a.m. to 6:00 p.m.Sincerely,Tanya G[redacted]-W[redacted]Senior Manager Customer Service

Re: Complaint Number [redacted]Dear Ms. [redacted]We are writing to you in response to your complaint letter dated April 25, 2016 regarding complaint number [redacted].We are addressing the issues preventing us from issuing bills and will resume billing accounts on a monthly basis in the coming weeks....

The Pittsburgh Water and Sewer Authority (PWSA) will offer payment plans to customers and there will be no penalty or interest charges. PWSA received a payment of $30.55 on February 7, 2016. There is no payment due at this time. Please accept our sincerest apology for any inconvenience this delay may have caused you.If you have additional questions please contact PWSA Customer Service at [redacted] or send an email to [redacted]. Our office hours are Monday through Friday 8:00 a.m. to 6:00 p.m.Sincerely,Tanya' G[redacted]-W[redacted]Senior Manager Customer Service

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]

I am being charged over $140 a month for sewage bills from Pgh 2o my neighbors are paying 30 bucks. whats going on who can fix this

they owe me a lot of money paying over $140 a month is suspect