Toho Water Authority

On Friday, February 28, 2020 at 9AM a representative for the account holder of *** contacted Toho Water Authority stating they had purchased a test kit, tested their water and received a positive reading for choliform bacteria.
The agent assisting the customer promptly entered a service order to have the location checked out. The original technician requested back up verification as there was no chlorine residual registering at the home (not at the meter). Upon arrival of the second technician he was not able to test the water.
Therefore, on Monday, March 2, 2020 a third technician was sent to the location with the customers present. The technician confirmed there was a 0.6 chlorine residual at the meter, which is where the point of delivery responsibility ceases for Toho Water Authority. The technician requested and received water samples from the homeowner for the bathroom and kitchen area.
It was determined the customer has a double filter system on the kitchen faucet allowing the false reading. The presence of a filter device removes chlorine and if the sample is not correctly taken can produce a false result. The customer was advised the water being delivered by Toho Water Authority is safe with adequate levels of chlorine to ensure there is no bacteria growth.

Consumption at this location began to indicate signs of a small leak on or about 11/25/2019. The consumption increased slowly and by 12/15/19 was showing signs of larger daily increases until 12/21/2019 when the daily consumption went to 14,250 gallons for the day. On December 23, 2019 the consumption was at 31,500 for the day which should have resulted in very low water pressure inside the home.
Toho Water Authority performs meter reading and subsequent billing of water consumption on a monthly basis. For this particular location, the meter is read on or about the 2nd of each month.
The meter reading for November 2, 2019 included some higher than normal consumption but was not a part of the December water leak (there was a single day consumption of 1,650 gallons). However, the meter reading and subsequent billing for 12/2/2019 did include the beginning of the water leak by small increases in consumption. On January 2,2020 when the meter was read to prepare for the monthly billing the higher consumption did register.
On January 8, 2020 the secondary account holder *** called in to report the leak repair. Following review of the recorded phone call it was learned the agent advised the account holder the adjustment would be in the $2,000 range. However, the agent stated during the call this amount seemed high and all adjustments are reviewed for accuracy prior to posting to an account. Furthermore, the agent advised the account holder he would hear back if a different amount was posted. The agent inadvertently added a wastewater adjustment (as the majority of TWA customers have wastewater services but this account does not) for this account which was subsequently rejected and the correct adjustment of $1,003.61 was posted and updated on the account. The agent nor the supervisor advised the account holder (s) of the change in adjustment which is admittedly a misgiving on the part of TWA.
On January 9, 2020 it was recognized by the billing department the consumption was significantly higher than normal and reached out to the customer on 1/9/2020 by email and personal letter as there were no phone numbers associated with the account. The billing for this location was created and mailed on 1/10/2020 indicating a balance of $1,341.81 (of which included an average bill of $18.10).
On January 29, 2020 the secondary account holder, *** contacted the TWA offices concerned with the amount of the adjusted bill and subsequent remaining amount to be paid by 1/31/2020. Mr. was advised of the adjustment error and how the adjustment was calculated. Mr. requested and spoke with a supervisor to confirm the calculations were correct. During the call an offer was made to create multiple payment arrangements that would allow up to 6 months to receive the remaining payment. The payment arrangement offer was declined.
On February 10, 2020 Mr. received a phone call from the TWA collections department to advise of the now delinquent amount and the possible interruption of service on 2/13/2020. Mr. spoke with the Customer Service Manager which provided understanding for the error and also reitereated the offer for a longer than average payment arrangement time frame. The manager explained the water was registered on the meter as usage, not for the purpose Mr. intended, but according to board approved policies is required to be paid.

The adjustment policy allows for the water to be paid at cost recovery tier of $1.94 per thousand gallons rather than the water conservation rate structure. Mr. account has received the removal of any late fees and an exemption from any interruption of services during the time the billing of 1/10/2020 is being contested.
Mr. has discussed his particular situation with the Customer Service Director and the Executive Director of TWA. Mr. is set to approach the Board of Supervisors at the next regularly scheduled meeting on March 12, 2020.

I apologize for the inconvenience you incurred as a result of attempting to pay your bill. I have reviewed the recorded conversations between yourself and several different agents. On October 10, 2019 contact was made by the TWA Collections Team to advise of the unfortunate event that your payment had been returned due to NSF and a payment would be required by 5PM on Friday, October 11, 2019. Calls were placed to our call center on October 11, 2019 in an effort to make payment. I understand you were experiencing difficulties accessing the web site to complete the required payment. In fact agent, Cynthia, attempted to use her personal cell phone to ensure the payment processing web site was working and she could find no fault. She did provide other options; however, additional fees would be required and that was not the payment method of choice.
The date for the required payment was October 11, 2019 (Friday) by 5PM and no payment was posted that date. However, the interruption of service did not occur until Tuesday, October 15, 2019 providing additional days/time for the payment to be received. Subsequently, the service to the location was interrupted on Tuesday, October 15, 2019 and a payment was received. Additionally, on Tuesday, October 15, 2019 the disconnection fee that was charged as part of the normal process was subsequently waived and credited back to the account.
Toho Water Authority provides multiple payment options to customers and allow additional time to receive payments in an effort to avoid an interruption of service which is unpleasant for everyone.

Toho Water Authority works hard to service our customers and make sure accounts that are left unpaid are terminated to clear any accounts that are no longer actively using water service. The account for *** located at *** had not received a payment since 11/28/2018 and on 2/5/2019 the services were subsequently interrupted. In addition, when no payment was received after the interruption of service the account was terminated. When an account is terminated any deposit that might be on file is used to cover any outstanding balances. If a customer returns, a high risk deposit is required to begin the service again.

The account for *** at *** was mailed a regular cycle bill on 2/21/2019 for usage that occurred from 1/15/2019 - 2/14/2019. In addition, a final bill was mailed on 2/22/2019 due to the change of status for non payment following the interruption of service. During a lobby visit on 2/26/2019 at approximately 12:05PM Ms. was advised of the amount of $172.28 for service restoration on 2/27/2019 with the remaining $100.00 deposit to be paid with first billing. Ms. was advised of this same amount upon calling the call center later in the day. A subsequent payment was received on 2/26/2019 and services were restored on 2/27/2019.

Significant research was conducted for the location at *** and the findings are listed below:
It was determined this location did experience a water leak that was ultimately repaired by Toho Water Authority. While performing that repair, inadvertently damage was caused on the service line for the customers' home. Subsequently, a repair was made by Toho Water Authority to repair the 2nd water leak.
An adjustment has been placed on the account to compensate for the loss of water due to both water leaks in the amount of $45.12.

The information that was provided by Mr. was reviewed and the following information was found:
11/24/2018 - email received - reviewed on Monday 11/26/2018
11/25/2018 - 2nd email received - reviewed on Monday 11/26/2018
11/26/2018 - response provided to emails above to ***. ***
Note: the Administrative Offices of Toho Water Authority were closed for the Thanksgiving Holiday from 11/22/2018 - 11/25/2018.
The email that was provided indicated a deposit refund has a 6-8 week turn-around time from the final bill due date. The final bill due date for 6001 Urban Lane # 19303, which is the location where Mr. moved from on 10/10/2018, was November 2, 2018. Therefore, the refund check in the amount of $86.92 should be the first week in January, 2019 to the forwarding address on file.

We apologize for the technical difficulties experienced by Mr. from using our web site.

Following a review of Mr. account at *** a decision was made to remove the disconnect fee based on his previous history with Toho Water Authority. However, as a reminder to any customer when an account has become delinquent there are specific deadlines that are required to be met to avoid an interruption of service. It is anticipated this situation will not occur again for Mr. and that he will continue to enjoy an amicable relationship with Toho Water Authority.

In Response to the concern from our customer, Joel*** concerning ***, we submit the information below:

Mr. has maintained an account with Toho Water Authority since September 2014 and most recently opened a new account for the newest location on Winding Ridge Avenue. Unfortunately, on 4/20/2018 a payment was made to satisfy the existing account which was ultimately returned on 4/25/2018. TWA reached out to the customer and left a voice message advising of the date of 4/30/2018 for the correction or incur a disruption of service. This return was corrected by the customer on 4/30/2018 which was the appropriate date. However, the payment made on 4/24/2018 for the newest location was subsequently returned on 4/26/2018 and the customers were contacted in the same manner via voice message with a date of 5/1/2018; however when this was not received a disruption of the service did occur. Subsequently, along with an interruption of service a fee is incurred and is not refundable.
The payment was made on 5/2/2018 allowing for the return of the service. Toho Water Authority did communicate with the customer in the same manner for both occurrences that were days apart. I apologize the expectations of the customer were not met; however the first line of action for the collection department is to contact the customer via phone and leave a message if possible. If a message is not possible then an email is sent. At this time texting is not in use by the utility.

This feedback is designed to document the actions concerning the account located at ***. In reviewing this account it was found the average daily consumption is between 300 - 400 gallons per day. On September 30, 2017 the daily usage began to increase to an average of 500-1,000 per day. On December 5, 2017 the average daily consumption returned to normal or an average between 300-400 gallons per day. This level of consumption was subsequently reflected in the monthly billing to the customers for bills received in November and December 2017.
On December 12, 2017 during a routine reminder call to the customer a request was made to the agent to have a technician visit the home due to the ongoing higher than normal consumption. A service order was generated and the technician visited the site on 12/13/17. The results of the field visit did not provide an indication of a leak as the consumption had returned to normal.
As a follow up, TWA contacted the customer on 1/12/18 to provide answers to some critical questions. After speaking with the customer and learning while there was nothing repaired the higher than normal consumption has now returned to normal. The customer was offered a one time adjustment for the account. The account holder, E accepted the adjustment and ultimately received a credit on the account towards future bills.

In response to the request from *** concerning ***, ***, a base charge represents fixed charges for providing a service despite usage by a customer or the status of the meter.
In 2008 when the home was constructed an irrigation water meter was requested by the builder and installed by TWA. In addition, a backflow preventer was installed on the meter when the irrigation system was installed (required by state law). The addition of the backflow preventer is required and is mandated to be tested annually. Between 2008 and 2010 the irrigation meter at this location does indicate usage which would indicate there was an irrigation system for the lawns and landscape at this location.
Unfortunately, in 2010 the homeowner failed to have the backflow preventer inspected/tested resulting in the irrigation meter being locked by TWA. Subsequent owners of the home have not followed through with the annual testing which has caused the irrigation meter to remain in the off/locked position. A meter that has been locked for non-compliance with the backflow preventer does not remove a meter base charge from the utility.
TWA's base fees apply to any service that is active in the system regardless of the status of the meter. Therefore, the request to refund the base fees for the irrigation meter has been denied.

As stated in the first response as a utility provider when we have provided a service to the location a base charge (or the fixed rate to deliver the service) is placed on each account that is active. Therefore, from the time this account became active the base charge (fixed costs) prevail. TWA does not come between a tenant and landlord agreements and respectfully request the tenant contact their landlord or their representative concerning the concerns with the backflow testing and the inability to utilize the irrigation system.

The location at *** has an overall average monthly consumption of 3,000 gallons. The month of April and May consumption did see a spike as noted by the attached consumption graph. The current billing period of 6/8/17 - 7/8/17 indicates the consumption has returned to normal and would suggest that something was repaired. It would be our pleasure to further discuss the particulars of the situation with Mr. in reference to a possible adjustment to the account. We do from time to time experience a high call volume and we apologize for any inconvenience this may have caused Mr.. The organization will reach out to Mr. to further discuss his situation. This was originally responded to on 7/10/17 to the location where it was originally submitted (Clearwater). As a follow up a representative from this organization reached out to Mr.; however, the phone number on file is not a working number. We will attempt the phone number attached to this request.

Toho Water Authority measure its customer's water consumption through an individual water meter. Water meters are read monthly and each customer is billed for the consumption on the appropriate water meter. Typically a customer will use the same consumption each month as similar water is used each day in a household. It is absolutely possible for a customer to receive a similar billing as most billings are within 28-30 days of each other.
Toho Water Authority's charges are $50.00 for a customer who has been disconnected and if the past due balance is paid after 2PM there is an additional charge of $25.00.